Rafael Oliveira

Experience

• 

  O Boticário

  Feb 2012 - Apr 2013

  Sales Consultant

  Activities:• Sales consultancy;• Product training;• Organization of the organization's layout;• Request for merchandise;• Training of new employeesMain Results: • Implementation of an employee turnover program among the organization's franchises, for which employees;

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  Thermo Fisher Scientific

  Apr 2013 - Aug 2018

  Activities: Study of the business (Quotation to revenue) and its particularities;• Analysis of business processes;• Creation of an activity plan;• Electronic invoice 4.0 implementation project• Project to optimize customer service and supply chain activities;• Project of analysis and creation of dashboard of the market intelligence, and market share;• PDSA methodology, Lean six sigma in project execution, Microsoft Project, Scrum, Agile;• Oracle JDE E1 ERP software implementation. 9.2 (Brazil and Mexico);• Development and systematic configurations on the Oracle JDE E1 ERP platform. 9.2;• I lived for 4 months in Mexico, to develop the implementation of the Oracle JDE E1 ERP platform. 9.2;Main Results: • With the creation of a dashboard for the market study, it was possible to make a strategy aimed at the growth of the organization;• Improves 5 points in the customer's assessment of the organization, through the project of optimizing customer service and supply chain activities; Show less Activities: • Key account client portfolio management;• Organization of workflows;• Dealing quotations until delivery to the client;• Audit project in the customer service department;• Post-sales project with the sales team;• Risk management project;• Project to implement an internal/external complaints module.Main Results: • Employees of the customer service department with knowledge of all stages of the processes, due to the organization of the workflow;• Generate and monitor metrics for internal and external customer complaints with the organization's quality team, due to the implementation of the complaints module;• By implementing the 5s program, promoting a cleaner environment, and optimizing the time of the organization's employees. Show less

  • Business Analyst LATAM

    Oct 2016 - Aug 2018

  • Sr Customer Service Representative

    Apr 2013 - Oct 2016
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  ADP

  Aug 2018 - Nov 2020

  Activities:• Analyze KPI’s to identify opportunities for improvement in internal and/or customer processes;• Develop, monitor and control, and execute the project portfolio of the operations and relationship structure;• Develop dashboards for presenting and monitoring the project portfolio, using the Power BI tool;• Develop Billing and data analysis project using Power BI tool;• Develop and make available KPI's dashboards for the relationship and operations areas; using Power BI;• Carry out projects in the Squad model to develop new products;• Conducting projects using the PMBOK and/or SCRUM methodology;Main Results: Elaboration of two projects in the Squads model, resulting in the production of two new services in the organization's portfolio;• Preparation of a dashboard for the areas of operations, marketing, and relationship with relevant information for making decisions about customers, from the point of view of contractual, financial negotiations, and communication plans;• Elaboration of a project for continuous improvement in the financial loss communication process, resulting in a 35% reduction in time through the BPMS tool Show less Activities:Study of the client portfolio of USD 2,000,000.00 in order to map the satisfaction with the services provided;• Face-to-face meetings with clients to map critical activities and particularities;• Action plan with portfolio customers, aiming at improving the experience and retaining the account;• Develop a governance plan between the client and the service teams;• Contractual negotiations involving values, additives, and addenda;Main Results: Elaboration of an action plan that allowed retention of USD 850,000.00 Show less

  • Relationship Project Manager LATAM

    Oct 2019 - Nov 2020

  • Service Relationship Manager

    Aug 2018 - Oct 2019
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  CIAL Dun & Bradstreet

  Nov 2020 - Sept 2021

  Project Manager & Salesforce Leader - LATAM

  Activities:• Creating, monitoring, and reviewing project progress and schedules and acting on problem identification and resolution to ensure success;• Ensure delivery of projects on time and within budget, while ensuring that gates and governance are properly respected during execution;• Manage large projects and/or some interrelated small to medium that requires complex cross-functional collaboration and management at the program level;• Establish and maintain credible relationships with project stakeholders, providing future vision and roadmap;• Develop strategies for maintenance, improvement and projects on the Salesforce platform; Show less

• 

  Zé Delivery

  Oct 2021 - Apr 2023

  • GRC & IT Governance Manager

    Jan 2023 - Apr 2023

  • IT & Infrastructure Manager

    Oct 2021 - Jan 2023
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  Ambev

  Oct 2021 - May 2023

  • GRC & IT Governance Manager

    Jan 2023 - May 2023

  • IT & Infrastructure Manager

    Oct 2021 - Jan 2023
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  AB InBev

  May 2023 - now

  • Cybersecurity Director

    Sept 2023 - now

  • Head Governance, Risk & Compliance

    May 2023 - Sept 2023