Amanda Carolina Aguiar Email & Phone Number

Seattle, Wa, Us

Delivering innovate solutions to a multinational technology company supporting Content Experience, Knowledge Content and Voice of the advocate by o Directing a $4M Knowledge Management client account end-to-end which includes leading +30 associates (onshore) and 15 associates (offshore) to customer obsessed resultso Managing a portfolio for cross-functional projects from original concept through final implementationso Focusing management efforts on ensuring the various activities are coordinated, critical path activities are achieved, and projects are successfully completed on time, adhere to high-quality standards and meet customer needso Ensure appropriate communication with all internal and external stakeholders regarding impacts to scope status and/or budget. Yearly working on SOW, and/or SOW amendmentso Conducting analysis on current processes, policies, and procedures to facilitate change management for future state organizational design. Keeping SLA at 100% over a year timeframeo Managing Commercial/Consumer external and internal policy, product and procedure documentation processes. In 2020 we worked on over 10K content requestso Rolled out an internal tool that collects content feedback from global agents (20K+) and drive positive change, discoverability and impact in enabling agents to provide exceptional customer supporto Supported and helped design a Universal Playbook to be one single source of truth on publishing processes, governance, and approval process including Commercial and Consumer playbookso Improved and aligned existing processes which had an 100% increase of efficiency compared to previous years. More requests being completed with higher quality

Managed 8 operations teams (~80 individuals), with performance, productivity, quality and culture My teams had concurrently the highest rates of overall average responses per hour Incubated the Change Management Program for all process, policies, and procedures with the existing engagement Built Blueprint’s Mentorship Program to improve retention, boost job morale and increase engagement. The program enrolled 100 mentees, supported by a total of 62 mentors. (~36% of the total population of the company)

Hanover, Md, Us

Led three supporting teams within a global escalation services: Learning Experience, Community Development and Knowledge Management in the following initiatives:o Managed Learning Experience training framework to support 7 lines of business (300+ people) with planning, scheduling, execution and produced 23+ learning modules that received near-perfect Trainee, Trainer, & Leadership satisfaction scores o Designed and monitored the Knowledge management workflow with an estimated 50% article-delivery productivity increaseo Established and managed a Continuous Improvement process through Change Management program to drive compliance o Identified opportunities and applied solutions in a Fortune 500 training environment, reducing trainee agent errors by 30% and negative customer surveys by 32% over the course of a yearo Developed roadmaps for community engagement within 6 Microsoft locations (US and abroad)o Engaged selection and management of a team of Adjunct Trainers spread across three continentso Oversaw Readiness and Emergency response planso Managed the GES Holiday Gamification for 2 consecutive years, a marketing technique to encourage employee engagement and high productivity during the holidays, with 85% participation and ~14% productivity increase

Redmond, Wa, Us

o Supported the GES organization of 300+ people with space planning, community events (two locations), and driving cross-group projects to improve alignmento Coordinated Monthly Business Reviews by collecting data, commentaries and facilitated meetingso Collaborated on the GES expansion by overseeing the integration of 120+ people into our businesso Partnered effectively on 15-20 projects at a time with higher executives on scheduling, scope, metrics, and organizational processes

Redmond, Wa, Us

o Managed daily global operations of the Advocacy Team by coordinating case distribution (~100 cases a day) o Produced daily business-health statistical reports, including inbound/outbound volume, regional trends, top emerging issues and resolution rateo Documented case management processes and procedureso Helped design intake systems for new customer listening channels

Redmond, Wa, Us

o Developed partnerships by engaging with Technical, Commerce, Reverse Logistics and others to reach an agreement on the best course of action to exceed customer expectationso Restore customer loyalty by advocating for both customers and Microsoft in high risk cases such as customer’s claims in the press, pre-legal disputes, hardware replacement processes, and system accounting management at a corporative levelo Enhanced product definition, release processes and customization of applications to user applicationso Provided deep investigation and critical thinking on cases to find emerging issues, root cause and mitigation planso Mentor and actively engage with support agents regarding case handling and resolution, customer correspondence and case analysis

o Developed and deployed the start-up operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planningo Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectiveso Play a significant role in long-term planning, including an initiative geared toward operational excellenceo Ensured compliance to all policies, insurance and procedures per safety requirementso Managed all the financial operations; accounts receivables/payables, and tax preparation

Customer service, reconcile expenses, invoicing service and manufacturing projects, payroll, accounts receivables and accounts payable. File and retrieve corporate documents, records, and reports. Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.