Customer Service Sales Representative

Milena Bertolini

***B Campus Street

Celebration, FL 34747

407-***-**** ******.*********@*****.***

Profile:

• Highly motivated, multilingual, versatile professional with great organizational skills

• Knowledge in several SAP HCM sub-modules: PY, PA, OM, BN, TM, LS

• Team leader capable of managing multiple tasks on a simultaneous effort, whose skills

include a thorough understanding of company/client satisfaction and high level of

customer service

• Recently trained in RWD uPerform software and SAP ECC 7.0 (April2011)

Technical Skills

SAP HCM, RWD uPerform, Visio, Deploy, Convergys, Thunderbird, Microsoft Office Suite.

Relevant Experience

ACCENTURE – Brazil – 15 months

Client: Bristol Myers Squibb, Princeton, NJ

SAP HR Analyst - Team Leader

.

• Successfully completed on-site training and knowledge transfer sessions for Bristol Myers

Squibb in Princeton, NJ.

• Identified and resolved data issues concerning SAP HR across multiple modules, such as

Compensation, Benefits and Payroll, and incorporated specific business rules into data

validation system.

• Assisted on development of improved business process diagrams / swim lanes using VISIO.

• Supervised all Staffing Operations in Curitiba, Brazil supporting client’s recruiter’s by creating

positions and inputting new hires with the help of 3 subordinates / direct reports.

• Digitalized paper resumes; Resume processing using Deploy program; Generate

correspondence to candidates

• Ensured processes were compliant with Sarbanes Oxley regulations.

• Accurately translated and localized processes, procedures and business rules from English to

Brazilian Portuguese.

• Responsible for the Change Communication process and escalation procedures and issue-

resolution between executive management for both Bristol Myers Squibb and Accenture.

• Trained users on Deploy.

• Designed and prepared documents processes of Personnel Administration (SAP-HR-PA)

processes.

Milena Bertolini – 407-***-**** – ******.*********@*****.***

Work History

Taverna OPA Restaurant – Orlando, FL 09/2008 to 12/2010

Server(Transitional Job)

Welcomed customers into the restaurant and seat them accordingly. Interacted with the customers

directly and quickly delivering the highest level of customer service. Promoted sales of liquor,

especially wines, food and after dinner treats such as cigars, liqueurs, single malts, deserts, etc…

Helped food runners deliver dishes properly to respective guests. Handle parties of 20 guests or

more on a daily basis. Successfully worked in teams to ensure big parties were taken care of in

timely manner and satisfaction

Transportes Fink São Paulo S.A. – Brazil 07/2003 to 03/2005

Sales Representative

Successfully promoted sales of international moving services in Southern Brazil. Captured

new clients mainly multinational companies with a high number of expatriates. Provided

budgetting and packing supervision of client’s goods, removal and container loading.

Delivered exceptional customer service to companies and client before, during and after

moving.

Club Med Resort – Brazil 05/2003 to 05/2004

Guest Relations

Maintained inventory of vacancies, reservations and room assignments; Registered arriving

guests and assigned rooms; Answered enquiries regarding hotel services and registration by

letter, by telephone and in person, provided information about services available in the

community and respond to guests' complaints; Compiled and checked daily record sheets, guest

accounts, receipts and vouchers using computerized or manual systems.

Walt Disney World Resorts/Crystal Palace Restaurant - Orlando, FL 05/2001 – 09/2001

International College Program/Hostess

Greeted guests in a warm and friendly manner, controlling the flow of work in the room by seating

guests in station rotation, handled the priority seating reservations and procedures and took

incoming telephone calls. Helped Servers and Managers in different assignments according with

daily demands.

Education: Bachelor’s degree in Communications - Major Journalism at

Pontifical Catholic University of Parana - Brazil 2001

Foreign Languages

Portuguese and Spanish

Milena Bertolini – 407-***-**** – ******.*********@*****.***

Milena Bertolini – 407-***-**** – ******.*********@*****.***

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