Business Consulting (Process, Project Management)

Among my responsibilities are Strategic Planning and Governance, Program Development and Oversight, Fundraising, Marketing and Outreach, Stakeholder Engagement, Evaluation and Impact Assessment, and Ethics and Compliance:

I am at the forefront of customers' experience. I strive to change the way people see customer service, being helpful, available, and easy to talk to. My responsibilities include:• Respond to customer queries timely and accurately, via phone, email or chat;• Identify customer needs and help them to use specific features;• Inform and train customers on new features and functionalities;• Gather feedback and share with our Product, Sales and Marketing teams;• Analyze and report… Show more I am at the forefront of customers' experience. I strive to change the way people see customer service, being helpful, available, and easy to talk to. My responsibilities include:• Respond to customer queries timely and accurately, via phone, email or chat;• Identify customer needs and help them to use specific features;• Inform and train customers on new features and functionalities;• Gather feedback and share with our Product, Sales and Marketing teams;• Analyze and report product malfunctions;• Provide Implementation support;• Keep CRM updated with information about technical issues and useful discussions with customers;• Share feature requests and effective workarounds with team members;• Follow up to ensure issues are resolved;• Offer trilingual support in English, Spanish, and Portuguese. Show less

I dealt with the overall operation of the store and restaurant: cash handling, budget monitoring, inventory, employee’s scheduling, payroll, support and management (>100 employees), perishable margin monitoring, purchasing, and invoicing, among others. I was responsible for customer experience, being in charge of solving and replying to complaints posted on social media using BirdEye or sent directly to our customer service by email, mail, phone, or in person. I designed, developed and… Show more I dealt with the overall operation of the store and restaurant: cash handling, budget monitoring, inventory, employee’s scheduling, payroll, support and management (>100 employees), perishable margin monitoring, purchasing, and invoicing, among others. I was responsible for customer experience, being in charge of solving and replying to complaints posted on social media using BirdEye or sent directly to our customer service by email, mail, phone, or in person. I designed, developed and implemented (using MS Excel and Access) new labour-hours control, bakery ordering and production, and receiving log systems, improving the quality of information and productivity of all involved. Show less

Working as an outsourced consultant for several companies I developed two projects for new businesses, supported the development of two public Wi-Fi networks, created two multi-lingual websites using WordPress platform and reviewed and translated technical contents into English for one company. I also managed SEO for one company for three years using Google Adwords.

This company made artisanal candy and introduced in Brazil the Dutch stroopwafel. I initially acted as Angel Investor and later became responsible for the IT department and general business support. I was Project Manager and personally implemented the company’s ERP (odoo) with four modules – invoicing, sales orders, CRM and inventory.

I was hired to create a new business area of home automation and security products. The goal was either to import from China or Korea or manufacture devices and software. Distribution and support would be local. The line of products would include items like light and outlets dimmers and switches, curtain motors, video door, alarms, apps for Android and IOS, etc.in an effort to integrate with current Unicoba's businesses like LED light, UPS`s batteries and network products. The project was… Show more I was hired to create a new business area of home automation and security products. The goal was either to import from China or Korea or manufacture devices and software. Distribution and support would be local. The line of products would include items like light and outlets dimmers and switches, curtain motors, video door, alarms, apps for Android and IOS, etc.in an effort to integrate with current Unicoba's businesses like LED light, UPS`s batteries and network products. The project was discontinued before the pilot was implemented. Show less

I elaborated, developed, implemented and managed the Business Incubator, a projectized structure acting as PMO for disruptive opportunities. This branched area provided and controlled all the resources, along with providing guidance, communication, change coordination, and governance for the incubated projects. During my period at the Business Incubator, I acted as Portfolio Manager and was Telefonica’s main innovation liaison among suppliers, vendors, government agencies, utility providers and… Show more I elaborated, developed, implemented and managed the Business Incubator, a projectized structure acting as PMO for disruptive opportunities. This branched area provided and controlled all the resources, along with providing guidance, communication, change coordination, and governance for the incubated projects. During my period at the Business Incubator, I acted as Portfolio Manager and was Telefonica’s main innovation liaison among suppliers, vendors, government agencies, utility providers and development agencies.Main responsibilities and achievements:• Resources negotiation and approval with the C level, including budget, people, office space, furniture, computers, etc.;• Resource allocation among the projects, including procured, outsourced and cross-functional;• Manage yearly budget – up to $20 million;• Strategic planning and follow-up sessions with all the stakeholders, including C level;• In the Incubator over 100 ideas were deeply analysed with 30 returning to Business Areas for implementation and three fully implemented in the Incubator;• Two spin-offs after implementation: TecTotal, similar to Geek Squad (new company), and AtHome, home automation products and services (new business area). Show less

was in charge of the whole innovation funnel in Brazil, from Ideation to Project Management, and the coordination with the other operations in Latin America (Argentina, Colombia, Chile, Mexico, and Peru). I managed a varied number of analysts and consultants (up to eight per project), both employees and outsourced, as well as the relationship with internal stakeholders like IT, Purchasing, Engineering, Accounting, Controlling, etc., to provide enough budget and guarantee that new products would… Show more was in charge of the whole innovation funnel in Brazil, from Ideation to Project Management, and the coordination with the other operations in Latin America (Argentina, Colombia, Chile, Mexico, and Peru). I managed a varied number of analysts and consultants (up to eight per project), both employees and outsourced, as well as the relationship with internal stakeholders like IT, Purchasing, Engineering, Accounting, Controlling, etc., to provide enough budget and guarantee that new products would be integrated into the company’s strategic planning.Main responsibilities and achievements:• Negotiations with the countries’ teams, adaptation of solutions to different cultures, lectures in English and Spanish as well as training to all the personnel involved, from analysts to salespeople;• Research, analysis, Project Management and implementation of commercial pilots that included existing networks (ADSL, IP, PSTN, Wi-Fi, Cellular), new networks like WiMax (Worldwide Interoperability for Microwave Access) and also totally disruptive products or services;• Over 400 ideas were generated, with more than 30 becoming new products, some in more than one country. I was directly responsible for three projects, from ideation to Project Management and implementation, along with the other tasks as department manager. Show less

Project Management of the Data Products Development team for Businesses, which was composed of six analysts. Our responsibility was research, Project Management, and implementation of new products like Internet Portals, ADSL, IP Virtual Private Networks (VPNs), Ethernet, Cellular, Wi-Fi, security, surveillance, among others. I was responsible for coaching, motivating, evaluating and giving feedback for my team and also worked as a mentor for two other internal consultants. Main achievement –… Show more Project Management of the Data Products Development team for Businesses, which was composed of six analysts. Our responsibility was research, Project Management, and implementation of new products like Internet Portals, ADSL, IP Virtual Private Networks (VPNs), Ethernet, Cellular, Wi-Fi, security, surveillance, among others. I was responsible for coaching, motivating, evaluating and giving feedback for my team and also worked as a mentor for two other internal consultants. Main achievement – Design of the Interdados product (Lan-to-Lan Access using VPNs on ADSL Networks) Show less

Research, Project Management and implementation of Internet-based products, especially regarding e-commerce, such as WebPortals, applications like email, web-page wizards, and shopping malls. I had to work on several (up to 4) projects at the same time and negotiate implementation with different areas. I was also responsible for training all the personnel involved, from call center operators to sales people.The main achievement was an Online Business Center for Small and Medium Businesses… Show more Research, Project Management and implementation of Internet-based products, especially regarding e-commerce, such as WebPortals, applications like email, web-page wizards, and shopping malls. I had to work on several (up to 4) projects at the same time and negotiate implementation with different areas. I was also responsible for training all the personnel involved, from call center operators to sales people.The main achievement was an Online Business Center for Small and Medium Businesses, a partnership with Microsoft and Terra, Telefonica`s Internet Provider (ISP). Show less

I was an Internal Consultant for end users, where I was responsible for researching, designing and implementing Internet based products, especially regarding e-commerce, such as WebPortals, applications in Active Server Pages (ASP), shopping malls and Internet Banking, gathering resources according to each project. I worked in several projects at the same time, always delivering results as scheduled.

I was Manager of the Electronic Channels for Real Bank (Real Direct), especially Internet for the consumer market. My responsibility was research, Project management, and implementation of new products over Internet for the group (bank, insurance, hotel, radio, palm oil). These included Portals, financial services and investments. I was a member of the Y2K team and later was transferred to ABN Amro, which acquired Real Bank in 1998. From June to August 1999 I worked with a team from ABN AMRO’s… Show more I was Manager of the Electronic Channels for Real Bank (Real Direct), especially Internet for the consumer market. My responsibility was research, Project management, and implementation of new products over Internet for the group (bank, insurance, hotel, radio, palm oil). These included Portals, financial services and investments. I was a member of the Y2K team and later was transferred to ABN Amro, which acquired Real Bank in 1998. From June to August 1999 I worked with a team from ABN AMRO’s operation in Chicago (LaSalle Bank) to implement the first international cooperation for Internet Business with the Brazilian operation. My roles also included defining tools and technology, training personnel related to the new solutions and second level customer care.Main results: Real Internet Banking. Show less

I worked as Corporate Training Consultant and Microsoft Applications and Operating Systems Instructor (Access, Excel, and Word advanced level and Windows Network Administration). I have prepared and presented Origin’s first lectures about Internet in Brazil, Windows, Java, Windows versus Unix and others to more than 15 corporations and other audiences.

This company was a software reseller (mainly Microsoft products), hardware reseller (routers, switches, computers, servers) and computer assembler. I acted as Internet, LAN, and automation consultant. I offered my clients one-stop-shop for IT solutions, where I managed teams of outsourced resources which were responsible for installing structured cabling, stabilized energy, etc.

Several positions starting as a Data Controller and going from Operator and Scheduler to Performance Analyst (IBM mainframe with MVS operating system, JES2, CICS, ADABAS, TSO, Roscoe, Easytrieve, CICS Manager, Netspy, Netview and SLR – Service Level Reports). I was also responsible for training IBM mainframe courses in many levels.