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Customer Service Manager

Location:
Manama, Bahrain
Posted:
October 10, 2018

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Resume:

LEONARDO A M ALMEIDA

Cel: +973-****-****

+55-31-711*-****

E-mail: ac7b5b@r.postjobfree.com

Objectives

Program and Project Management, Finance & Risk Management, SAP CRM & IS/U-CCS Solution Architect

Professional Profile

Broad experience in IT Strategy, SAP Implementation and Upgrade projects (CRM, IS/U-CCS, ERP), project team management, planning, business processes design, system implementation, control change requests, system improvements and resource management;

Strong expertise on managing and coordinating multidisciplinary teams from many areas with different cultures and technical background;

Responsible for leading and/or supporting sales initiatives, RFP’s response, contract extension and proposal pricing strategy;

Broad international project management consulting experience: Argentina, Austria, Bahrain, Brazil, Costa Rica, Mexico, Saudi Arabia, Spain, Turkey and United States;

Strong managerial skills with the ability to successfully execute plans and achieve milestones and goals;

Worked with BearingPoint Inc (KPMG Consulting) United States as a Senior Manager within Utilities Practice and based on Miami, FL (mySAP CRM & SAP IS/U-CCS implementations);

Over 20 years of work experience - 9 years of consulting experience in Big 4working with Accenture, BearingPoint, KPMG Consulting, Ernest Young Consulting and Prosodie;

Over 16 years of mySAP CRM and IS-U/CCS consulting experience – SAP C4C Cloud for Customer, SAP Hybris, SAP FIori & MCF (Multi Channel Foundation), SAP CRM On-Premise: Customer Care System, Customer Interaction Center (CIC),CRM/ISU Master Data Migration and Replication and CRM Middleware with 8 full lifecycle implementations;

Expert in system integration and implementation for Utilities companies: SAP CRM, SAP IS-U/CCS and EAM;

Industry Knowledge: Utilities, Automotive, Consumer Package Goods, Public Sectorand Telecom / IT Services;

Languages: Fluent in English and Spanish. Advanced German and Portuguese as mother tongue;

Strong analytical and problem solving skills;

Consulting expertise with technical hands on experience, team oriented approach;

Education

Ohio University &FGV MBA–Master of Business Administration, Brazil and USA

MBA, 2011 – 2012

Specialization in Project Management, Finance, Accounting and Audit management

Yale University–Yale School of Management, USA

Certificate, 2006–2006

Leadership Executive Education

UNICAMP - State University Of Campinas, School Of Electrical and Computing Engineering, Campinas, Brazil

Certificate, 1996 - 1997

Specialization in Telecommunications, Optics and Electronic Systems

UNICAMP - State University Of Campinas, School Of Electrical and Computing Engineering, Campinas, Brazil

B.Sc. with honors, 1993 - 1997

Minor in Economics and Business Administration

Collaborator and Advisor of the Junior Electrical Engineering Group

Work Experience

GMX Consulting, São Paulo, Brazil

Managing Partner, Management & Technology Consulting, August 2009 - Present Date

Experience in IT project management or IT operations management with ability to: Make quick assessments to understand client operations, processes and business opportunities; Define and recommend practical solutions taking into account risks, costs, and benefits; Present solution alternatives to senior stakeholders, drive scope and prioritize decisions and achieve process improvements that increase efficiency and quality.

Manage risks, project finances including planning and budgeting, define deliverable content, ensures buy-in of projected solutions from top management levels at the client;

Develop and maintain contact with top decision makers at key clients, organize, lead and pursuit teams, participate and lead aspects of the proposal development process and contribute to proposal pricing strategy;

ROI & TCO analysis, Risk Mgt procedures;

Financial responsibilities including project cost estimating, proposal generation, revenue forecasting, and invoicing.Evaluate, design and identify appropriate value architect services for each engagement

Sales and proposal presentations in addition to completing ongoing team account activities. Identifies additional product/services opportunities in customerorganization.

Project: SAP CRM 7 EHP2 & IS-U/CCS( Saudi Electricity Company, Saudi Arabia )

CRM & IS-U/CCS Business Solution Architect, Utilities, November 2017 – Present Date

SAP CRM On-Premise: CRM service order, service ticket, service notification, full master data replication (CRM<>IS-U/CCS), CTI integration, ERMS, marketing and sales and customer service processes review and optimization.

SAP Fiori & MCF (Multi Channel Foundation), SAP Hybris C4C – Project implementation and integration with on-premise solution. SAP S/4 HANA for Utilities implementation and scenarios analysis.

Project: SAP CRM 7 EHP2 & IS-U/CCS ECC6.04 ( Cemig Energy Distribution & Light SA, Belo Horizonte, Brazil )

CRM & IS-U/CCS Solution Architect, Utilities, February 2012 – October 2017

Managed and responsible for a team of 20 FTEs during all project phases, including blueprint, realization planning, integration testing strategy and planning, stress testing and dress rehearsal strategy, planning and execution;

CRM & IS-U/CCS solution architect: Interaction Center, CRM service order, service ticket, service notification, full master data replication (CRM<>IS-U/CCS), CTI/Genesysintegration, ERMS, customer service processes review and optimization (IS-U/CCS functional upgrade).

Project: SAP CRM 7 EHP2 ( Gasmig, Belo Horizonte, Brazil )

CRM & IS-U/CCS Solution Architect, Utilities, December 2015 – February 2016

CRM solution architect: Interaction Center, full master data replication (CRM<>IS-U/CCS), customer service processes review and optimization.

Project: SAP CRM 7 EHP2 Implementation (Cemig Energy Distribution, Belo Horizonte, Brazil )

CRM & IS-U/CCS Solution Architect, Utilities, February 2012 – Jnauary 2014

CRM solution architect:Interaction Center, CRM service order, service ticket, service notification, full master data replication (CRM<>IS-U/CCS), CTI/Genesysintegration,ERMS, customer service processes review and optimization (IS-U/CCS functional upgrade).

Project: SAP ECC6 EHP5 Implementation ( Aethra, Contagem, Brazil )

Project and Integration Manager / Solution Architect, Automotive, June 2011 – December 2011

Project scope: BW/BO, ERP (FI, CO, PS, PP, PM, QM, DMS, MM, WM e SD), PI e GRC.

Project: CRM 7.0 & SAP IS/U-CCS ECC 6.0 Implementation ( BaskentElektrik SA, Ankara, Turkey )

Project and Integration Manager / Solution Architect, Utilities, March 2010 – May 2011

Actedas project, integration manager (50 FTEs) and CRM & ISU CCS solution architect leading the functional team CRM, BI, FICA, DM, WM, CS and BW during the implementation of SAP IS/U-CCS ECC 6.0, CRM7.0 and BW at BaskentEletrik SA – Turkey;

Responsible for blueprint and realization planning, integration testing strategy and planning, stress testing and dress rehearsal strategy, planning and execution;

Focus on bringing the benefits of previousCRM and ISU projects, best practice processes and SAP Technology to Utilities companies at costs and tailor solutions aligned to the local market;

Experience in implementing/following methodologies such as PMI, SAP ASAP, Cobit;

Experience in designing solutions for regulated and deregulated market: Utilities master data, SAP CRM 7.0 Multi-channel customer interaction web-client, (e.g. BCM/CTI integration, In/outbound call, ERMS),Customer Service Optimization (e.g. New Connections, capacity planning and Mobile Field Service),Loss Analysis (e.g. Fraud identification),Outage Management solution, External and Internal Cash Desk (online banking), On site billing (Online and Offline solution).

Project: Intelligent Transport System Implementation Proposal (Transfacil / BHTrans, Belo Horizonte, Brazil )

Project Manager, Public Transport, November 2009 – February 2010

Managed a team of 10 FTEs during the creation of a technical and commercial proposal for an Intelligent Transport system in Belo Horizonte - Brazil; Project Worth(estimate): 90 millions

Technical scope definition, methodology, implementation strategy, RFPs creation for evaluating and analyzing vendors solution, activity plan, risks analysis, return of investment analysis and pricing strategy;

Scenarios and ROI analysis and final report recommendation of ITS solution (Intelligent Transport System).

Project: Electronic Billing System Implementation Proposal (Empresa1 / DIVEO / SD, Belo Horizonte, Brazil )

Project Manager, Financial Services, October 2009 - October 2009

Responsible for a team of 8 FTEs during the creation of a technical and commercial proposal for a electronic billing system to CBSS (Visa Vale) including the executive summary, solution scope implementation, methodology, implementation plan, activity plan, organizational structure and price strategy. Project Worth(estimate): 30 millions

BearingPoint Inc. (KPMG Consulting), Miami Office, United States

Senior Manager, Commercial Services, October 2008 - July 2009

Manage risk, project finances including planning and budgeting, define deliverable content, ensures buy-in of projected solutions from top management levels at the client;

Develop and maintain contact with top decision makers at key clients, organize, lead and pursuit teams, participate and lead aspects of the proposal development process and contribute to proposal pricing strategy;

Increase awareness and reputation of the BearingPoint SAP Practice through development of technical solutions,tools, methodologies and business models/templates;

Define systems strategy, quality assurance, develop systems requirements and implementpractical business solutions under multiple deadlines.

Responsible for activities planning, scope and change control within SAP project team;

Expert in system implementation for Utilities companies: CRM, IS-U/CCS and EAM;

Expert in SAP CRM system implementation, planning and strategy.

Project: mySAP CRM 2007& SAP IS/PS-CD Implementation ( Ministerio de Hacienda, San Jose, Costa Rica )

Senior Manager, February2009 – April 2009

Advised Ministerio de Hacienda, a federal tax government agency based on San Jose/Costa Rica, on a CRM Strategy for its SAP IS-Public Sector and SAP CRM 2007 solution implementation.

Provided a high-level estimate of the effort needed, resources, benefits and its associated costs.

Quality assurance and SAP CRM 2007 solution architect

Developed a basic SAP CRM 2007 configuration package as an accelerator for SAP CRM 2007 Master Data, IC WebClient, Middleware, Activity management and Organizational structure.

Project: SAP ERP, CRM2007& IS/U-CCSAssessment for Upgrade (City of Tacoma, Tacoma/Seattle, USA )

Senior Manager, October 2008– November 2008

Advised City of Tacoma, a leading Utilities government organization based on Tacoma/Seattle - USA on a SAP ERP and IS/U-CCS 4.71 assessment for ECC6.0 upgrade and CRM 2007 implementation

Provided FIT / GAP analysis between its current system and the upgrade to SAP ERP6.0 and CRM 2007.

Provided a first, high-level estimate of the effort needed for a technical and functional upgrade. Outlined key activities for the upgrade plan, new features and its associated benefits, IT opportunities and potential IT savings.

BearingPoint (KPMG Consulting), São Paulo Office, Brazil

SeniorManager, Commercial Services, June 2002 - September 2008

Project: mySAP CRM 5.0 &SAP IS/U-CCS ECC 6.0 Implementation ( EDB - Bandeirante, São Paulo, Brazil )

Senior Manager, November2006– July 2008

Acted as SAP CRM integration manager (28 FTEs) and CRM solution architect for the implementation of mySAP CRM 5.0 with SAP IS/U-CCS ECC 6.0 at EDB – Energias do Brazil (Member of EDP Group and formerly known as Bandeirante);

Experience with the following project phases including planning, business process blueprint review, detailed design /construction, integration test, and cutover;

Ensure design recommendations are the best solution for the client (solution vs cost perspective);

Understands delivery within a fixed price model and able to operate effectively within those constraints;

Identified and escalated issues and risks within project structure;

Responsible for activities planning, scope and change control within CS CRM team;

Able to lead functional or technical workshops to design and adjust solution within the business context;

Experience with mySAP CRM 5.0 Customer Service IS/U-CCS ECC 6.0 including Business Master Data, CIC and related Front Office Processes, configuration knowledge of CRM Online processes, Contacts /Activities, Regional Structure and the Move-In/Out and Disconnect / Reconnect processes;

Experience CRM middleware deployment and internet portal integration (on-line web customer services);

Project: mySAP CRM 4.0 &SAP IS/U-CCS 4.72 Implementation ( Light SA, Rio de Janeiro, Brazil )

Manager, January 2005 – October 2006

Actedduring integration test phase as a functional / integration manager for SAP CRM and IS/U-CCS (50FTEs) and solution architect,leading the functional team CA, BI WM, DM, CS and BW during the implementation of mySAP CRM, IS/U-CCS and BW;

Acted SAP CRM integration manager (16 FTEs) and solution architect during the realization phase for the first implementation of mySAP CRM 4.0 integrated withSAP IS/U-CCS in Brazil;

Experience in defining systems strategy, developing systems requirements and implementing practical business solutions under multiple deadlines;

Experience with all phases of an CRM – IS/U-CCS project implementation including planning, business process blueprint, detailed design, strong configuration experience, integration test, cutover and support pos go-live;

Experience with mySAP CRM 4.0 Customer Service IS/U-CCS 4.72 including Business Master Data, CIC and related Front Office Processes, configuration knowledge of CRM Online processes, Contacts /Activities, Regional Structure and the Move-In/Out and Disconnect / Reconnect processes;

Solid understanding of other areas of IS/U-CCS including Billing, FI-CA, Device Management and Work Management;

Experience with marketing planner, customer segmentation, campaign management and its integration with BW;

Experience with IVR solutions, CTI integration, CRM middleware deployment and internet portal integration.

Project: Event Management Solution – PapiNet Implementation ( AracruzCelulose SA, Aracruz, Brazil )

Manager, June 2004 – November .2004

Supply Chain Visibility, Event Management and ERP Customer Integration: coordinated the team during the project Customer Integration using the PapiNet global standard;

Advised the client on alternatives for improving an event management solution for a worldwide paper & forest industry based on Brazil, providing sales & export business model optimization; collaborative planning, CRM B2B eCommerce, forecast and replenishment; vendor management inventory; advanced shipping notice for its customers and supplies.

Project: IT Strategic Plan ( General Motors, São Caetano, Brazil )

Senior Consultant, February2004 – June 2004

Developed a five years IT Strategic Plan for a leading automotive industry in Brazil, aligning the client’s global and local strategy and IT initiatives, Business architecture, GAP Analysis and final IT Roadmap;

Conducted interview and workshops with senior IT and business executives to develop the current state assessment, business strategy and integrated future-state vision;

Responsible for the Marketing & Sales, After-sales and Customer Services team and final product templates.

Project: mySAP CRM and SAP IS-Beverage Implementation ( CCM / Femsa, Monterrey, Mexico )

Senior Consultant, November 2002 –January 2004

Assisted the implementation of SAP IS-Beverage in a leading Beverage Industry in Mexico by supporting the roll-outs in the regional sales offices across Mexico focused on CRM businesses models using the following SAP tools: Project System (PS Module), marketing planner, campaign management and segment builder;

Led the CRM team during the roll-outs at the regional sales offices. Assisted the client in generating and implementing a training program to key users and local post go-live support;

Knowledge of Beverage Industry Sales and Distribution Business Models with focus on CRM Practices: Marketing Planning and Campaign / Master Data Management.

Project: Billing Software Adherence Analysis ( Copel Distribution SA, Curitiba, Brazil )

Senior Consultant, June 2002 –October .2002

IT Quickscan: current state assessment, computer platform, hardware and software, communications network, application systems, personnel, business architecture, IT Architecture;

Functional GAP analysis focused on the billing business models, technical RFI (Request for Information) editing, main billing solutions / vendors evaluation and final recommendation report.

Prosodie Group / Audiotel, Buenos Aires, Argentina

IT Manager, Business Development, November 2001 – May 2002

Developed a short-term and long-term IT strategic system plan for a new IT start-up services based in Brazil with focus on SMS market, m-Commerce and telecom services, facilitating the local implementation in Brazil of the business-to-business and business-to-consumer solutions from Argentina;

Business development and Regional / National Market Analysis;

SMS Brazil market: research, strategy and business cases developing;

Product Development for the Brazilian market: Business Model and Implementation management.

Credicard / Orbitall, São Paulo Office, Brazil

Consultant, Business Models, July 2001 - October 2001

Designed and recommended business process improvement for the financial process of a major credit card administration firm in Brazil, increasing its efficiency and control as well as reducing its operating costs;

Support the implementation of Vision Plus package system.

Accenture, São Paulo Office, Brazil

Consultant, Business Models, August 2000 - May 2001

Project: IT Strategic Plan ( Fiat Automóveis S.A, Betim, Brazil )

Consultant, December 2000 –April 2001

Developed a 5 years strategic IT system plan for Fiat Automóveis, a leading automotive industry in Brazil that would help transform the company, aligning the client’s IT budget, IT Architecture, Business architecture and cost takeout goals;

Current State Assessment; GAP Analysis, Opportunities Identification and Future State Assessment;

Business Case / ROI Analysis and Preliminary Roadmap; Final Roadmap and Prioritization.

Project: Traffic and Statistical Reports on Web ( WAP Start-up: w-Aura, Rio de Janeiro, Brazil )

Consultant, August 2000 –November 2000

Assisted in designing of a new data warehouse for w-Aura, a business-to-business telecom company in Brazil that would help the client increase business performance, business control and provide support for the marketing strategy;

Information Management and Architecture: data governance, databases, data warehouse/mining, Extract/Translate/Load, SQL Language Business Objects and Web Trends Suite.

Robert BOSCH, Campinas, Brazil

Quality Engineer, Quality Assurance Department, December 1998 – July 2000

Managed and coordinated projects to improve cost and quality of manufacturing processes/products;

Provided proactive direction to assure highest quality product, service and support at minimized cost;

Contact with the clients: General Motors, Volkswagen, Fiat, VW-Audi, Peugeot and Renault;

Use of the system / process improvement tools: APQP, FMEA, MASP, CIP and Control Plan;

Quality evaluation of the pilot series. Manage of the homologation tests. Release of new series production;

Contact with the Headquarter in Germany regarding the technical information, support and procedures.

AEC - Ars Electronica Centers, Linz, Austria

Intern, Research & Development, October 1997 – September 1998

Plásticos Mondragon, Valencia, Spain

Intern, Research & Development, July 1997 – September 1997

Robert BOSCH, Campinas, Brazil

Intern, Technical Sales, January 1997 - June 1997

UNICAMP - State University of Campinas, Institute of Mathematics and Statistics, Brazil

Researcher, Research, August 1995 - December 1996

Junior Electrical Engineering Group at the State University of Campinas, Brazil

Consultant, Research & Development, December 1995 - February 1996

Practical Skills

Strategy and Business Process: Business Development, Business Case Management, Business Case / ROI Analysis, Business Process Improvement, Business Process Modeling, CRM Strategy, Strategic Planning, Strategic – Assessment / Roadmap;

Project Management: CMM – Capability Maturity Model, PMP, ASAP Methodology, MS Project.

Solid understanding of mySAP CRM and SAP IS/U-CCS including Customer Service, Billing, FI-CA, Device Management and Work Management;

Industry knowledge: Automotive, Consumer Package Goods (Beverage Industry), Utilities and Telecom / IT Services;

SAP Customer Relationship Management Solution: Blueprinting, Campaign Management, Marketing, Channel Management, CTI Integration, CRM Middleware, CRM Business Analysis, CRM Customer Service, CRM Project Management, CRM Strategy; SAP CRM C4C; SAP Hybris; SAP S/4 HANA for Utilities.

Languages

English : Fluent spoken and written

Spanish : Fluent spoken and written

German : Advanced

Portuguese : Mother tongue

Leonardo Almeida – February, 2018

http://www.linkedin.com/in/leonardoamalmeida



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