Maria Silva Email and Phone Number
Maria Silva personal email
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Operational & Customer Experience DirectorLead, develop, and design the business strategies in a high growth digital startup businessImplement Marketing and Sales project to improve P&LManage Customer Service, logistics, and Invoice team, focuses on Customer Satisfaction ( users and partners)Operation Business ManagerOperation performance responsible of contact center outsourced from Finance, FMCG, telecommunications and other sector in the Czech Rep & Central Europe.Audit, Internal Control and Risk ManagerPerform Internal Audit and Intervention Department, in order to reduce the risks associated with operations and safeguard the integrity of the company assets by ensuring the compliance with applicable regulations.Quality & Process Manager Design and implement KPI measures, systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement. Development and control of actions plan to improve of COV , P&L on projects with deviation related to budget.Customer Operation Performance ManagerManage and develop teams to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives.Manage the implementation of new methods (COPC) and evaluate alternative business solutions and strategies.Business Operation Project ManagerImplementation of In- out mobile services to Movistar -Telefonica. Responsible for direct supervision, feedback, coaching and team of 2 Senior Supervisor, 23 operational supervisors (400 FTE). Assessment, diagnosis and monitoring of management of each service (management system), according to the parameters established in the contract with the client SLA.Specialties & Certifications: Avanced Program Agile and Scrum Project ManagementMicrosoft Power BI Data ManagementInternational Certification Lean Six Sigma Black Belt (ISSSP)Customer Operation Performance Center (COPC) Registered International Organization for Standarization (ISO) Auditor
Veganook'S
View- Website:
- veganooks.com
- Employees:
- 2
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ManagerRaytheon Professional Services Jan 2019 - PresentBarcelona 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
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Head Of Operation & Customer ExperienceVeganook'S Oct 2018 - PresentBarcelona 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
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Process Improvement ConsultantEk-Chai Thailand/ Logistics Jun 2014 - Oct 2015Bangkok 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.
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Business Sr. ManagerAtento Czech Republic Aug 2013 - Jun 2014Czech 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. -
Audit, Internal Control And Risk ManagerAtento Jan 2013 - May 2014Czech 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.
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Quality & Performance Process ManagerAtento Jun 2011 - Nov 2013Czech 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%
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Customer Operation Performance ManagerAtento 2009 - 2012Czech 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.
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Business Operation Project ManagerAtento Venezuela S.A Mar 2004 - May 2008Venezuela - 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
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Call Center Supervisor To Sodexho Pass Sodexho-AllianceAtento Venezuela S.A 2003 - 2004Venezuela - 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
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Call Center Supervisor To Provincial Bank- BbvaAtento Venezuela S.A 2002 - 2003Venezuela - 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%.
Maria Silva Skills
Maria Silva Education Details
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Universidad Católica Andrés BelloBusiness Administration
Frequently Asked Questions about Maria Silva
What company does Maria Silva work for?
Maria Silva works for Veganook's
What is Maria Silva's role at the current company?
Maria Silva's current role is Manager at Raytheon Professional Services.
What is Maria Silva's email address?
Maria Silva's email address is me****@****ail.com
What schools did Maria Silva attend?
Maria Silva attended Universidad Católica Andrés Bello.
What are some of Maria Silva's interests?
Maria Silva has interest in Business Psychology, Reading, Photography, Games, Strategic Planning, Squash, Organizational Development, Six Sigma Standard.
What skills is Maria Silva known for?
Maria Silva has skills like Business Strategy, Management, Change Management, Strategy, Team Leadership, Operations Management, Performance Management, Negotiation, Process Improvement, Business Analysis, Strategic Planning, Customer Service.
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Maria Silva
Responsable Marketing Digital En Premier Espana. Máster En Publicidad Integrada. Máster En Comunicación Audiovisual. Publicista. Técnico En Publicidad Y ComunicaciónMadrid1hotmail.com -
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2xplanation.com, languagewire.com
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