Projects and products Management, Quality Assurance ans Services Magt

EDUARDO BORGES

***** ** ***** ******* 305-***-****

Miami - FL 33186 **************@*****.***

SENIOR SERVICES, QUALITY AND PROJECT MANAGEMENT PROFESSIONAL, PMO

Seasoned business executive with 20 years of experience developing and managing projects of systems solutions, service operations, and quality assurance for global corporations in Latin America, Europe, and the United States. Highly knowledgeable in project and account management with a proven record of accomplishment of driving growth and streamlining operations in the electronics, consumer products, telecom mobile, electronics, and insurance industries. Consistently recognized for identifying technology gaps and implementing strategic process improvements, while delivering projects that surpass business objectives and enhance user-experience. Self-directed leader well known for the ability to manage multiple on-going projects, direct cross-functional and multicultural teams, and build consensus among a diverse group of stakeholders. Certified project management-PMO, ISO-9001 Process Auditor, Six Sigma Black Belt and fluent in English, Spanish and Portuguese. Dual US and Brazilian citizenship.

Areas of Expertise

Project & Contract Management

Regional Account Management

New Business Development

Business IT Process Solutions

Process Improvement, ISO/Six Sigma Methodologies and Quality Assurance

Product Development Management

Products Life-Cycle Development

Six Sigma/ISO/Agile Methodologies

Strategic Planning/Analysis

Competitive Intelligence

Strategic Partnerships

Performance Management

B2B/B2C Operations & Services

Customer Retention Strategies

Corporate Communication

Proposal Development

Consultative Sales & Support

Scope of Work

Operations & Customer Service

Delivery Management

SAP & ERP Projects

P&L / Forecast Management

IT projects Deployment

Resources Planning

Financial Reporting

Team Management/recruiting

Professional Experience

B2X CARE SOLUTIONS, Sao Paulo, Brazil January 2015 – September 2015

Interim Vice President of Project Management and operations (Temporary Project - 8 months Contract)

Maintained operations and improved business performance during executive transition – optimized organizational resources, services delivery, quality assurance on processes and IT/systems, performed supply chain and financial management.

Deployed a project implantation for a self-help solution application and the back-end infrastructure to support end users of smart phones and tablets to execute self-diagnosis identifying and solving device errors, ensuring data security and avoiding malware and fraudulent apps in their mobile devices. This solution avoided 30% of unnecessary returns of devices to repair procedures, keeping the final users using their devices, lowering aftersales costs and time on call center support, logistics and repair services to devices manufacturers, Telecom Carriers, retailers and their customers.

Managed the service networks of Sony Mobile, Alcatel and Motorola, strategic partnerships, and vendor relationships - oversaw contract management, training and coaching, for 108 repair centers, 2 contact centers and logistics partners.

Ensured quality performance on systems applications and processes to support the corporation, service providers and customers. Reduced from 86% to 4% the risk of law suits from end users due continuous process quality improvements.

Ensured clients received expected services as defined by their contracts - service delivery, infrastructure, international carrier service, HR, and commercial areas, adhered to global governance model for projects/products delivery.

Created global reporting on a single platform that analyzed all project variables (planned vs actual project costs, project schedules, budgets, revenues, profitability reports, milestone progress, earned value, etc.

Measured and reported on projects variances in scope, schedule, cost, and quality, using the global baselines.

Pioneered project performance dashboards using systems integrations to provide fast and accurate information to end users, mobile manufacturers and insurance companies to enhance customer experience.

Reduced the time of end user solutions from 16 to 3.5 days and the OPEX 28%, through quality assurance initiatives, systems and process integrations, and leadership on internal and external team development.

Promoted consultative sales of services to device manufacturers and which resulted in $1.2 million in sales.

BRIGHTSTAR CORPORATION, Miami, FL June 2010 – December 2014

Director of Service Operations and project management – LATAM, North America and Caribbean islands

Developed, managed, and improved service projects of B2B and B2C telecom mobile operations in 14 countries – oversaw product life cycle, reverse logistics, supply chain, repair/maintenance, call centers, systems and process solutions, quality assurance, warranty validation, refurbishment, business intelligence applications, and tower control.

Oversaw account management, regional service delivery, and customer retention for Telefonica, Telcel, Claro, and Iusacell carriers and devices manufacturers such as Samsung, Nokia, Apple, HTC, LG, Blackberry, Sony, Huawei, Motorola and Alcatel.

Developed consultative sales of services and mobile products in Latin America, resulting in $ 26 million in Sales.

Ensured all projects, quality assurance, service delivery, information security, infrastructure, international carrier service, HR, and commercial areas, adhered to global governance model for projects/products delivery.

Managed the complete cycle of implementation of systems applications related to services, operations and business performance like design, systems integrations, development, testing, training and post implementation support.

Created global reporting on a single platform, that analyzed all project variables (planned vs actual project costs, project schedules, budgets, revenues, profitability reports, milestone progress, earned value, etc.

Created executive dashboards for all projects - local, regional and global were accessed in real time.

Centralizing risk, issues reporting, and management for all projects and programs - established and maintained metrics that measured project performance and ensured the complete functionally to regional system applications.

Measured and reported on projects variances in scope, schedule, cost, and quality, using the global baselines.

Developed, audited, monitored, trained, coached, supported, and managed internal and vendors teams to improve quality of service and performance levels in 3200 carrier stores, 476 repair centers, 4 call centers, and for contractors.

Actively supported sales, finance and technical teams on commercial proposals - replaced and optimized business intelligence modules and processes for corporate management and customers support solutions.

Developed and deployed projects of insurance and refurbishment for mobile devices in 8 countries in Latin America.

Exceed the expected regional performance in 2012, 2013 and 2014, based on a target of 93% - achieved 100% of customer satisfaction from Apple, HTC, Sony, Alcatel, Telefonica, Iusacell and Telcel for after-sales service.

Managed the regional P&L, budget and forecast related services projects.

Slashed the overall customer solutions cycle time from 59 days to 11 days. Reduced repair time from 29 to 8 days.

Reduced OPEX $5.6 million dollars in 2013, and $ 7.1 million in 2014 as a result of process improvements - Reduced overall OPEX 34% along in 3 years.

SONY ERICSSON MOBILE COMMUNICATIONS, Miami, FL November 2008 – July 2010

Regional Senior Services Project Manager – LATAM and Caribbean Islands (2005 – 2010)

Managed B2B and B2C telecom mobile service operations, and related business performance for 36 market units, 234 repair centers, 7 reverse logistic companies, and 5 call centers. Drove sales of $3.1 million USD

Deployed and managed the complete cycle of projects and products implementations including systems applications and processes to ensure the end the back-end infrastructure, like design and systems integrations, development, testing, training to multifunctional and multicultural internal and external teams, also the post implementation support.

Oversaw account management, delivered and exceed operational services to various carriers: Telefonica Latin America region, Telcel-Mexico, Entel-Chile, Claro -Argentina, and Vivo, TIM and Oi-Brazil

Improved operational results in 2008/2009 from 83% to 97% and saved USD 9.3 million in costs in 2010 by quality and continuous improvements programs.

Exceed the expected regional target of 90% in 2006/2007 and 2008 – reduced costs by $23 million dollars between 2005 to 2008, as a result of process improvements and effective contract management

Recipient of “Best After Sales Service Professional in Latin America” Award in 2008, 2010

Director – Customer service Operations - Brazil (2003 – 2005)

Managed service operations for the largest telecom carriers and retailers in Brazil – oversaw 26 employees, 146 repair centers, 4 repair labs, and 4 contact center with 125 agents, servicing the needs of 5,600 cities nationwide

Implemented intensive internal and external e-learning training programs nationwide, and oversaw the most successful IT solutions and process transformation project in Sony Ericsson history in Latin America

Raised customer service satisfaction ratings from 68% to 96% in 2005, growing customer retention rates and loyalty and propelling Sony Ericsson to the number 2 spot in terms of sales, due the continuous quality improvement actions.

Audited service providers, identifying areas for savings amounting to $5.2 million USD in 2004/2005 - reviewed all service contracts metrics, established KPIs, and continuously monitored results

Reduced repair centers from 146 to 39 by streamlining operations and introducing performance metrics and training initiatives – slashed the cost per processed unit by 56% in 3 years

Implemented the first program of insurance for mobile devices in Latin America (partnership with Bank of Brazil)

Recipient of “Best After Sales Service Professional in Latin America” Award in 2005

Accountable for the nationwide operational and financial after sales performance.

ERICSSON TELECOMMUNICATIONS, São Paulo-Brazil Stockholm-Sweden March 1996 – November 2003

Head of Projects and Contract Management to Wireless Networks Infrastructure (2001 – 2003)

Oversaw infrastructure projects for wireless networks in Brazil for telecom carriers like Telefonica, Telecom Italy, and Claro - supported sales proposals and new business expansion efforts.

Developed business intelligence modules to streamline operations and grow business – slashed project costs by 62% over 3 years.

Managed project teams to achieve contractual commitments with customers – directly managed 14 employees.

Led the complete cycle of SAP system implementation to the modules of contract management, sales, distribution, and controlling – managed the legacy transition from the IBM platform to the SAP system.

Led IT applications and process design definition, testing and training programs for more than 3,200 internal and external users nationwide. Developed systematic solutions to provide operational and financial project results.

Senior Business Intelligence Analyst (1996 – 1998)

Developed systematic solutions and ensured quality assurance to provide operational and financial project results.

Trained and oriented project teams to manage projects and contracts - lead monthly performance review meetings.

EARLIER CAREER SYNOPSIS:

MAPFREE INSURANCE – Insurance Company – Product Development Manager & Database Administrator (1992 – 1996)

Developed and implemented systems applications, new technologies and services solutions to support the launch and claims management of life, vehicle, travel, property and consumer electronic insurance products

Replaced obsolete printed training material of insurance products, including manual metrics controls by introducing systems applications and eLearning technologies

COATS CORRENTE – Sewing, Thread, & Needlecraft Company – Senior Systems Analyst (1988 – 1992)

Developed systematic manufacturing applications to streamline productivity and reduce costs

Supported and trained managers, supervisors and operations on reporting and performance management.

MAGNETTI MARELLI – Fiat Group – Systems Analyst (1987 – 1988)

Replaced manual and obsolete manufacturing procedures by introducing systematic applications

ITAU SEGUROS – Insurance Company – Product Development Analyst (1982 – 1987)

Developed and implemented operations, systems applications and services solutions to support the launch and claims management of insurance products such as health, life, vehicles, and property

Education & Professional Certifications

Post Graduate, PMO/Project Management - Engineering and Technological Institute - SP, Brazil.

Post Graduate, Business Administration, Operations Management, - Escola Superior de Propaganda e Mkt – SP, Brazil

Post Graduate, Corporate Information Systems and Business Intelligence - Universidade Paulista - SP, Brazil

Post Graduate, Business Systems Analysis, - ESAN, Escola Superior de Negócios - SP, Brazil

Bachelor of Science, Business Administration and Controlling - Escola Superior de Negócios, - SP, Brazil

Certified Black Belt Six Sigma Certification

Certified PMO- Project Management Professional

Certified Process Auditor ISO 9001

Kaizen Certified – Continuous Improvement

SAP Certificate in Sales Distribution, Project Management and Controlling

Supply Chain Management Certificate

Expertise and experienced in Agile and Lean Methodologies; ISO 9001, 20000 and 27000.

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