Milene Silva Email & Phone Number

Lisbon, Pt

Lisboa

Some of the most important assignments involved: TV services operator: Revision of the human resources management model (streams involved - Competencies, career management, performance, rewards).Angolan company that manages, implements and explores contact centers, customer care and telemarketing services:Project to support the operation of a company that provides contact center services (streams involved - operation setup, commercial activity, recruitment, training, technological platform and communications infrastructure and support of the services delivery launching).Angolan telecommunications operator and Mozambican telecommunications operator:Analyze and assess the revenue assurance model from the local operations, in order to identify potential risk of loss of revenue in the process of revenue generation.Angolan telecommunications operator: Establishment of a team of collections. It involved recruitment and training of a team, definition of collections management processes, debt recovery and account reconciliation, and implementation of operational and executive dashboards.Portuguese telecommunications operator:- Business Process design and documentation according to the industry's best practices (eTOM), covering several business segments of the operator, and publication in the corporate process management application (ibpms)- Support the restructuration of the Business Solutions Segment, with the intent of raising the efficiency of end-to-end processes (examples: definition of a model for classification of proposals to identify the seniority of the team of the project, reformulation of the project dossier in way to simplify and uniform the existing model to face the needs of different areas).- Support to the Personal Mobile Department in order to identify the main operational procedures and consequent adjustment of the Corporate CRM solution ensuring maximum convergence between mobile and fixed realities.

Production planning and scheduling: specification and development of a production planning and scheduling platform. It involved the assessment of the business context, definition the solution’s functional and technical requirements and design of processes and respective workflows.

Executive Program, Telecom And It (Eptit)

Master'S Degree, Industrial Management And Engineering

Licentiate Degree, Industrial Engineering And Management

Education record