Janise Felix Email & Phone Number

South San Francisco, California, United States

South San Francisco, California, United States

● Managing IT Services provided to Genentech Biotechnology Research in South San Francisco, CA, USA for 23k customers. ● Data Analytics, Mobility, Onsite Support, Services Operation Center, Logistics, Deployment, Asset Control processes management. ● Acting as the main leader to monitor the SLA’s and KPI’s and engaging all the teams to avoid impact to the customer and the business.● Working with the Process Manager to build new SOPs to support the teams and keep documented standards, according with our customer requirements. ● Implementing the best IT practices to improve the Outsourcing Managed Services. ● Monthly Services Review meetings to present the Service Level results and main actions plan to improve the services or to apply corrective actions. ● Defining the employees Performance Review Plans.● Tableau Dashboards validation

Vancouver, British Columbia, Canada

● Implemented reports and presentations to the Board and teams in order to have a better control regarding teams and financial performance.● Collaborated with enough resources to enable successful task performance for the teams.● Coordinated office staff activities to ensure maximum efficiency.● IT Project Management - SalesForce and General Requests.● Planned, posted job ads, and managed interviews, hiring and training processes.● Established new Human Resources policies and procedures, aligned with the company's strategy and employment standards, to address company’s HR requirements.● Contributed with company leaders and supported them to all departments in the organization regarding HR policies, processes, compensation, benefits, and best practices.● Managed all employee's updates properly in the HR platform (Payworks).● Provided any advice needed to the employees on employee’s benefits, payment structure hours, among others.● Coached leaders to deal with conflicts or any other issues that were impacting their performance. ● Researched, planned, implemented, and kept updated all occupational classifications in the company as well as job descriptions, salary, position levels and competency appraisal measures.● Collaborated with leaders to develop a training program for each department keeping all employees updated about new processes or to improve efficiency. ● Coordinated with leaders the yearly Performance Evaluation, Career Development, keeping all records in the HR platform to discuss with the board the action plan needed for each department. ● Managed all probationary meetings for new employees/contractors. ● Revised all updates regarding benefits, health and safety practices and suggest any change needed to the current policies. ● Managed teams, direct work assignments and coordinated internal projects and deadlines.● Organized office operations and procedures. Planned and controlled main key-performance indicators for the teams.

Toronto, Ontario, Canada

● In-store shopping - selected quality products.● Ensured customer orders are accurate and ready for pick-up.● Answered any customer inquiries. ● Handled POS transactions (debit/credit/cash/gift card).● Provided exceptional customer service.● Assisted with other duties as required.

Toronto, Ontario, Canada

● Processes Development for each department● Processes Training for the quality team● Quality Assurance Reports development

São Paulo, São Paulo

● Managed IT Services provided to the following clients: Hoffman-La Roche (Pharmaceutical) - Service Desk, Onsite Support, Asset Management, Administrative, Quality Management, Processes Management and Systems Management in Latin America (Brazil, Uruguay, Ecuador, Peru, Mexico, Colombia, Central America, Chile, and Argentina). Solvay S.A. (Chemicals) – Service Desk, Onsite Support, Datacenter, and Asset Management for 9 countries in Latin America (Brazil, Argentina, Chile, Colombia, Ecuador, Guatemala, Mexico, Peru, and Uruguay). Natura (Cosmetics) - Service Desk, Onsite Support, Datacenter, and Asset Management for 6 countries in Latin America (Brazil, Argentina, Bolivia, Chile, Mexico, Peru, and Colombia).● Managed all SLA´s and KPI´s for all Operations under my responsibility.● Established a trusted/strategic advisor relationship with each customer and offered the continue value of the solutions provided. ● Negotiated with Partners for special projects. ● Reviewed and implemented new procedures to improve services in general.● Created, monitored, and controlled yearly and monthly Budget/ forecast each client´s project. ● Interaction on Pre-Sales dept, helping in proposal's development for RFPs, cost's plan, and risk management. ● Arranged weekly and monthly meetings with clients and internal teams to evaluate the results and coordinated actions plan to define new strategies to improve the services.● Participated with the HR department on the recruiting process to hire new engineers, support analysts, coordinators, process & quality analysts, and administrative assistants.

Barueri, São Paulo, Brazil

● Managed IT Services with around 260 employees on Service Desk, Onsite Support & NSOC Operations for National and Multinational Companies (Bayer, Novartis, Celpa, Cemar, LIGHT, MetLife, Compucom, Merck, Atlas Copco, and others).● Coordinated the development and Implementation of default Processes and Services Improvement for each client´s project.● Worked close to the Sales and Pre-Sales team to create new Business Opportunities and build the best offer to the clients based in their RFPs (Request for Proposals).● Reviewed KPI Management for all clients and actions plan development to avoid any services or financial impact for the company.● Arranged periodically meetings with Coordinators, Supervisors and Service Delivery Managers under my leadership to follow services and teams.● Maintained Interaction with Getronics in LATAM and Europe about status of all Global Contracts.● Participated on weekly and monthly meetings with clients and internal teams to evaluate the results and definition of actions plan working on new strategies to improve the services.● Monitored all Financial Reports and created action plan to improve the results of the managed projects.● Participated with the HR department on the recruiting process to hire new engineers, support analysts, coordinators, process & quality analysts, and administrative assistants.

São Paulo Area, Brazil

● Implemented and managed all company procedures, work instructions and quality assurance reports.● Coordinated the Processes and analysts team members.● Conducted Internal audits to have an environment aligned with the best practices of the market and keep the CISCO Gold Partnership.● Developed new executive and management reports. ● Evaluated Supplier and Vendor’s administrative documents as part of the Partners Management process in the Company. ● Supported all departments in the Company to achieve new Business opportunities, developing new Processes related to the new services provided. ● Dimension Data EUA – Framingham – MA: Participated as the Key User Training and Implemented the new ITSM tool – Service Now in Dimension Data Brazil.● Interacted with all Global Service Centers in Americas Level and coached all Brazilian teams to keep all services standardized. ● Traveled periodically to visit clients working on the Services and Quality improvement specially HSBC client at the Headquarter office.● Supported Operations Directors regarding budget and financial management for all projects under their leadership. ● WNDD Leader in Brazil (Women’s Network of Dimension Data), created professional events and worked together with EUA, Mexico, and Chile WNDD leaders. The program objective was highlighting the importance of women in the labor Market.

Business Administration And Management, General

Diploma, Business Management

Master Of Business Administration (Mba), Information Technology Management Mba

MBA - Information Technology Management

Bachelor'S Degree, Psychology