Douglas S. Email & Phone Number

São José Dos Campos, Sp, Br

São José Dos Campos, São Paulo, Brasil

• Mapping and analyzing organizational processes to identify and implement opportunities for continuous improvement, resulting in significant gains in operational efficiency.• Standardizing processes to ensure uniformity and efficiency.• Using data analysis to develop effective solutions, optimizing performance and productivity.• Creating dashboards with Microsoft Power BI, KPIs, and management reports, providing clear visualizations for decision support.• Automating processes using RPA tools, such as Microsoft Power Automate, improving operational efficiency and reducing costs.• Leading and actively participating in meetings for critical analysis of indicators to capture and develop improvements, facilitating discussions, and promoting a collaborative environment.• Communicating clearly with clients about processes and improvements, ensuring alignment and understanding.• Contributing to system integration projects, ensuring compatibility and efficiency of new processes implemented and alignment with business objectives.• Leading continuous improvement projects, achieving gains in productivity and efficiency.

São José Dos Campos, São Paulo, Brazil

• Managing projects from scope definition and scheduling to final delivery, ensuring requirements are met.• Monitoring project performance, using data analysis to identify improvement opportunities and implement effective solutions, resolving issues, and ensuring quality and increased value delivery.• Identifying risks and developing mitigation plans.• Managing conflicts and resolving issues collaboratively.• Translating requirements and business rules into clear specifications for development teams.• Writing user stories with definition of acceptance criteria.• Managing backlog and activities, including prioritizing, delegating tasks and tracking deadlines.• Conducting tests to ensure deliveries meet stakeholder requirements.• Identifying and correcting issues and defects before final delivery.• Mapping and analyzing organizational processes, identifying opportunities for continuous improvement, and optimizing operational efficiency.• Leading a significant restructuring of the company's product, resulting in increased perceived value by stakeholders and delivering a marketable product in six months after a two year delay.

São José Dos Campos, São Paulo, Brasil

• Data Analysis to identify business trends and insights, resulting in informed decisions that drove strategic performance.• Creation of reports and dashboards using Excel, Power BI, and SQL Server, facilitating data visualization and supporting critical decisions.• Support for strategic decision-making based on data analysis, leading to operational improvements and increased organizational effectiveness.• Leadership of improvement projects focused on enhancing operational performance and stakeholder value, resulting in more agile and efficient processes.• Collaboration with multidisciplinary teams to identify process optimization opportunities and develop solutions, resulting in more agile and effective processes.• Definition of project scopes and collaboration with stakeholders to gather business requirements, ensuring that solutions meet needs and achieve performance goals.• Negotiation with clients and suppliers to improve alignment with the company’s strategic objectives.• Leadership of an improvement project for early detection of fraudulent profiles, resulting in a 90% improvement in detection and a significant reduction in the number of frauds faced by the company.

São José Dos Campos, São Paulo

• Leadership of improvement projects focused on enhancing operational performance and stakeholder value, resulting in more agile and efficient processes.• Mapping and analysis of processes, collaborating with multidisciplinary teams to identify improvement opportunities and implement effective solutions, ensuring alignment with business objectives.• Regular analysis of process performance to identify opportunities for continuous improvement.• Collaboration with multidisciplinary teams to identify improvement opportunities and implement effective solutions.• Specification and documentation of processes and business rules for the development team, aiming to automate and enhance operational processes.• Utilization of Bizagi software for process flowchart design.• Negotiation with clients and suppliers related to processes.• Collaboration in the preparation of operational budgets, contributing to strategic financial planning.• Support for planning and process areas.• Leadership of a project to improve customer service processes in the SAC, resulting in a 30% reduction in average handling time and over a 42% increase in operational efficiency, along with a significant improvement in customer value perception.

São José Dos Campos

• Operational sizing, including demand forecasting and resource allocation such as teams, equipment, and schedules, resulting in improved resource allocation and optimized operations.• Leading a project for the replacement of the service system, ensuring an efficient transition aligned with company objectives.• Control and definition of improvements in the IVR (Interactive Voice Response) system, resulting in more efficient processes and better customer service.• Operational capacity analysis to identify and resolve bottlenecks, improving overall operational efficiency.• Creation of work shift models to optimize staff allocation and improve operational coverage.• Development of reports and analyses using Excel and QlikView, facilitating data visualization and supporting strategic decision making.• Calculation of sales compensation and operational targets, ensuring that metrics align with company objectives and enhance team performance.• Collaboration in preparing operational budgets, contributing to accurate and strategic financial planning.• Contribution to the formulation of planning strategies, ensuring alignment with corporate objectives and improving operational effectiveness.• Monitoring and analysis of performance indicators, to identify improvement opportunities and adjust strategies as needed.• Structuring the call center planning department, establishing optimized processes, setting clear objectives and desired outcomes, resulting in improved organization and over 40% increase in operational efficiency.

São José Dos Campos, São Paulo, Brasil

• Operations sizing, including operational capacity analysis, demand forecasting, and allocation of teams, equipment, and schedules using Erlang and Workforce Management (WFM), resulting in significant resource optimization.• Analysis of hiring needs for human resource optimization, promoting cost reduction and better team allocation.• Development of solutions for work schedules, increasing operational efficiency and reducing resource allocation time.• Operational trend studies and presentation of strategic analyses, supporting decisions that improved organizational effectiveness.• Negotiation with internal clients for implementing improvements in operational processes, resulting in greater efficiency and satisfaction.• Support for the commercial department in pricing new clients, contributing to the successful expansion of the client base.• Development and implementation of a system for recording unplanned absences, reducing the time required for the task from 2 hours to just 10 minutes per day, optimizing the operation by 80%.

São José Dos Campos, São Paulo, Brasil

• Operations sizing, operational capacity analysis, demand forecasting, and allocation of teams, equipment, and schedules using Erlang and Workforce Management (WFM), increasing resource effectiveness.• Analysis of hiring needs for better human resource allocation, promoting team efficiency.• Optimization of work schedules, resulting in improvements in operational efficiency.• Extraction, processing, and analysis of data, providing insights to support decision making.• Development and automation of operational and managerial reports using VBA, reducing data analysis time and increasing information accuracy.• Support for the commercial department with demand forecasting and operational capacity analyses, enhancing forecast precision and planning strategies.

São José Dos Campos, São Paulo, Brasil

• Maintenance and control of the employee database and the Workforce Management (WFM) system, ensuring accuracy and integrity of information.• Creation and management of work schedules, maintenance of schedule rules, and shift studies, improving coverage and personnel allocation.• Extraction, processing, and analysis of data, providing insights to support decision-making.• Development and maintenance of operational and managerial reports, and process automation with VBA, increasing efficiency in report generation and data analysis.• Monitoring and analysis of operational performance indicators, identifying improvement opportunities and enhancing process efficiency.

• Customer service to end consumers in the repair sector of Telefonica.• Remote execution of tests for identification and resolution of technical issues.• Remote maintenance of telephone lines.• Opening service orders to dispatch technicians to the customer.

Customer service on general subjects.

São José Dos Campos E Região, Brasil

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