Fabricio Silva Email & Phone Number

Raleigh, Nc, Us

Campinas, São Paulo, Brasil

Responsible for manage commercial system focused on Metering and Billing module. Responsibilities include: • Elaborate and supervise the design of processes, translating the client's need into documentation to be used in the development of systems;• Validate solution and systems;• Perform the scenarios of unit and integrated tests and train users on the systems;• Document processes and define procedures;• Analyze inconsistencies pointed out by the business areas and direct the solutions;• Execute the planned activities focusing on the deadline and quality of the solution;.• Management of services and indicators of system availability• Technical support of teams;• Perform weekly reports for leadershipMain results so far:• 20% reduction in opened tickets with implementation of IT training program.

Campinas E Região

Responsible for operational coordination of the consumption reading, bill print & delivery for ~150k consumers. Responsibilities include: • Field resources coordination & device inventory management (printers and supplies).• Manage critical situations, customer complaints and escalations.• Responsible for Disaster Recovery planning and execution.• Operations management based on established key performance indicators (KPIs).• Provide input to area annual budget planning.Main results:• Developed a new set of KPIs and operational management system.• 40% reduction in billing errors due to bad consumption reading, by standardizing procedures and training field resources.

São Paulo E Região

Responsible for overall operations of consumption reading, bill print & delivery outsourcing contracts energy and gas of large Utility Companies in 5 states, worth $40M TCV, leading over 400 employees in delivering high quality services in the field. Additionally, responsibilities included fraud detection, remediation and prevention. Also supported the sales team in identifying and developing new base growth opportunities.Main results:• Developed a new set of KPIs and operational management system.• Improved portfolio gross profit by 18 points in 2 years.• 25% increased efficiency by implementing recognition and compensation strategies (productivity bonus).• 20% increase in productivity (labor), by implementing new processes, standardizing operations.• 15% cost reduction by decentralizing field resources pool; Less commute and travel costs by hiring locally, as well as closure of unused office space.

Campinas Area, Brazil

Responsible for coordinating the end-to-end billing process for the Shared Infrastructure services, worth $1.1M/month (USD), coordinating all activities from recording new customers to issuing the actual monthly bill. As part of this role, I also performed new business pursuit by working with existing Shared Infrastructure clients to expand services, as well as pursuing new clients. Additionally, in this position I was responsible for debt collection of large accounts worth $32M USD TCV, where I was tasked with negotiating existing debt and establishing payments plans.Main results:• 100% increase in revenue from Shared Infrastructure ($0.5M to $1.1M), by adjusting or restructuring existing contracts, renegotiating rates, recovering pending payments and adding new clients.• Recovered $15M+ of pending payments from large clients, by developing and implementing new collection strategies, such as rationalizing debt, services continuity and payment, establishing daily/weekly/monthly payments based on type of debt, age and credit worthiness, negotiating with higher level management and decision makers, etc.• Recovered $0.5M from smaller clients with minimum effort, by implementing automation into the collection process and routines, such automated notifications on payment due date, overdue payment, and service interruption warning.

Campinas Area, Brazil

Co-responsible for the development and implementation of the $10M LES Project (Consumption reading, bill printing & delivery on the spot), from idea conception to field deployment. Also responsible for vendor management (Print Center, Brazilian Post Office and Handheld Device Supplier) and technology innovation (new devices, solutions, etc.) for continuous improvement. Additionally, I was responsible for tracking regulatory changes / updates and reflecting them in the commercial/billing systems, actively involved with Brazilian Regulatory Agencies (ANEEL), as well as System Administrators for performing, testing and deploying system changes. Furthermore, I was responsible for all audit and compliance activities within the department, being the focal point for internal and external reviews.Main results:• Delivered the LES Project implementation within budget and target date, generating 85% reduction in billing errors (operational quality and customer satisfaction improvement) and overall 20% cost reduction in the end-to-end billing process.• Renegotiated printing supplies achieving 43% monthly cost reduction, by working with the supplier to adjust paper type, size and printing area.

Campinas Area, Brazil

Responsible for operational tasks associated with low voltage consumer’s billing process, such as KPIs monitoring, variation analysis, anomalies identification, request new consumption reading and resolve discrepancies. Additionally, in this position I was the focal point for IT in any billing system related improvement validation, testing and implementation, closely working with systems engineers and project managers in maintaining and improving the billing system.Main results:• Achieved $0.5M for Group B customers (low voltage) by implementing a process to map customers profile and target negotiations.• Developed and implemented a program to issue invoices in Braille to allow inclusion of customers with special needs.• Co-designed, tested and assisted implementation of a project in the billing system to implement a tiered approach for billing; Instead of a single rate, the process now has 3 separate rates, allowing a more flexible billing model based on accumulated consumption within the same billing period and time of the day, incentivizing waste reduction and minimizing consumption during peak hours.

Campinas Area, Brazil

Responsible for the management/control of Commercial Service Orders (OS’s);Responsible for the operational demand of calculating Irregularity Occurrence Terms (TOI’s), and controlling irregular procedures (Frauds);Preparation of automated reports for analysis and decision-making;Participation in Commercial systemic developments, considering current legislation and Opportunities for Process Improvement.

Campinas Area, Brazil

Responsible for the operational demand of managing/closing/controlling Commercial Service Orders (OS’s);Involved in the operational demand of calculating Irregularity Occurrence Terms (TOI’s) and controlling irregular procedures (Frauds).

Post-Graduation Business Administration

Bachelor Administration