Rejane Micaelo Email & Phone Number

Rio De Janeiro, Brasil

Gestão operacional dos Parques do Rio de Janeiro - AquaRio, BioParque e Paineiras-Corcovado com foco na excelência de atendimento, encantamento, processos e inovação.

Atividade de consultoria em empresa de transporte de rodoviário de cargas com redesenho de processos com foco em produtividade, proposição de estrutura, planejamento e gestao de ativos.

• Responsible for operating the largest passenger transport railway in Brazil, 270km long, 126 trains, 104 stations and managing an annual budget of US$50 million with a focus on Customer Experience.• Increase in New Businesses (Commercial) by attending events with potential additional revenue of US$ 200 thousand per year.• Reprioritization of investments in maintenance, resulting in effective improvements in Customer Experience aspects such as: Punctuality, regularity, operational stability, travel time (on average 15 minutes less), safety, and customer information, leading to an increase of up to 10% in passenger volume.• Redesigning of flow and passenger messages with transparency, aiming to enhance the experience.• Improvement in the quality of service offered recognized by the customer with NPS growth and Grade awarded by 10%.• Implementation of new processes and policies for Operation, Crisis Management, Contingency and Emergency Response.• Restructuring of leadership structure reaching reduction of the number of headcount by approximately 5% and partial restructuring of positions, resulting in an annual saving of US$ 1.6 million.• Reduction of energy costs, the company's main individual cost line, by about 50%, representing approximately US$ 10 million.

Rio De Janeiro, Rio De Janeiro

Responsible for designing the processes of the subway operation area and all the planning with a focus on operational efficiency (allocation of resources aiming at the best user experience with the lowest operating cost), the Management of the Energy Contract - highest individual cost of the company (~ R$140 million/year) and Crisis and Risk Management. Team of 17 employees, 9 of which are senior and specialists, reporting to the Director of Operations.• I conducted a redesign study of all the operation processes with the generation of 140 documents from Macroprocesses to Work Instructions.• With the redesign of the service process at the stations, I made it possible to reduce the number of personnel, bringing savings cost and head count• Construction of the Ticket Sales Automation strategy with a reduction in sales costs. • I conducted studies and implemented the migration of medium voltage energy to the Free Market, generating savings• Design of the strategy for adapting services during the pandemic, due to the reduction of passengers, maintaining the quality standards of service provision.• Acting as a focal point in the technical relationship with the Regulatory Agency, disclosure of contractual indicators, analysis of occurrences, identification of opportunities and issues related to Operational Safety.• Member of the Innovation Committee in the past and current member of the Safety Committee of UITP - International Public Transport Association. I've acted as advisor for several sectorial projects in the company and spokesperson for operational issues.• Participation in Executive Board meetings, project meetings and external meetings, representing the Operations Board.

Rio De Janeiro, Brazil

• I participated in the creation of the innovation program;• Invited member in the commission for project evaluation and creation of evaluation criteria;• Mentoring for pre-selected ideas

Rio De Janeiro E Região, Brasil

Responsible for managing the 41 stations on Lines 1, 2 and 4, covering Security, Facilities, Cleaning, Customer Service and, later, Ticket Sales (Lines 1/4) with an annual budget of around R$100 million and a team of more than 700 direct and indirect employees and 300 outsoucerd staff. Member of the Innovation Committee and advisor to several sectorial projects in the company. Reporting to the Director of Operations.• I led from planning to the special operation of the Olympic Games, with a passenger record of more than 1 million passengers in one day, with an excellent return on image for the Company, having been elected the second best delivery of the Olympic Games in a spontaneous survey carried out by Rede Globo.• I elaborated all the planning and execution of the start of operation of Line 4 in Rio de Janeiro (6 new stations).• I promoted a 64% reduction in overtime volume and cost, with a concomitant reduction in staff, representing more than 10% in the personnel line.• I implemented SLA and other controls for Cleaning contracts with cost reduction.• Under my management, we achieved a 20% reduction in the number of customer service complaints with a 5.5% increase in demand.• I promoted growth of 15 percentage points in the Climate Survey satisfaction index (2015), with restructuring of the area• In service quality assessments, an indicator provided for in the concession agreement, I reached, for the first time in 3 years, levels above 8 out of 10 measured by 2 times a year survey.• Participation in Executive Board meetings, project meetings and external meetings, representing the Operations Board

Responsible for expansion studies, new projects and short, medium and long-term demand forecasting, as well as consumer behavior and segmentation studies, market research and contracting of external studies.Leadership of 10 direct employees and 16 outsourced employees, later 2 direct coordinators, 15 indirect employees and 8 outsourced employees.• I created and implemented the Market Intelligence area in the company, building the Customer Experience culture.• I created free registration which resulted in the reduction of free volumes by 70% with the implementation of a process to reduce fraud and guarantee revenue.• I led strategic projects such as customer experience, customer journey, sales automation, electronic ticketing and digital transformation, responsible for customer service, resulting in efficiency gains and cost reduction and increased customer satisfaction.• I redesigned the annual Carnival and New Year's Eve operations, with improved customer service, sales growth of around 100% and reduced expenses.• I conducted all the planning, management and interface management and created the Internal Volunteers Program to attend the World Youth Day and World Cup events, making the company a benchmark in the theme for mobility companies – more than 300 volunteers reached.• I conducted short and medium term passenger demand forecast studies with 98% accuracy, improving revenue forecasts and demand-aligned service offerings.• I prepared the demand assessment of structuring projects: TransBrasil, TransCarioca, Line 4, Metrô Bahia, VLT Rio, among others.

Rio De Janeiro, Brazil

• WG participation for the development of joint research;• Proposal of an alternative for socio-economic assessment in research (Brazil Criterion);• Benchmarking;• Participation as a speaker at regional events• Content creation for regional forums.

Responsible for service improvement studies to capture demand, integrations, new projects and demand projection in the short, medium and long term. Collecting customer information, adding value to the service offered and generating opportunities. • Implemented the Intelligence area with a 100% growth in transported pax, reaching more than 400 thousand passengers; • Design and execution of free passenger control with a reduction of around 50%;• Assessment of demand potential reaching 94% in 5 years; • Started adoption of market research for greater assertiveness in decision making; • Suggestion of special services for customer service, taking into account profile, occupancy rate, departures, headway, among others.

Rio De Janeiro, Brazil

In charge of the implementation of the Information Security Project throughout the Municipality of Rio de Janeiro. Proposals for auditing actions and permeating all PCRJ bodies. Actions of a technical nature, communication, creation of information security policy, disclosures, among others.Interaction with different profiles of professionals and different bodies.

Responsible for serving the markets of pubs, restaurants, snack bars and nightclubs, large customers and key-accounts at different times in Regional Rio, whose scope includes a large part of the State of RJ.• Working together with the Coke bottler in all market segments, sharing the sales team and seeking to increase the acceptance of the product in Rio de Janeiro, having doubled the market share and positive results in the period;• Closed negotiations of special facilities for exclusivity in theme parks such as Terra Encantada and nightclubs such as Bar do Tom/Plataforma, Meli Melo, Gattopardo, Estação do Gol, among others;• Joined trade visits, information analysis, training, incentive programs, discounts and special negotiations.

Head of Technical Services, responsible for team of 120 direct and indirect employees and a budget of around US$ 6 million per year of opex to provide technical services for more than 10.000 equipments.• Review of technical service processes with redesign of a hierarchical level seeking greater control and efficiency;• Design, area identification and physical change of the maintenance structure;• Separation of preventive and corrective maintenance, reducing the need for larger vehicles and, consequently, generating associated savings;• Incorporation of equipment into the maintenance park, increasing from 2,000 to 10,000 with the arrival of refrigerators and, even so, reducing costs by 50%;• Control of the distribution and installation of lending assets, in close relationship with the commercial area.

Rio De Janeiro, Brazil

• Implementation of service routines and records to monitor repeatability, productivity, measurement of employed resources and evaluation of the optimal replacement point;• Created warranty registration mechanisms using warranty returns, reducing costs for valves, refrigeration units, engines, among others;• Conducted benchmarking study with other bottlers;• Analyzed the repeatability of calls, reducing costs in a sustainable way through a small investment encouraged by the Coca-Cola Company;• Simplification of the work order process and digitalization for information processing

International Training, Rail Systems

Master Of Business Administration - Mba, Gestão Estratégica De Marketing

Especialização, Programa De Desenvolvimento De Líderes

In company 1. Empreendedorismo e Inovação 2. Visão de Negócios 3. Finanças Empresariais 4. Foco no Cliente 5. Gestão de Projetos 6. Gestão.

Especialização, Varejo

Especialização, Pesquisa De Mercado E Opinião Pública

Master Of Business Administration - Mba, Iag Marketing

Postgraduate Degree, Quality And Productivity

incomplete

Bachelor Of Engineering - Be, Industrial Engineering

Graphic Design

incomplete