• Innovative restaurant at renowned Augusta street with 2 million reais revenue/year during its peak , 2 stores, 30 internal employees, 2 outsourced employees and several service providers.• Business Plan & Stores Opening - Financial plan, marketing survey, definition of investment amount, societary structuring, P&L , PMO and Ooening• Marketing - Conducted creation and development of branding & portfolio (menus, materials); Definition of campaigns, festivals and sales promotion, site… Show more • Innovative restaurant at renowned Augusta street with 2 million reais revenue/year during its peak , 2 stores, 30 internal employees, 2 outsourced employees and several service providers.• Business Plan & Stores Opening - Financial plan, marketing survey, definition of investment amount, societary structuring, P&L , PMO and Ooening• Marketing - Conducted creation and development of branding & portfolio (menus, materials); Definition of campaigns, festivals and sales promotion, site and social media development. • Operations - Developed all operational process: supplyers definition, sales system, pricing, cost sheets, Ratio Cost / Sales price, purchasing department, inventory, process improvement.• HR - Recruiting, training, impact of headcount, contract termination , relationship with lawyers and consulting firms.• Finance - Created and developed models and controls (revenue, service), control of cash flow, Accounts Payable, P&Ls, budgets).• Structured banking operations - financing, loans, renegotiations. • New Business - Delivery, events, decentralized production between stores, new technologies; modeling and prospection for sales of frozen and fresh food.• Business closing - Strategy and conduction of all process reducing financial and legal risks .• Increased revenue (flagship store) year by year between 2010 & 2015; From R$ 600,000/year to R$ 1.500,000/year.• Reduced costs and expenses (flagship store) around 11% to 12% - between 2013 & 2015. • Improved average ticket in more than 50% with an overall review in all the menu. • Launchedmore than 30 marketing actions and campaigns.• More than 50 local and international media (news, magazines, TV, journals, blogs, etc...). Show less

Direct Report to CAO / Co-report to CEO• Managed 50 people directly and indirectly (among internal and outsourced employees) ; responsible for all Operations area supporting a structure with 200 brokers and 13 branches in Brazil • Implemented and managed Quality area, indicators and company KPIs; Coordinated Siebel implementation for brokers. • Developed and managed company call-center and attendance in branches; Call Center - 6000 attendances/month; Improved Service Level from… Show more Direct Report to CAO / Co-report to CEO• Managed 50 people directly and indirectly (among internal and outsourced employees) ; responsible for all Operations area supporting a structure with 200 brokers and 13 branches in Brazil • Implemented and managed Quality area, indicators and company KPIs; Coordinated Siebel implementation for brokers. • Developed and managed company call-center and attendance in branches; Call Center - 6000 attendances/month; Improved Service Level from 71% to 93% / Attendance Average Time reduced from more than 4 min to 2 min 30s; Waiting Average Time from 23s to 13s.• Mapped all the flows and procedures / routines for areas in new company. • Responsible for Operations & Opening stores PMO. • Coordinated and implemented the first mannual with operations and routines; Trained all brokers; Implemented new comission model for company. Show less

• Report to Operations Executive Director• Managed 26 people directly and indirectly in 4 areas - PMO, Projects & Process / Innovation & Knowledge Management / Banking Transactions / Custody & Documents Reception supporting 1000 people distributed in Retail and Corporate Bank• Active member of annual Operations strategic planning • Bi-weekly PMO coordination with Operations heads • More than 25 projects, reviews and studies with both quantitative and qualitative results; More… Show more • Report to Operations Executive Director• Managed 26 people directly and indirectly in 4 areas - PMO, Projects & Process / Innovation & Knowledge Management / Banking Transactions / Custody & Documents Reception supporting 1000 people distributed in Retail and Corporate Bank• Active member of annual Operations strategic planning • Bi-weekly PMO coordination with Operations heads • More than 25 projects, reviews and studies with both quantitative and qualitative results; More than 15 benchmarkings done with other companies. • Coordination of internal marketing campaigns, training in process tools, knowledge management, Operations events • Responsible for compliance and quality measurement indicators• Implemented forum and Operation KPIs at Web Show less

• Direct report to Customer Service & Channels Manager / Co-report to Marketing Executive Director / Matrix Reports to Quality and Retention Heads for Latam - Bi-weekly conferences. • Managed 9 people in 4 areas; Implemented Retention Channel.• Manager ]pelas células de suporte aos gerentes para abertura e encerramento de contas e por melhoria de processos, métricas e controles da área de reclamações em qualidade.• Responsible manager for implementing internal Web Sales… Show more • Direct report to Customer Service & Channels Manager / Co-report to Marketing Executive Director / Matrix Reports to Quality and Retention Heads for Latam - Bi-weekly conferences. • Managed 9 people in 4 areas; Implemented Retention Channel.• Manager ]pelas células de suporte aos gerentes para abertura e encerramento de contas e por melhoria de processos, métricas e controles da área de reclamações em qualidade.• Responsible manager for implementing internal Web Sales Channel for Consumer/Retail Bank- Awarded as innovator project. • Managed project for structuring and launching Work-Flow tool in Brazil for Consumer/Retail Bank - More than 400 mapped flows , more than 10% optimized, around 700 users trained ant at least improvement in 1 day for problem resolution. Show less

• Implementation of Resolution Problems Channel - At least R$ 900,000/year of forecasted saving besides non-measureable gains. `• Member of Febraban's attendance committee / 2003 – 2004.

• E- Banking - Improved availability from 85% to 99.65% resulting in saving around U$ 270,000 per year. Locally and internationally awarded project with maximum quality honour for Latam.• Awarded by social projects at Citibank