To deliver consistently superior service quality that will translate into unrivalled client experience and advocacy. In line with the Group Customer Service structure, deploy cutting edge strategies and methodologies to enhance Client Service Delivery through its supporting policies, processes, systems and channels.

Teaching Analysis and Project Management

I was responsible to contributing to Mcel business strategy, developing and delivering products and services innovated in time, cost effectively, with focus on quality and acting as a bridge between the various departments within the mcel. Ensure that the project management procedure were to be fulfilled within the organization, administrate and manage the database that supports project management, reporting, procedures, processes and documentation required for the operations of the Project Management Unit, through:- Manage projects and implementation of new products/services;- Planning the scope, cost and project time;- Production of specification of products/services within the agreed timeframe;- Participate in the preparation of tenders for the supply and purchase of goods and services, in the process choice of suppliers, purchasing and negotiating with suppliers, on the projects under my responsibility;- Manage project risk, increasing the likelihood of events with a positive impact and reducing the probability of occurrence of events with a negative impact (Risk Management);- Preparing plans of effective projects, initiation documents, specifications, etc.- Create and manage project structures (teams and working groups);- Coordinate project activities and keep current records of the progress of projects;- Provide updated information to all concerned departments;- Prepare periodic reports of the projects performance and report them to the departments concerned;- Design and implement training programs related to the projects under my responsibility;- Monitor and control project performance;- Organize launch events of projects;- Conduct research needs / market opportunities. Perform feasibility study initiatives and new concepts;- Ensure the closure of projects under my responsibility (File, lessons learned and administrative closure);- Manage the basis of IN-STEP Project Management data. Configure users and their credentials;

I was responsible to ensure the efficient and effective operation of the Customer Line through good personnel management, carry out the assessment and monitoring the performance of people (directly a group equal or higher than 18 elements and globally a team equal or higher than 250 elements), personalized and quality service, notification of damage to the responsible areas and reports of occurrences and performance.

I was responsible for providing a personalized and quality service to mcel customers.

Teaching Final Project Discipline