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Customer Service Project

Location:
Miami, FL, 33132
Salary:
negotiable
Posted:
April 26, 2011

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Resume:

Renata Junqueira

*** ******** ****, *** **** – Miami, FL 33132

832-***-****

babjc8@r.postjobfree.com

Education

The University of Texas at Austin, McCombs School of Business May 2009

Master of Business Administration, Full-Time Program

Fundacao Getulio Vargas July 2004

Master of General Management

Universidade Catolica de Petropolis December 1999

Bachelor of Business Administration

Experience

Stanley Black & Decker, Miami, FL Oct. 2010 – Apr. 2011

SBU Finance Business Partner

• Partnered with SBU directors to make appropriate financial and operational decisions for approx. $620M per annum business

• Consolidated Latin America SBU accounting monthly closing focusing on accuracy and timeliness

• Reviewed monthly P&Ls to uncover cost savings opportunities including the ones coming from the merger of Stanley and Black & Decker

• Oversaw SBU budget and monthly forecast process; Prepared monthly walks to explain variations from budgeted

AlphaStaff, Fort Lauderdale, FL May 2010 – Oct. 2010

Senior Financial Analyst

• Prepared and managed yearly budget and quaterly forecasts; analyzed gross margin trends, market share, and operational metrics to maximize income and value

• Analyzed month-end, year-to-date profitability and financial results; advise CFO of variances, risks and opportunities

• Reviewed and approved new clients’ pricing models, credit underwriting, and funding options

FMC Technologies, Houston, TX Jun. 2009 – May 2010

Project Controller

• Managed multiple project budgets; monitored and analyzed each project’s actual, committed and planned costs; ensured that profit margins and deliverables were met

• Worked with individual project teams to development of scope, schedule, budget, and milestones for each project

• Identified and assessed each project’s financial risks and expected returns; participated in development of potential action plan

• Prepared monthly project reports; oversaw customers billings and collections

Thompson and Knight LLP, Rio de Janeiro, Brazil Oct. 2004 – Jul. 2006

Financial Coordinator

• Acted as a facilitator between Brazil and Houston offices; coordinated accounts receivable, accounts payable, cash flow management, billing, and collection

• Redesigned invoice processing activities resulting in a decrease of billing cycle time by 48%; responsible for ensuring compliance with corporate accounting guidelines, adopting best practices and standardizing processes

• Created and executed corporate expense reimbursement policy; reduced travel expense losses by 27%

• Key participant in the development of the office’s 3 year strategic plan

Embratel, Rio de Janeiro, Brazil Feb. 2001 – Oct. 2004

Financial Analyst Jan. 2003 – Oct. 2004

• Led cross functional cost reduction projects; largest project implemented reduced billing costs by 18%

• Successfully led project that redesigned billing and CRM systems to allow consolidation of customers’ invoices, meeting corporate strategic expectations and customer needs

• Effectively made presentations to and communicated progress, risks, status and results to senior management and the board of directors

• Functioned as company point-of-contact for monthly meetings among telecom companies to define process of transfering/sharing customer database

Customer Service Team Leader Feb. 2001 – Dec. 2002

• Supervised a team of 17 responsible for responding to requests/claims of strategic clients

• Provided work direction, coached and mentored team members; analyzed performance and delivered individual feedback; hired and trained new team members

• Set and maintained high quality standards; improved team results by reducing customer reply time by 60%

• Customer satisfaction levels raised from unsatisfactory to satisfactory within one year

Introduced team building sessions and focus groups that broadened team’s understanding of customer service and company’s goals

Additional

• Fluent in English, Portuguese and Spanish

• User of Arbor, CACS-T, CDS, Elite, FRX, Great plains, HFM, Hyperion, Microsoft Office, MS Project, SAP and Siebel

• MBA Consulting project at Chevron Corporation: Reviewed the global supply/demand balance for transportation fuels; identified top supply chain scenarios to meet Asia's future energy demand and made recommendations on how Chevron can reshape its portfolio to meet this demand. (Jan. – May 2009)

• MBA Summer internship at AIG: Created strategic plan for future development of the multicultural business presence; evaluated the feasibility of offering bilingual customer support by performing competitive analysis. (May – Aug. 2008)

• MBA Consulting project at Beacon Science: Conducted market research and competitive analysis to identify opportunities for their new technology. (Jan. – May 2008)

• Volunteer work at BUILD: Assisted low income teenagers in developing business plans for their entrepreneurial ideas. (Jan. – Jun. 2007)

Work Status

• Legally authorized to work in the U.S.(permanent resident) and Brazil



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