Leonardo Menezes Email & Phone Number

São Paulo Area, Brazil

• 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
• 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.

São Paulo Area, Brazil

• 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
• 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.
• Mapped all the flows and procedures / routines for areas in new company.

São Paulo Area, Brazil

• 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.
• 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
• More than 25 projects, reviews and studies with both quantitative and qualitative results; More than 15 benchmarkings done with other companies.

São Paulo Area, Brazil

• 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
• 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.

São Paulo Area, Brazil

• 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

São Paulo E Região, Brasil

Bachelor'S Degree, Engenharia Naval

Mba, Inovacao, Gestao Conhecimento, Tecnologia, Produtos

Black Belt, Process Improvement, Projects

Green Belt, Process Improvement, Projects