Rita De Cassia G. Liebezeit Email & Phone Number

Munich, Bavaria, Germany

• Supporting and contributing to the development of strategic projects that enable the achievement of corporate objectives.• Executing on central IT functions, e.g., process design and implementation.• Collaborating within units in the IT organization, while delivering on outcome of assigned sub projects.• Managing internal and external communication, as well as releases of organizational news.• Acting as Problem Management Process Manager, contributing with the process owner to improve the process in place.• Designing and implementing onboarding processes for new products.

São Paulo Area, Brazil

• Managing and leading the project team, responsible to implement a global service platform in Latin America.• Developing and maintaining a detailed project plan.• Managing project scope and change control and escalating issues where necessary.• Providing status reports to the project sponsor.• Definition and management of the User Acceptance Testing program.• Identifying user training needs and devising and managing user training programs.

São Paulo Area, Brazil

• Management of the release process, thus ensuring that procedures are followed by groups involved in compliance.• Constant updating of documentation related to the management process of release, both functional (SAP) and IT.• Planning Release (scheduled activities, schedule of functional and IT)• Communicate and manage customer expectations during the planning and implementation of new features, especially in terms of management failures, known errors (with workaround).• Ensure interaction with the team of Regression Testing to ensure the efficiency and accuracy of test schedules.• Coordinate the preparation of Releases: to coordinate the distribution and implementation of activities proposed for release, to manage the implementation of the activity and its effective communication.• Ensure that service outages and degradations are planned and implemented, thus avoiding emergencies.• Preparation of accurate reporting with KPIs activities released and implemented (Availability) by BI tools.

São Paulo Area, Brazil

• The role involves working in a team environment to process a large number of incoming calls from Europe, North America and South America. • Responsible for training of new contact center representatives and manage statistical reporting using the in-house database.• Complying with company guidelines for best practice at all times, therefore improving customer service based on client feedback through the development of new policies and procedures.

Mexico City Area, Mexico

• Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products. • In charge of all Latin American customers´ complaint and queries focusing on reintent to purchase new tickets and keep loyalty to the company.• Performed market research surveys on customer needs and requirements. • Prepared monthly complaint trends reports for the customer service management. • Generated repeat business through successful client follow-up.

It Management, Information Technology

Bachelor'S Degree, Foreign Languages And Literatures, General

High School Diploma, Informatics