Guido Fontgalland Email and Phone Number

Processes: Redesign of processes with regressive analysis and change management.Qualification: Humanized Development and Training for Attention and Sales Operations - Product or ServiceCognitive Technology: Development of Big Data solutions, B.I.

Responsible for managing the billing process, customer service and relationship, and fraud control.Restructuring of the billing and collection cycle controls.• Construction of collection campaigns and incentive collection.• Implementation of customer satisfaction surveys (qualitative, quantitative and focus group).• Restructuring of the collection process (segmentation: customer profile (socioeconomic)).• Management of the process of Operations of Support to Collection… Show more Responsible for managing the billing process, customer service and relationship, and fraud control.Restructuring of the billing and collection cycle controls.• Construction of collection campaigns and incentive collection.• Implementation of customer satisfaction surveys (qualitative, quantitative and focus group).• Restructuring of the collection process (segmentation: customer profile (socioeconomic)).• Management of the process of Operations of Support to Collection, policies of cuts, management of third parties and call center.• Restructuring of processes to provide services to customers throughout the capital of Manaus• Design and implementation of anti-fraud policies and risk management by sector and process.• Implementation of the system of Hot billing - with 3% gains in anticipation of the collection. Show less

AMÉRICA MÓVEL 04/2009 – 02/2015TV and telephone services, part of a group including Embratel, Claro , Net and ClaroTV.Director - Revenue Assurance, Anti-fraud and Information Safety (04/2012 – 02/2015). AMÉRICA MÓVEL 04/2009 – 02/2015TV and telephone services, part of a group including Embratel, Claro Celular, Net and ClaroTV.Director - Revenue Assurance, Anti-fraud and Information Safety (04/2012 – 02/2015).Senior Manager - Revenue Cycle Quality (04/2009 –… Show more AMÉRICA MÓVEL 04/2009 – 02/2015TV and telephone services, part of a group including Embratel, Claro , Net and ClaroTV.Director - Revenue Assurance, Anti-fraud and Information Safety (04/2012 – 02/2015). AMÉRICA MÓVEL 04/2009 – 02/2015TV and telephone services, part of a group including Embratel, Claro Celular, Net and ClaroTV.Director - Revenue Assurance, Anti-fraud and Information Safety (04/2012 – 02/2015).Senior Manager - Revenue Cycle Quality (04/2009 – 04/2012).• Restructured the revenue chain controls, reducing losses • Reduced failures in corporate contract activation from 40% to 7%.• Designed and implemented anti-fraud policies, risk management by channel and product, reducing losses • Created a methodology to analyze the financial margins of marketing policies, assessing return by product, action and campaign.• board member at the "Associação Brasileira de Recursos" de Telecom Show less

Manager - Revenue Assurance, Anti-fraud, 2001 to 2009Consultant - Revenue Assurance and Anti-fraud, 2000 to 2001• Implemented the Collection, Billing, Revenue Assurance and Anti-fraud sectors – at the beginning a new era in the telecommunications industry in Brazil – from 2000 to 2004.• Managed major changes and new management cultures.• The gains from risk management exceeded all expectations, with process improvements result exceeding 5% gains on the revenue base or avoided… Show more Manager - Revenue Assurance, Anti-fraud, 2001 to 2009Consultant - Revenue Assurance and Anti-fraud, 2000 to 2001• Implemented the Collection, Billing, Revenue Assurance and Anti-fraud sectors – at the beginning a new era in the telecommunications industry in Brazil – from 2000 to 2004.• Managed major changes and new management cultures.• The gains from risk management exceeded all expectations, with process improvements result exceeding 5% gains on the revenue base or avoided losses.• Reduced losses in the operator interconnection process – reduced from 3.0% to 0.5%. Show less

SESC AND SENAC SYSTEMS 05/1995 – 03/2000Administrative and Financial Director (05/1995 – 03/2000)• Implemented management processes and systems for finance, treasury, collection and costs, increasing revenue collection from R$ 100 k – to R$ 1.2 million.• Revitalized 10 operational units – expanding customer service with high quality.

ELETRONORTE – CENTRAIS ELÉTRICAS DO NORTE DO BRASIL 05/1986 – 05/1995 An ELETROBRÁS subsidiary – with assets of c. R$ 17 billion – operates in the North of Brazil, with 11 electrical power plants.Financial Consultant 01/1988• Created cash flow systems in 90 days.• Created a model to manage the company´s external debt.• Created a management model for financial programming – revenue collection, treasury and accounts payable.• Implemented a methodology to assess plant and… Show more ELETRONORTE – CENTRAIS ELÉTRICAS DO NORTE DO BRASIL 05/1986 – 05/1995 An ELETROBRÁS subsidiary – with assets of c. R$ 17 billion – operates in the North of Brazil, with 11 electrical power plants.Financial Consultant 01/1988• Created cash flow systems in 90 days.• Created a model to manage the company´s external debt.• Created a management model for financial programming – revenue collection, treasury and accounts payable.• Implemented a methodology to assess plant and transmission line projects by using a consistent unit cost. Show less