Adriano A. Reginaldo (** years old) – mailto:admcl0@r.postjobfree.com

Alameda Suica, 338 – Residencial 1 - Alphaville - Barueri – SP - Brazil – CEP 06474-220

Home: 55-11-419*-**** – Cellular: 55-11-9-962*-****

Summary – Experience & Qualifications

30 years’ experience in the different industries, including 20 years management experience in leading Operations and IT Services for large size operations (managing more than 1,900 people and budget of US$220M/year), as following:

o Current – LATAM COO (managing all operational areas including Innovation/Digitalization) - Allianz Partners - Brazil

o Service Director - Global Strategic IT & Digital Service Director for Brazil (All accounts & Service Delivery Centers in Brazil & Mexico) – AMDOCS – Position based in Brazil.

o LA I/T and BPO Director - Strategic Transition and Transformation Director – IBM - LA Position based in Brazil

o Outsourcing Director - Global Delivery at Hewlett-Packard - Global Position based in Brazil/São Paulo

o Business Operations (Billing, Collecting, Invoicing, Call Center/Back & Others), Processes and IT Director – Qualicorp

& Medlink Co. P&L (part of Qualicorp s Group) - Brazil/São Paulo

o IT Services, Infrastructure & Cyber Data Center Director – Oi Telecom Co (Oi+BrT) - Brazil/Rio de Janeiro

o IT Development, Infrastructure, Operations & Services Director – Vivo Telecom Co. – Brazil/São Paulo

o IT Director &Compliance, Security, Business Continuity Director – Citibank(Bank and Cards) Brazil/Sao Paulo

o IT Global Manager – Cargill Inc. USA/Minneapolis – Managing IT in 76 countries

Professional Experience:

Driving strategic and operational planning, innovation, digitization, automation and business transformations (in different Industries).

Creating, Piloting, Developing and Deploying new Business Products (Assistance/Insurance & Telco Industries).

Managing multiple teams, like in Site Sales, Customer Care, Planning, Invoicing and Cost Control, Innovation, PMOs/Agile, Processes & Quality, Security & Compliance, Facilities, Procurement, Training, Anti-Fraud and IT

Managing Operations, P&L MIS and customer “Churn” Reduction (Heath/Medical Services)..

Managing very critical 7x24 services (Bank/Cards, Telecommunications, Heath/Medical Services).

Managing multiple cultures – Teams from USA, Latin America and some European and Asian Countries.

“Buying/selling/delivering” BPO and Outsourcing/Insourcing Services in small and very large IT groups.

Experience As “CUSTOMER” and as “PROVIDER” (“selling/delivering services/solution).

Developing/implementing, consolidating and supporting Core Business Applications as ERP (SAP and JDE), CRM (Siebel, Clarify and others), Billing (Atlys, Arbor and others), Anti-fraud, Data Warehouse, Pre-paid, Portals/Web Based Solutions and several others in small and very large environment.

Education: Master - MBA - Master in Business Administration “ Gestao Empresarial “ (2004)

Fundacao Getulio Vargas – FGV – Sao Paulo – Brazil

Graduation - Bachelor Degree in Telecommunications (1999)

Saint Mary’s University of Minnesota – Minneapolis - United States of America

Other Training: Project, Marketing, Resource (Human) and Financial Management (Saint Mary’s University and Cargill - USA), Interop and several others (People Management).

Language: English, Spanish and Portuguese

Detailed Experience

Working Experience – Currently

Allianz Worldwide Partners - São Paulo – Brazil - 03/17 to Present

Allianz Worldwide Partners - São Paulo – LATAM (Brazil, Mexico & others) - 01/20 to Present

Responsible for all Operational Areas of all line of business from Allianz Partners in Brazil, like Health/Medical/Life, Travel Insurance, Road Side Assistance, Home Assistance and others, aiming high quality/customer satisfaction (NPS 80%), innovation/digitalization and profitability (including cost reduction) of all services provided by the company. It includes the management of 9 direct managers and about 1,200 staff/people, revenue of +US$200mm and expenses of +US$150mm.

Responsibilities:

New Business Products Launch and Deploying

Innovation, Digitalization, Transformation and General Project Management (for all company)

Service Execution/Controls & Partner s Relationship

Inside Sales

Strategic, Operational Planning & P&L Management

Network Management for al line of Business (+ than 20,000 active providers)

Cost Control/Revenue Guarantee, Dispute and Reimbursements

Customer Support & Interface (Level 1 -> + than 4,6MM calls Yearly)

Pre-sales, Quality and Services Reporting

Training

Facilities Management, Control and Maintenance

Procurement (Corporate & Partner Agreements)

Antifraud

Main results:

Cost and FTE reduction (from 1,900 to 1,100 FTE in less than 12 months) based on processes optimization, innovation and automation, contributing to two consecutive years of company profitability.

Several Digital Services implemented improving the customer experience and reducing costs (Visual/DIVR, ChatBot, ChatBot via Whatsapp, Voice Technology, Several Apps and others – Additionally VoiceBot in progress)

New Business Products Created, Piloted, Developed and/or Deployed in large scale like, FNOL, Telemetrics, Car Repair Shops Management, Discount Card, Telemedicine, Student Travel Coverage

Quality improve/higher customer satisfaction – most KPIs improved, including NPS (currently 79%)

Fraud and cost control generating more than US$10mm/year of cost avoidance

Implementation of several new clients

Working Experience as Service & Solution Provider

AMDOCS – Israeli Multinational Company – São Paulo – Brazil – 2 Years

Global Strategic IT & Digital Service Director – Global Strategic Service Director for Brazil (All accounts) - Based in Brazil

Responsible for all IT Services Delivery/Operations (Applications Development and Operations teams) for all Accounts in Brazil reaching the best cost benefit (using the best onshore and offshore resources), meeting financial targets.

Responsibilities:

Responsible for all IT Services Delivery/Operations, Including Digital and (SVA) Service Value Added solutions for all Telco Accounts in Brazil (Vivo, NET, Claro, etc) & Mexico (AT&T).

Strategy and Operational definition for Managing the local (onshore) resources (Including 6 Directors + ~300 Resources Brazil and Mexico: Architects, Software developers, Support, PMO and BPO Resources) and offshore teams (+ than 300 people – most in India - supporting Brazil s Customers)

BPO Proposals and deliver (Business Services Outsourcing) for the telecommunication industry.

Innovation, solution design, implementation, customer facing during the project execution and on-going contracts.

Main results:

Mexico s Hub ramp-up (+than 200 FTEs hired)

Several IT and Digital Solutions delivered for Telco Companies in Brazil and Mexico

BPO Services Offer Reorganization for Brazil and Mexico

Team /knowledge “creation” in Brazil (+than 300 people)

Account Recovered – Financial and Relationship (one of the main customer was about to leave)

IBM – IT Company – São Paulo – Brazil ~ 3 Years

LA I/T Director – Strategic Transition and Transformation Director – LA Position Based in Brazil

Responsible for all Transitions (bringing clients/environment to IBM) and Transformations (Technological, Process and “People” Transformation) of all large and very large and Strategic Outsourcing accounts in LA. Approximately (average) very large 35 projects (above $10mm up to $2bilionTCV each with) in progress simultaneously in LA.

Responsibilities:

Solution pricing, designing, planning and executing all Transition and Transformation projects of large deals in LA related to Strategic Outsourcing/T&T.

Planning, executing and managing all other projects related to “on going” accounts (average of 230 projects) for Brazil and some North America clients.

Customer satisfaction for all projects (innovation, solution design, implementation), customer facing in all regions during the project execution, as well the management of each project at country level.

Managing directly 6 Managers with the total of 300 people directly plus more than 1,000 people working on projects;

Main results:

Conducted more than 100 Large projects In LA. All kinds of Transformations, including Data Centers/Infrastructures, ERPs, CRMs, Portal and others core applications in all industries (Banks/Financial, Manufactures, Retail, Services, etc).

HP - Hewlett-Packard – IT Company – São Paulo – Brazil ~ 1 Years

Global I/T Director – Global Delivery/Outsourcing Director – Global Position Based in Brazil

Responsible for all IT Delivery and Profit & Loss (for Services -> 100% of the Cost and shared Revenue model) for Vale (top 10 global HP account), which is one of the largest mining company in the world.

Responsibilities:

Operating, maintaining, supporting, implementing and developing the Vale’s IT Operations and Infrastructure Globally,

Customers satisfaction for all services delivered, SLAs management, customer facing in all regions;

The management in matrix model of more than 1,200 people dedicated to Vale’s account globally;

Pre-sales and pricing activities to new services.

Main results:

Reductions of 1,200 People Supporting the account to 700 globally

SLA Improvement – Making 82% green (initially 50%)

Loss Reduction from US$95mm/year to US$40mm / year.

Working Experience as Client

Qualicorp Group – Company from Carlyle Group – São Paulo – Brazil ~ 1 year

Qualicorp Leader in health benefits management services in Brazil representing about 3.3 million beneficiaries.

IT & Business Operations, Processes Director for Qualicorp – CIO and COO, which includes the responsibilities over the entire IT (Business Innovation, System Development, Architecture, Infrastructure, Security and other), as well Business Operations (Billing, Collecting, Invoicing, Call Center, Back Office, Customer Retentions, Business Process and Others) and Process for the entire company. It also includes supporting Sales Group (presenting end to end solutions, proposals and other pre-sales activities) .

Additionally Responsible for Medlink Company (Health Connectivity Company -> part of Qualicorp s Group) Profit & Loss, which includes the Operations, Strategy, Sales and others.

Responsibilities:

Operational controls, standardizations, processes and workflows to support customers..

All operational backoffice activities to accept and include new customers as part of customer portfolio.

Service and Client Experience Digitalization for all line of business.

Customer Statistics/Trends Churn Control.

Management of critical services (Heath Service Insurance and Home Care) via call center operating 7 x 24.

Defining processes in order to ensure risk control, maximum compliance and fraud prevention/detection.

Customer facing (Presales and Operational Activities)

P&L Control for Medlink.

Oi/Telemar Group – OI + BrT Telco (Fixed Line, ADSL, TV & GSM Mobile provider) – Rio de Janeiro / Brasilia / Belo Horizonte – Brazil ~ 3 Years

Oi (Oi + BrT from Telemar group), the largest private company in Brazil is also the largest Telco company, in Brazil, serving 53 million subscribers.

IT Service & Cyber Data Center Director for Telemar Group/Oi (Oi + BrT), which includes the internal IT services for Oi, as well Hosting and ASP(application service provider) Services for external customers like Banco do Brasil (Brazilian Bank), Santander Bank, Bunge, Furukawa and others

Responsibilities:

Responsible for all integration between Oi and BrT, regarding IT Services, Hosting & ASP (Applications Services Provider) for Oi and also external customers (more than 300). I have been also responsible for planning, implementing, operating, maintaining, supporting, and developing the infrastructure for the largest Data Processing Environment in Brazil (12 Data Centers total), which includes the midrange/open platform (+ than 9,000 servers – Unix, Windows and Linux), Mainframe (four Mainframes, including T-Rex machine – more than 21,000 MIPS total), Network environment (Switches, Routers, etc), Distributed Computers (more than 36,000 desktops) and more than 140.000 users. The responsibilities also include business continuity activities, disaster recovery plans, security tools, compliance and maintain applications /solutions that support the business needs, as well IT services (Hosting and ASP). In addition, the position requires/includes:

Managing about 320 employees/FTEs (seventeen managers, supervisors, team leaders and staff) and more than 1,000 contractors.

Managing the Infrastructure budget (Expenses US$110.0M/year) and all other financial aspects.

Main results:

Most KPIs Improvement – Customers (Internal and External) improvement.

Service (for the external market) reorganized improving profitability

Creation and presentation / Road show of all IT to large Companies like IBM, HP, T-Systems and others. In order to find a potential “buyer” for most of the IT Infrastructure, Applications and Oi s IT Customers.

Vivo – Mobile Phone Company – São Paulo – Brazil ~ 4 Years

Vivo, the largest mobile company in Brazil serving 42 million CDMA & GSM Mobile users.

Positions:

I/T Director – Application Development Director - 2 years

Responsible for Application Innovation, Architecture, Development and Implementation, which includes understanding the business needs, Construction or Acquisition of packages from de market, as well the support and on-going implementation of all applications/systems.

I/T Director – Infrastructure and Operations Director – 2 years

Technical support, Data Center operations & production, SLA Management, Distributed Computer, Helpdesk, Security Implementation, Business Continuity, Projects and all ITIL Disciplines (Change, Problem, Incident, Configuration, Asset Management, etc).

Responsibilities:

Development, acquisition, implementation and maintenance for all existing and/or necessary applications that support “Vivo’s” businesses. About 800 Applications (including legacy applications).

Projects focused on organization restructuring like:

New Commissioning System to improved relationship and controls with internal and external sales representative (Dealers)

SAP Business Process Review (Blueprint) and SAP (Modules SD, FI, MM, HCM and others) upgrade from R/3 V. 4.6 to ECC 6.0

Core Applications Consolidation, including CRM, Portals, Data Warehouse, Anti-fraud, Pre-paid, Billing and others In most cases combining 7 Systems in 1 or 2 New ones.

Project and solution construction based on SOA ( Service Oriented Architecture – BEA/Oracle Products) for processes and solution standardization (sales, logistic, customer support, customer’s channels/interaction, etc).

Main results:

Several Systems / Applications consolidated and/or Implemented – Billing, Mediation, Interconnection, Commission, ERP, CRM, Portals, etc.

Consolidations of Several Data center s in two main ones.

DR Plan defined and implemented (partially – for main needs)

Team Reduction – Out sourcing and In sourcing of some areas

Team Motivations process – For Application Development area

End to End Process Review based on eTOM, ITIL and Cobit

Citibank (Bank and Cards) – São Paulo - Brazil ~ 3.1 Years

I/T - Director – Quality Service (end to end), Compliance, Security, Business Continuity, DC Operations, Technical Support, Network (Voice and Data), Problem & Change Management Security,– Sao Paulo – Brazil

Responsibilities:

Responsible for operating, maintaining, supporting, implementing and developing the Citibank’s infrastructure. The responsibilities also included business continuity activities, disaster recovery plans, contingencies, security tools, compliance and applications interfaces/solutions that support the business needs.

In addition, the current position requires the management of about 110 employees (internal – including managers, regular staff and contractors) and all operational activities related to infrastructure.

Main results:

SPB Implementation (Sistema Brasileiro de Pagamentos – Based on real time / on-line financial transactions )

Cards Migrations to the new platform

End to End (business, IT, etc) Quality Monitoring Process to several critical Services (Ex. ATM Bankinhg/CASH SERVICES), based on SIX SIGMA Methodology

Applications and Data Centers (7 to 2) Consolidations

Cargill Inc. ~ 8 Years (04 years in Brazil & 04 years in Minneapolis - USA)

I/T Manager for LA and I/T Global Manager

Responsibilities:

Developing the strategy to support the LA region. Coordinating the LA Country Managers (Argentina, Brazil, Chile, Colombia, Honduras, Mexico and Venezuela) and four Managers in US.

Working closely with 100+ Cargill business units to provide I/T solutions.

Managing the North America ($13.6M/year) and the International ($8.8M/year) WAN budget and other financial aspects.

Coordinating the design, implementation, management, support of Cargill’s Global WAN (1,500 WAN connections).

Definition and deployment of the New IT services to Latin America and LAN/WAN worldwide (out of Cargill Headquarters) .

Developing and Implementing the Disaster Recovery plan for North America and “HUB” sites.

Main results:

Definition and implementation of Alternate Disaster Recover Solution for Cargill’s Main Campus

Definition and implementation of Global (76 Countries) Voice, Data and Video Integration solution

Downsizing – Mainframe removal and Mid/Low platform implementation

Metro of Sao Paulo (subway) - Sao Paulo – Brazil ~ 4 Years

Data Analyst and Data Project Coordinator

Responsible for data telecommunication projects, pilot tests, installations and maintenance. These activities involved data communications in an IBM (mainframe) environment, as well the coordination of five technicians and three data analysts. In this position, I was also responsible for the Help Desk in which required the coordination of four I/T analysts.

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