Customer Service Manager
Resume:
Christiane Pereira
Av. Lacerda Franco, ****. Aclimação. Cel: 11-994******
Email: *************@*****.***.**
Objective: Project Manager/Manager
Summary of skills
IELTS certification – jun2015 – Canada
Interchange experience – 03 months – March to June 2015 - Canada
Solid experience in project management area and contracts
Monitoring technical analysis, activation and deployment of telecommunications services, electrical design of low voltage, fire detection, ventilation and air and interface with civil engineering projects
Experience in cost management (realization of budget, cost reduction)
Effective participation in extension negotiations of terms and scope with suppliers and customers
Coordination of multidisciplinary teams for development projects, compliance with the schedule
Client management and technical support
Management of multidisciplinary teams
Experience in the management of after-sales areas (engineering) and service to client / customer support (software area).
Education and Language Training
Foundation of Business Strategy – University of Virginia – (2014)
Post-Graduate - Business Management and Projects - FIA (2010-2011)
Electrical and electronic engineer - MACKENZIE (1999-2003)
Electronics technician-emphasis on automation - SENAI (1995-1998)
Interchange experience – 03 months – March to June 2015 – Canada
English - Advanced – Solo Idiomas and Stewart College of language
Italian - Intermediate (reading, writing and speaking) – Private.
French – Basic (reading, writing and speaking).
Professional Experience
EATON POWER SOLUTION BRAZIL Nov / 2012 – Nov / 2014
American multinational company - electric industrial sector - manufacturing and selling UPS small, medium and large.
Project manager and relationship manager with customers
Reporting to the Director of Operations. Responsible for the management of projects related to the products and services of installation and activation of three-phase UPSs
Cost reduction, improvement of services provided to customers, monthly billing and customer service
Management of contracts
Management of distribution contracts and commercial representation, reaching the settlement of these target within 6 months
Management of special projects (Itaú BBA Project; Comba-World Cup stadiums Project; Band Project; Mogi Mirim Itau-Project)
Next to the Contract Manager has made improvements in customer service processes and project management
Negotiations at various points along the supply chain area, with the reduced cost suppliers and influencing new partnerships
Engineering and Software Manager
Reporting to the Director of Services division. Responsible for managing the post-sales areas (Engineering) and support (software area)
Responsible for registration of equipment, large projects coordination in the field, creating panel standards to standardize the portfolio, creating a process for the approval of suppliers and evaluation of suppliers by the purchasing department
Customer service and compliance with the schedule
Implementation and customization of software sold by Eaton with customers
Managing the suppliers of the NOC Eaton support software (call opening and the electronics), managing meetings, seeking improvements, updating the flows and charging suppliers relative to the established SLAs
Together with the sales department of services, work to improve the software selling process and creation of new services
Direct management of software development and post-sales engineering
Participation in the new data center of the Itaú Project - Mogi Mirim, in engineering and field coordination. (High design of UPS division of Eaton world);
Management of Itaú BBA Project.
AMERICAN TOWER OF BRAZIL Jan / 2012 - Nov / 2012
American multinational company - telecommunications segment
Project manager
Reporting to the Deployment Manager. Responsible for managing the implementation of projects of telecommunications towers in Brazil
Responsible for the coordination and integration of related fields (engineering, work, shopping and logistics) in order to deliver projects within the deadlines set by the client
Customer service and compliance with the terms stipulated in contracts
Coordination of infrastructure
Direct management of field teams (work) and indirect of related teams.
ALSTOM BRAZIL ENERGY AND TRANSPORT LTDA-OCT / 2008 - Mar / 2011
French multinational company - energy and transport segment
Project manager
Reporting to the Project General Manager. Responsible for Design and Procurement of 20 work packages - Project Line 4 (Yellow Line) of the São Paulo Metro
Actively participated in the 4 line project, managing the area of costs, controlling and minimizing the impact on the final result of the project
Participated effectively in the design recipe control, charging the areas involved for that monthly goals are met and the annual target were achieved (R$ 90 million / year);
Negotiated the purchase of new services along the shopping area providing a savings of approximately 15% in each deal closed, thus helping to reduce the cost of the project and the achievement of the shopping area's goals;
Attended the additives negotiation with the client in the amount of approximately R $ 14 million.
EMBRATEL - BRAZILIAN TELECOMMUNICATIONS – JAN 2003/OCT 2008
National Company - Telecommunications segment
Deployment Supervisor
Reporting to the General Manager of implementation and the Director of the area of operations. Responsible for coordinating the migration project of telephone exchanges in São Paulo, which led to the activation of thousands of new customers, and the optimization of existing plant
Actively participated in the coordination of data services deployment process and voice of Embratel in São Paulo
Coordinated multidisciplinary team for the execution of projects Lojas Americanas - Blockbuster; migration network Lojas Americanas to the MPLS service (approximately 300 points only in the Capital); Project Remus Bank of Brazil; 3G project - course; central CPD Migration Federal Savings Bank among others, providing greater security for customers and speed of services and increasing the company's revenue generating approximately US $ 50 million in revenue
Participated in the optimization project and expansion of existing plants
Participated effectively in the company's operations department of process improvement programs, as follows: Implementation and Multiplex, which led to an improvement in customer service and a fluidity in the overall deployment process, reducing costs still circuits (Decrease Backlog ). The result was a 30% reduction in circuit deployment time.
Relevant Courses/Projects/Certifications
IELTS certification – 2015/june – Canada
Situational leadership course - 16 hours - Brimberg Associates
Trading Course (negotiation to YES) - 16 hours -Eaton Brazil
Analysis of the problems created by the lack of scope management areas, Time and Acquisitions in a project of a telecommunications company - completion of course work - Graduate
Finance for non-financial - 40 hours - Alstom
Course- Integrated Logistics - 60 hours - SENAI
Telephony course- Basic Course - 24 hours - Embratel
Course- PMR Course - Process Improvement Program - 24horas- Embratel
Touch Screen for common PC - Work completion of technical course
Automation Residential course completion -Work
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