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petrópolis, brazil
It's currently 7:57 AM here
Joined October 31, 2016
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Gloria F.
@gloriafalcao
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petrópolis, brazil
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Translator and typer
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Experience
Customer Services Manager
Jan 2013 - Mar 2016 (3 years, 2 months)
Responsible for managing and maintaining customer’s contracts, infrastructure and satisfaction. Dealing with customers such as ICRC (International Committee of the Red Cross), GSK (Glaxo SmithKline), Publicis, EMC, etc. regarding risk analysis, suggestion for improvements, problem resolution, projects implementation, face to face and long distance meetings for trends, performance and KPIs achievement discussions during managerial meetings and possible negative frame reversal.
Quality and Control Manager
Sep 2011 - Jan 2013 (1 year, 4 months)
Accountable for metrics with excellent results and generalized change of the scenario for a positive result and growth trend of the entire sector in Latin America. Leader in projects to improve quality control with the achievement of goals and metrics as well as customer satisfaction and shortening of the delivery time, resources optimization and waste reduction. ROI based-selling and project financing skills. Expert in methodologies and processes such as ITIL, LEAN, SIX SIGMA and KAIZEN.
Business Analyst
Jun 2009 - Aug 2011 (2 years, 2 months)
Accountable for the regional revenue.
Responsible for the company’s budget, forecast, performance control, KPI’s analysis and improvement.
Focus on planning and internal implementation
Education
Business Administration
(4 years)
Qualifications
ITIL Service Strategy
Exin
2015
ITIL methodology with expert in Service Strategy
Six Sigma Green Belt
Six Sigma US
2013
Project Management with focus on budget, processes and procedures.
Certified Help Desk Professional - CHDP
STI Knowledge
2004
Certification on Help Desk Professional
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