Laura Pavani Azevedo Email & Phone Number

Australia

Sydney, Australia

• Assist the Commercial Policy team with implementation of pricing and adjustments via SOS, IAF or other pricing adjustment mechanisms;• Administration of rebates for Boehringer Ingelheim business Key Accounts and Wholesalers;• Manage and validate the incoming data from Wholesalers and distributors to load into the Integrated Sales system and Cognos data manager monthly. Resolve any issues when identified;• Assist with the management of the capsule agency model including stock… Show more • Assist the Commercial Policy team with implementation of pricing and adjustments via SOS, IAF or other pricing adjustment mechanisms;• Administration of rebates for Boehringer Ingelheim business Key Accounts and Wholesalers;• Manage and validate the incoming data from Wholesalers and distributors to load into the Integrated Sales system and Cognos data manager monthly. Resolve any issues when identified;• Assist with the management of the capsule agency model including stock movements, quarterly stock take management, and annual forecast collation;• Assist the Commercial Policy team with any tasks requirements to ensure projects are delivered on time and customer needs are met;• Administration of monthly Key Account Dashboards relating to sales performance, product availability, seasonal campaigns and customer targets;• Assist the Head of Business Services Department with managing the regional and global Key Account requirements in projects such as segmentation, business planning and reporting. Show less

Frenchs Forest, Nsw - Sydney

• Interview and hire new cleaners, turnover and train new cleaners; • Organize team’s schedule including vacations, shifts and duties; • Quality assurance - Attend client’s first service with the cleaner (walk-through the house) and periodically visit clients during the cleaning (spot-check); • Single point of contact for team and clients; • Financial control including pay reports for cleaners and invoice for clients. Achievements: • Developed a training process… Show more • Interview and hire new cleaners, turnover and train new cleaners; • Organize team’s schedule including vacations, shifts and duties; • Quality assurance - Attend client’s first service with the cleaner (walk-through the house) and periodically visit clients during the cleaning (spot-check); • Single point of contact for team and clients; • Financial control including pay reports for cleaners and invoice for clients. Achievements: • Developed a training process, quote spreadsheet for clients and company website; • Provided consulting to the company owner, helping on strategic decisions as prospecting new customers and managing head-count; • Developed several financials reports, improving the financial health of the company; • Identified and provide mentoring to prepare possible successors. Jun 2016 – Nov 2016 Cleaner • Regular cleaning, spring-clean, housekeeping and end-of-lease cleaning. Show less

São Paulo E Região, Brasil

• Interview and hire new employees, turnover and train new employees and clients;• Organize team’s schedule including vacations, shifts and duties;• Monitor and live relocate consultants per skill and incoming calls volume;• Support board of director’s decisions referring to the department;• Fortnightly follow-up of employees, providing feedbacks;• Publish absenteeism report;• Provide remote support to the external team.Achievements:• Identified and provide… Show more • Interview and hire new employees, turnover and train new employees and clients;• Organize team’s schedule including vacations, shifts and duties;• Monitor and live relocate consultants per skill and incoming calls volume;• Support board of director’s decisions referring to the department;• Fortnightly follow-up of employees, providing feedbacks;• Publish absenteeism report;• Provide remote support to the external team.Achievements:• Identified and provide mentoring to prepare successors;• Developed and published weekly report recognizing and prizing employees of month;• Developed categorization of services requests and after implemented in an existent system;• Created and managed a pro-active action plan to reduce callings;• Developed Technical Assistance Quality report;• Create a task-force to reduced tickets in backlog. Reduced 90% in 3 weeks;• Increase team’s productivity, maintaining amount of open tickets within SLA stable;• Reduced absenteeism and turnovers. Show less

São Paulo E Região, Brasil

• Phone operator;• Student’s absenteeism report and classes scheduling;• First contact for general enquiries from student’s dealings and clients (front-desk);Achievements:• Developed an action plan to reduce the student’s absenteeism, reducing the time between the absent and schedule of next class.

São Paulo E Região, Brasil

• Interview and hire new employees, turnover and train new employees;• Schedule training and respective teams on clients;• Provide CRMWeb module training to clients;• ERP implementation, user’s support and system development consulting coordination;• Gather user needs and feedbacks, analyse and then feed IT Development requesting update or improvements;• Provide report of quality/quantity of closed issues;• Support board of director’s decisions referring to the… Show more • Interview and hire new employees, turnover and train new employees;• Schedule training and respective teams on clients;• Provide CRMWeb module training to clients;• ERP implementation, user’s support and system development consulting coordination;• Gather user needs and feedbacks, analyse and then feed IT Development requesting update or improvements;• Provide report of quality/quantity of closed issues;• Support board of director’s decisions referring to the department, sales possibilities and projects expansion;• Inside of client organizational structure, identify key employees and propose roles for each one on maintaining the system;• Financial structure follow-up, assessment and correction (payable/receivable accounts, bank reconciliation, income/dividends management/administrative reports) on behalf of the system client users including automated transactions Automatization (payable/receivable bank accounts system link).Achievements:• Created action plan to reduce callings management;• System’s potential improvements and development review plan. Show less

• Request and follow-up new logins and skills updating in CMS, including resolution check;• Error analysis (systemic or procedure) identification and analyses in several Call Centre systems as Clarify (Support), CMS (Record), BSCS (Post-paid), PCS (Consultants’ login) and DMS (Post-sale support);• Conceive and update in a daily and monthly basis management reports, including mapping system errors, consultant’s unavailability time during their duty, passwords reset requested, individual… Show more • Request and follow-up new logins and skills updating in CMS, including resolution check;• Error analysis (systemic or procedure) identification and analyses in several Call Centre systems as Clarify (Support), CMS (Record), BSCS (Post-paid), PCS (Consultants’ login) and DMS (Post-sale support);• Conceive and update in a daily and monthly basis management reports, including mapping system errors, consultant’s unavailability time during their duty, passwords reset requested, individual and teams’ performance, quality indicators and absenteeism report, using Excel VBA and Access;• Monitor incoming calls volume on each skill and according to with logged consultants, increasing or decreasing the number of consultants on the fly.Achievements:• Reduced 70% tickets on IT support. Show less

São Paulo E Região, Brasil

• BackOffice Sniffers area – Quality assurance on closed tickets including client contact to gather feedback;• BackOffice area – Client support on handset configuration and network services;• Co-billing area – Detail bills to clients. Fix irregular rates or correct debts in client bills.

Bachelor'S Degree, Physical Education Teaching And Coaching

Bachelor'S Degree, Management Information Systems