Cecilia Perez Gonçalves Email & Phone Number

Buenos Aires Province, Argentina

Buenos Aires, Argentina

○ Ensure efficient and effective transition and implementation of services, including interfaces with client's local country contacts, shared services centers and tax/finance stakeholders;○ Overseeing teams of PMs assigned to various projects and regions○ Production of detailed project plans,○ Liaise with client and various internal teams to determine project scope, parameters and timelines○ Centrally manage the Governance of projects, reporting project status to Client and internal Leadership stakeholders,○ Process commercial documents. Develop infrastructure impact statements, feasibility studies, resource allocation, risk management plans, and change management plans.○ Work with the global project manager / Engagement Lead to establish a standard E2E project plan/approach and ensure effective procedures are established for the configuration of internal and external systems, tools, processes as part of the transition process.○ Carry out contingency management to minimize project risks. Report and escalate to Leadership as necessary.○ Manage project communications including team meeting minutes, project status reports, and issue/risk logs.○ Effective communication with internal teams, stakeholders, clients for smooth project transition and quality delivery by holding appropriate meetings.○ Manage multiple projects simultaneously, of various complexities, working together with members of the multifunctional team throughout the project cycle.

o Support the Engagement Leader to ensure efficient and effective transition and implementation of services, including interfaces with client local country contacts, shared service centers, tax/finance stakeholderso Execution of global PY in a multi-country environment, clearly understanding the global PY methodologies & requirements from clients.o Prepare the project plan & follow the project guidelines. o Liaison with the client and the various internal teams to ascertain project scope, parameters and timeframes, enabling the client to sign off mutually agreed project timelines.o Centrally manage the project Governance, which enable Senior Management / Leadership to understand the status and critical paths of each project, using project management skills to support & execute seamless implementation, anticipating challenges and proposing solutions.o Process business requirements documents. Develop infrastructure impact statements, feasibility studies, project charters, risk management plans, communications plans, and change management plans.o Work with global project manager to establish standard E2E plan / approach & ensure effective procedures are established for setup of internal and external systems, tools, and processes as part of the client transition process.o Perform risk management to minimize project risks. o Report and escalate to management as needed. Manage project communications to include the sharing of team meeting minutes, project status reports, and issue/risk logs.o Effective communication with internal teams, stakeholders, clients on various projects for smooth transition of the projects and quality delivery by conducting appropriate meetings.o Manage multiple projects ranging from simple to complex while working with cross-functional team members throughout the cycle of the projects.o Act as 1st level mentor for the junior resources to guide & support during the training period. o Conduct internal trainings.

Buenos Aires

o Responsible of leading the post-implementation monitoring activities of applications to ensure the results in a timely manner.o Ensure implementations are carried out in a timely manner with the least amount of inconveniences, anticipating possible problems or deviations and taking corrective decisions proposing alternatives to the management.o Generate project progress reports to be presented to Senior Managerso Ensure the product implementation or services are in accordance with the calendar provided by the PM or Scrum Masterso Ensure compliance with the processes defined by the quality area.o Track each phase of the project implementation, monitoring times, quality, deviations and risks in Azure DevOps o Oversee project's proper and formal closure once the stabilization period is over.

Buenos Aires, Argentina

o Serve as the primary point of contact between the customer and the support team o Establish project schedule o Monitor and effectively present project progress to clients, team members and management o Monitor project deliverable o Train and support project team members with the tasks being assigned o Performance evaluation and management process o Identify opportunities for tactical improvements (for example, through task automation, usage of centralized tools / repositories, etc.) and work with different teams to develop appropriate solutions, to strengthen innovation processes, management tools and reports o Manage projects and work with leadership to implement initiatives. o Organize and run internal team meetings (scheduling, agenda, follow-ups, presentation) and keep internal content updated. o Manage and monitor the internal rotation process, including setting annual goals, collaborating with other HR colleagues to ensure adherence to processes and policies, review of global reporting data, and resolution / escalation of problems.

Capital Federal, Argentina

o Responsible for managing the work assignment for the respective resource group o Manage the supply and demand of internal resources o Help identify and propose the right talent for internal projects o Manage and monitor the productivity goals of the assigned resource group. o Internal staffing assignment creation requested by PMs / Clients o Track roll on & roll off of resources in assigned projects o Productivity, workload, vacations, illnesses, etc. monitoring for the assigned resource pool o Work in conjunction with the local HR representative regarding the termination process o Subcontractor Administration o Verification and validation of Work Visas

Capital Federal, Buenos Aires, Argentina

o Guarantee new E2E services, including processes, SLA, KPI, CPI, etc. o Gate-keeping: ensuring the effective Transfer to Operations in accordance with the Service Preparation Process (SRP) for all new services introduced throughout the commercial project life cycle. o Service documentation: creation update and maintenance throughout the service life and are aligned with L3, SOW and Contracts. o Ensuring the effective roll out of the services that are considered whose life cycle has concluded. o Ensuring the on-boarding of the appropriate resources, training, tools, support and documentation for the life cycle are delivered with the formal approval of the project by all Key Players (PM / Client) o Represent the Operations team in all project meetings to define and implement service criteria for new clients and / or changes in existing services. o Ensuring that any new vendor contract contains an agreed support schedule that aligns with the proposed support model and is backed by managed SLAs through regular service reviews. o Work closely with Project Managers, Business Partners, Business Owners, Operations Teams, and Suppliers to ensure that projects are delivered in accordance with the contract. o Define and deliver the E2E support model o Ensure that training requirements and any other non-functional requirements are defined and delivered according to the Service Acceptance Criteria. o Ensure the delivery of performance metrics and service levels for new clients.

Buenos Aires

o Responsible of the Contact Center and Data Management area, providing services for LATAM and NA regions. o Roll In & Out of accounts. Implementation and management of processes for local and global clients o Implementation of Data Entry & Payroll processes. o Design, Projection and application of improvements to guarantee the quality of the service. o Review of SLAs. Control of Call Center metrics with Avaya Performance Center (SLA, AHT, ATT, etc). Coachings.

Buenos Aires

o Responsible of the Contact Center and Data Management area, providing services for LATAM and NA regions. o Roll In & Out of accounts. Implementation and management of processes for local and global clients o Implementation of Data Entry & Payroll processes. o Design, Projection and application of improvements to guarantee the quality of the service. o Review of SLAs. Control of Call Center metrics with Avaya Performance Center (SLA, AHT, ATT, etc). Coachings.

Buenos Aires

o Data Entry and Employee Support team supervision. o Payroll inputs in EuRHeka (SAP HR) and RHPro, both for internal and external clientso AFIP processes. o SAPHR Pre-Payroll Reports and Controls. o Time interface monitoring on SAPHR. o SAS70 / SOC1 Audit Support. o Call Center metric control with Avaya Performance Center (SLA, AHT, ATT, etc.). o Coaching and Quality Assurance

Team : 17 AgentsTareas/Tasks: ○ Recruiting, ○ Control de SLA, AHT, ATT mediante Avaya CMS, ○ Reporting (Presentismo, Breaks, etc), ○ Coaching, ○ Goal Achievement monitoring, ○ QA Reviewing, etc

○ Capacitaciones de nuevos ingresos○ Uptrainings para agentes que ya estaban en la linea○ Armado de manuales○ Seguimientos de calidad (Escuchas)○ Trabajo de Inboxes (Resolución de problemas vía email), etc○ Auditoría de los registros de llamadas○ Mantenimiento de cuenta, normas, procesos, alineaciones de objetivos con las autoridades en el U.S.A

Provincia De Buenos Aires, Argentina

Atención telefónica del departamento de AP (Accounts Payable/Cuentas a Pagar) para distintas compañias en EE.UU. y Canadá.

Asistente de Caja, Manejo de Ruleta y venta de fichas.

Atención al cliente Telefónico Bilingüe, Technical Support, Data Entry para la campaña Tracfonepara EE.UU.

Atención al cliente bilingüe, Soporte Técnico, data entry y ventas

○ Manejo de agenda ○ Atención telefónica ○ Coordinación de viajes○ Tareas administrativas

Project Management, Pm

Auxiliar Contable, Contabilidad / Rrhh

Foto Fija, Fotografía / Photography

Graduada en Agosto '09/ Graduated August '09