Maria Silva Email & Phone Number

Barcelona Area, Spain

- Manage and support new implementation projects in learning services and training administration sector- Identified operational needs to achieve business objectives- Improve the operational processes, implement continuous improvement actions in recruitment Process, planning, and control (Reporting) and quality strategies initiatives- Develop and provide the best solutions, tools, and accurate plans to achieve the needs of our customers based on SLA`s - Manage and coach team, from different culture and languages

Barcelona Area, Spain

- Lead, develop, and design the business strategies in a high growth digital startup business- Implement Marketing and Sales project to improve revenues - Lead and manage Operation Customer Service, logistics, and Administration team- Define and develop the measurement process to ensure the high performance

Bangkok Metropolitan Area, Thailand

- Diagnosed and identified opportunities to improve HR processes.- Developed and implemented core processes: potential identification, succession planning,development, and performance management.- Defined KPIs and automatized tracking.- Designed and implemented Mentoring and Coaching Programs.- Applied DMAIC (Six Sigma methodology) to improve the critical process.- Responsible for setting targets and reward schemes,monitoring team performance.- Responsible for leading, motivating and developing the operational team.- Providing the necessary advise , coaching, support & guidance to the team.- Developed an integrated approach to logistic / supplier management improvement. - Supported logistic business process mapping and developed recommendations and corrected process deficiencies. - Defined direct import - export needs, sources and predicted right purchased volumes.

Czech Republic

- Responsible for commercial and operation performance of centres outsourced from banks, tourism, travel industry, FMCG and other sector in the Czech Republic and Central Europe (Bravo fly, Ceska Sporitelna, Home Credit, Renault, Mbank, City Bank, Tesco). - Managed and led multichannel division which represents 50% revenues of the company and operates in 3 locations, supporting the customer care and sales in Central Europe. - High level of coordination with different regional and corporate departments in order to align and achieve the strategic KPIs. - Leading a Multilanguage team of 500 team members, 4 dotted line reports. - Leading role in implementing leaner, simpler and more joined up structure with 7% cost reduction and 4% revenues improvement YoY.

Czech Republic

- Led Internal Audit and Intervention Department, reporting to EMEA Audit, Internal Control and Risk Management Director. - Accountable for risk reduction and compliance with applicable regulations. - Accountable for audit reports and risk mapping, prioritizing control vendor payments and authorization of outflows. - Development of "Anomaly Reports" (Non conformities), related to breach of rules, procedures or policies, incorrect use of the powers or responsibilities of a job, which poses a risk to the achievement of the objectives of Atento. - Assisted EMEA in the control and monitoring of the activities of the area (Internal Audit, Security and Risk Management, Monitoring of action plans, etc.), developed in the Czech Republic.

Czech Republic

- Managed and advised the leaders for the implementation of transversal quality projects in the Czech Republic reporting to EMEA Regional Director. - Advised and supported Business Operation Management team, focus on improvement of company’s KPIs (Quality, Sales, Time, Satisfaction and others). - Designed a comprehensive system to simplify HR recruitment processes. - Achieved the certification external Audit ISO Standard 9001:2009 during 3 consecutive year. - Led and developed the Six Sigma Projects, savings more than 3% of income in Telecommunication Division. - Achieved the first Black Belt project reducing the staff cost in 18%, based on saving operational time. - Designed and created business strategies and action plans, which increased the Satisfaction of the client from 90% to 95%

Czech Republic

- Managed and advised teams developing new operation plans, policies and procedures. - Managed the implementation of new methods (Customer Operation Performance Centre – COPC) and evaluated alternative business solutions and sales strategies. - Controlled and managed financial indicators to increase revenue and profitability. - Supported the achievement of targets in all business areas (HR, Planning & Control, Quality, and Financial & Operation). - Standardized corporate project management system; implemented, monitored, and enforced corporate policies and procedures.

Venezuela - South America

- Implementation of in-out mobile services to Movistar -Telefonica. - Responsible for direct supervision, feedback, coaching and team of 2 Senior Supervisors, 23 operational supervisors (400 FTE). - Assessment, diagnosis, monitoring and management of each service (management system), according to the parameters established in the contract with the client SLA. - Planning and strategy development along with an area of quality to ensure compliance with the objectives (Client Satisfaction). - Overachieved the staffing and scheduling accuracy by 2% vs the budget. - Improved the sales level of activations of value-added services by 7% and up-sell additional services to existing customers

Venezuela - South America

- Supervised customer care and back office processes of the Department of Commerce consulting affiliates, including: food production quotas, line consultation recipients of telephone service card transactions and food vouchers, information area (Production and Distribution). - Implemented the first in-house operation center and improved service level agreement by 4%. - Promoted the in-house operation center and added 4 new clients with the same process, increasing the revenues

Venezuela - South America

- Integrated telephone banking services, Department of Credit Card Authorization, client VIP area, retail banking services, Department of Locks and Preventing Fraud, Collection Services, marketing of insurance policies, cross-selling, up-selling, electronic and retention transactions. - Managed new software development and supported transaction process - delivered 8% abandoned reduction and increase client satisfaction by 3%.