Paula Pontes Arias Email & Phone Number

Ottawa, On, Ca

Ottawa, Ontario, Canada

• Prepare daily and weekly operational reports and host meeting• Reviews performance of service delivery unit against operational level agreement or service level agreement and drives the service owners to deliver at the committed quality. Recognizes any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed;• First point of client contact, responsible for internal and external communications, document… Show more • Prepare daily and weekly operational reports and host meeting• Reviews performance of service delivery unit against operational level agreement or service level agreement and drives the service owners to deliver at the committed quality. Recognizes any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed;• First point of client contact, responsible for internal and external communications, document review, keeping accurate and up to date records. • Responsible for delivering against the agreed forecast of the engagement P&L and actively works with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements; • Build relationships with Customers, help address issues, provide proactive strategy with their Accounts;• Efficiently manage time, develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of processes. Show less

Hamilton, Ontario, Canada

• Answer calls and responds to emails • Make calls to existing customers whose contract is about to end to negotiate a new contract• Handle customer inquiries both over the phone and by email • Understand customer requirements to provide a solution when needed• Offer and resolve customer complaints • Provide customers with product and service information • Enter new customer information into the system • Update existing customer information • Process orders… Show more • Answer calls and responds to emails • Make calls to existing customers whose contract is about to end to negotiate a new contract• Handle customer inquiries both over the phone and by email • Understand customer requirements to provide a solution when needed• Offer and resolve customer complaints • Provide customers with product and service information • Enter new customer information into the system • Update existing customer information • Process orders forms and applications • Identify and escalate priority issues • Route calls to the appropriate resource Show less

Campinas E Região, Brasil

• Analyzing and managed the forecast of each project, working with sales and technical teams when a new contract was signed• KPI’s control for each client’s contract, generating reports to project executive• Controlling billing and invoicing process thru Excel and ERP, leading adjustment, disputes, and resolution with project executive • Managing innovation projects to improve system problems and value to the process • Automated process to decrease cycle time from eight hours… Show more • Analyzing and managed the forecast of each project, working with sales and technical teams when a new contract was signed• KPI’s control for each client’s contract, generating reports to project executive• Controlling billing and invoicing process thru Excel and ERP, leading adjustment, disputes, and resolution with project executive • Managing innovation projects to improve system problems and value to the process • Automated process to decrease cycle time from eight hours to four hours. • Monitoring project inventory throughout its execution, mobilized the project teams, controlled activities from the project, services usage, as well as pending issues and risks, ensured that the scope, effort, schedules, and requests for change are being met, operated as a focal point among all involved • Clients: Anixter, BNSF, City of Chicago Parking, MARS Inc., LSG Sky Chefs, Meijer Inc, Gap Inc., Wyndham Corp. • Using Agile Methodology and Design Thinking to deploy innovation projects. Show less

Hortolândia, São Paulo, Brazil

• Responsible for analyzing IBM's budget, real data, and business dynamics • Seek continuous improvement in the controls and processes related to the management of contracts with customers, to bring opportunities to increase revenue. • Prepared and presented a detailed analysis of business issues and recommended solutions for management through the Agile methodology.• Responsible for maintaining client relationships by supporting the fulfillment process, taking ownership of… Show more • Responsible for analyzing IBM's budget, real data, and business dynamics • Seek continuous improvement in the controls and processes related to the management of contracts with customers, to bring opportunities to increase revenue. • Prepared and presented a detailed analysis of business issues and recommended solutions for management through the Agile methodology.• Responsible for maintaining client relationships by supporting the fulfillment process, taking ownership of problem resolution, accurately handling processing/transaction requirements, applying effective research techniques and promoting client satisfaction and sales productivity. Show less