Gilmara Dos Santos A. Silva Email & Phone Number

São Paulo, Brasil

Project Specialist PMO with focus on InfraSctruture Projects from Information Tecnology.

São Paulo, Brasil

Project Specialist PMO with focus on InfraSctruture Projects from Information Tecnology.

São Paulo, Brasil

• Business process analysis and requirements detailing.• Work in a multicultural project in Call operations to implement software with artificial intelligence.• Dealing with stakeholders for requirements mapping, design of flows and processes, preparation of documents for system developers, development of tests, monitoring of implementations and changes (changes).• Preparation of Consultancy Diagnoses according to Assessments performed.

São Paulo

• I work with Continuous Improvement projects from various sectors, with the mapping of Work Processes, Customer Journey and IVR (Interactive voice response) to propose solutions for improvement, digitalization or digital transformation, both for clients in the portfolio and in pre-sale to prospects.• Conduct training, lectures for operation leaders and support the Commercial and Project teams.Main results:1. With assessment in BackOffice operation (customer in the retail sector), a flow of 54 processes was generated, pointing out opportunities, identifying a critical and manual activity in the PDV process, in which I suggested and applied automation with the creation of macros, which caused a reduction of 70% of the activity time and significant gain for productivity.2. In that same client, I was responsible for generating and implementing the Virtual Agent Project (automation with voice robot in the IVR) at the Customer Service Center, as an additional alternative to process of segunda via de fatura with sending of bar codes by SMS and e-mail, Parcelamento e Detalhamento de Fatura. As a consequence, we had about 23% retention of telephone calls on this channel and the non-transfer to human, which made the customer service process more digital.

Participating in the career transition program with assistance of LHH.

Imigrantes - São Bernardo Do Campo

• I led a Lean Six Sigma Project where I identified an opportunity in the process of acquiring ITO products for the Project Management Brazil area and created a Purchasing Management area, specific to Projects, where the management of the purchase flow was centralized, enabling the Senior Managers of Implementation focus on other areas of knowledge.• I conducted a LAN Assessment Project (Local Area Network) for the Mondelez account, whose objective was to deliver a study with the specification of the necessary changes to be carried out on the network. I was responsible for Monitoring Milestones and Change Control Management activities, reviewing Change Request documents for the VALE account, and worked with Quality Assurance (QA), to ensure the quality of the projects according to the client's established requirements with continuous monitoring. It also followed the KPI (Key Performance Indicator) and SLA metrics.• I worked at the PMO as responsible for opening service requests, checking requirements, allocating resources, aligning with the areas involved and managing requests from the beginning to the end with monitoring at all stages: Development, Approval, Implementation, Post- implantation. Accomplished and monitored the Project Plan, timelines, elaborated technical and commercial proposals for projects, and created workbooks in Sharepoint. Analyzed the WBS created for projects with financial planning, to monitor costs and identify deviations.• Interact with managerial levels of all accounts, in weekly executive meetings promoting an integrated view of demands (Dashboard), or weekly Checkpoint.• Managed stakeholders' expectations regarding dates, processes and quality.• Acted as a facilitator to support Senior Managers to address problems and mediate in the prioritization of deliveries. Qualified new demands and analyzed adherence to the current environment.

São Paulo E Região, Brasil

• I worked in the coordination of web tool DIMS (Delivery Information Management Service) at Latin America level for Brazil, Buenos Aires, Colombia, Chile, Venezuela and Mexico identifying focal points and training to use the tool. This process facilitated the storage of physical capacity and headcount information from EDS websites and provided strategic information to assist Leaders in making decisions in the legal merge between EDS and HP.• Identified deviations and trends that could be important for the Managers and Planning and performed the control of Service Requests and Billing in the Reporting area.• Organized and coordinated meetings for Brazil and other Latin American countries using the Spanish language.• I was responsible for collecting historical data from the contact centers' service platforms and ensuring compliance with report delivery deadlines (SLAs).

São Paulo E Região, Brasil

São Paulo E Região, Brasil

Master Of Business Administration - Mba, Project Management

Em curso

Pos Graduação, Competitividade Empresarial

Superior Graduation, Data Processing Technology Processing

Técnico Em Administração De Empresas