Greater Campinas
I am a daily learner Executive in the areas of Operations, Commercial, Supply Chain, Quality, Projects, Customer Care, Engineering, Logistics, ESG and P&L Management with over 19 years of experience in national and international companies, operating in different countries. I have managed complex operations in several regions where I was able to lead End to End (E2E) improvements delivering solid results for the organic growth of corporations, also being recognized for customer satisfaction numbers, delivering sustainable results in CEx, P&L and Customer Loyalty. Passionate about creating a true sense of team to serve customers, I am proud to encourage the people I work with directly and indirectly to tape out their best talents, and this is my legacy. Key strengths and behaviors: • Integrity – Maintaining high ethical and professional standards • Achievement – Delivering results. Implementing “Turn Around” plans • Collaboration – Working as a team • Innovation – Inventing new ways and continually improving • Inclusion – Understanding other perspectives and cultures • External Focus – Focusing on customers Specialties: - Operations and large team management - Project management (PMP and SCRUM certified), engineering and quality - Six Sigma projects (Black Belt and Green Belt professional certificate) - Quality Management - (ISOs 9k, 14k, 45k/OHSAS - Regulatory Activities Management/Certification Management - Lean Manufacturing - KPI Management) - Supply chain management - Small business management - ESG projects - Experience in multicultural teams in different workplaces (Asia, Europe, Africa and America) - International experience: 🇧🇷🇦🇷🇦🇹🇧🇪🇧🇻🇪🇨🇨🇭🇨🇱🇨🇳🇨🇴🇨🇵🇨🇿🇩🇪🇪🇦🇬🇧🇭🇰🇭🇺🇮🇹🇲🇨🇲🇽🇳🇱🇵🇦🇵🇪🇵🇹🇵🇾🇺🇲🇺🇾🇿🇦🏴🇩🇴🇵🇱🇧🇭🇳🇪🇦🇪🇹🇷🇸🇬🇲🇾🇪🇹🇪🇬🇻🇦🇧🇴🇨🇷 🇹🇭🇻🇳🇰🇭🇱🇦🇯🇵🇰🇷 - Fluent in English, Spanish and Portuguese. Intermediate Italian and French. Basic Chinese Team leadership with experience in talent selection, training, and retention, developing leadership development programs, maximizing performance, strategic communication, and internal and external public relations. My long-term vision is to make the world a better place using cutting-edge technology!
- Management of teams comprising over 300 employees in the areas of Operations, Commercial, QA, Engineering, IT, Logistics, Customer Care and Supply Chain, and direct support to over 25 clients/processes in the areas of after-sales, logistics, customer care, distribution of parts/products and technology solutions. - Solid experience in 4PL, reverse and direct logistics, after-sales, reconditioning and customer service: Motorola, HP, Lenovo, DJI, Nintendo, Samsung, WDC, Huawei, Sura, Pitzi, Conecta, Asurion, Assurant, Flex, Cardif, Vizzion, BNP Paribas, MCE, Kabum, Vale, Energisa, Sura and others, focusing on optimized and customized solutions, aiming at the best revenue, the lowest cost, the best CEx, aiming at customer loyalty with the brands. - Reporting for clients and partners in China, USA, Latin America and Europe. - Responsible for the P&L of operations, with actions aimed at sustainability and continuous improvement. - Main Results: P&L with ~35% margin contribution, 22 large clients, NPS above 90, GMB 4.8 (1 to 5) and continuous training of leaders for business sustainability.
- E2E (People and Project Manager) management of ~100 team members across 7 aftermarket accounts. - Key operational contact for customers (WD, Brightstar, NET, HP, Claro, Epson, San Disk, Trocafone and Pitzi) in the US, Latin America, Europe and Asia. - Responsible for QBR presentations, customer support and factory visits. - Account manager responsible for meeting customer satisfaction indexes (quality, performance, delivery time and others). - Primary customer contact for negotiation of project-related matters (prototype/services quote, definition of project milestones, required infrastructure, budget, forecast, EOL negotiation). - Organization of customer visits (schedule, presentation, factory) and sales visits. - Responsible for ensuring healthy P&L and reporting to senior management in Brazil, US and Europe. - Main Results: P&L with ~25% contribution margin, 10 large clients, NPS above 80 and continuous training of leaders for business sustainability
- Responsible for business cases for all new products, supporting the main Apple PQM activities and the factory, being the key contact for customers. - Project Management for new NPI (New Product Introduction). - Internal audit ISO 9001, 14001 and 18001 and acting as factory facilitator. - Key Factory KPIs for direct and indirect customer management. - Team leadership and indirect management: • Account manager responsible for meeting customer satisfaction rates (quality, performance and delivery time); • Responsible for the entire life cycle of projects NPI Stage (New Product Introduction), HVM Stage (High Volume) and EOL Stage (End of Life) of new projects; • Main contact for the customer for project negotiation (prototype/services quotation, definition of project milestones, necessary infrastructure, budget, forecast, EOL negotiation). - Development of managerial and commercial activities in the industrial environment. - Organization of customer visits to the factory and sales visits to customers. - Main Results: Implementation of 10 manufacturing lines and start of local production of iPhones and iPads for local sales and indirect management to achieve strategic goals, increase revenue, reduce costs and increase CEx.
- Direct and indirect management of customers, responsible for Key Performance Indicators and main customer experience indexes on factory, field and continuous improvement quality. - Achieved results of QoQ customer (quarter by quarter) and QBR (Quarterly Business Review) meetings compared to global customer locations. - Internal audit ISO 9001, 14001 and 18001 and factory facilitator. - Coordination of Black Belt projects being responsible for the implementation of a process focused on gaining operational financing in the search for health, acting as a sponsor in projects focused on generating revenue opportunities, and reducing scrap/attrition, failures, suppliers, management of ISO areas for index-based processes and outsourcing of internal testing laboratories, generating soft/hard savings of ~USD 1.5M. - Team leadership, as direct support to the Quality Manager in managing a team of supervisors, engineers, leaders, technicians and operators (~160 DL and IDL). - Main Results: Black Belt Projects, generating savings of USD 1.5M; management of quality standards, ensuring compliance, reduction of rework, lower cost and higher quality.
- Responsible for the Manufacturing Quality of Desktops, Notebooks and Servers, local management and member of the NPS (Net Promoter Score) team, generating savings of US$ 2.1 million (Yellow, Green and Black Belt Certificate). - Coordination of multifunctional teams of global projects, focused on improving performance indicators, customer satisfaction and loyalty, key programs for improving P&L results (Black & Green Belt Facilitator), cost reduction (CPB - Cost Per Box) and projects to reduce direct impact (USD ~2.1M) on OCOGS (Operating Cost of Goods and Sales). - Regulatory Representative of the Factory, being responsible for maintaining certification by global safety agencies such as UL (United States), CSA (Canada), TUV (Germany), NENKO (Norway), IRAM (Argentina), ANATEL (Brasil Telecom) and others. - Management of the ISO9001 Program and the Global Certification Initiative – ISO9001, ISO14001 and OSHAS 18001. - Management of Quality KPIs (Factory and Field), FPY (First Pass Yield), SCRAP, MWDRC (Missing, Wrong, Damage, Return and Concessions) and IFIR/FIR (Initial Field Incident Return) Management. - Main Results: Black Belt Projects, generating savings of R$ 2.1M for the organization; regulatory and ISO compliance, ensuring regular and compliant sales in the domestic market.
- Responsible for the Manufacturing Quality of Desktops, Notebooks and Servers, local management and member of the NPS (Net Promoter Score) team, generating savings of US$ 2.1 million (Yellow, Green and Black Belt Certificate). - Coordination of multifunctional teams of global projects, focused on improving performance indicators, customer satisfaction and loyalty, key programs for improving P&L results (Black & Green Belt Facilitator), cost reduction (CPB - Cost Per Box) and projects to reduce direct impact (USD ~2.1M) on OCOGS (Operating Cost of Goods and Sales). - Regulatory Representative of the Factory, being responsible for maintaining certification by global safety agencies such as UL (United States), CSA (Canada), TUV (Germany), NENKO (Norway), IRAM (Argentina), ANATEL (Brasil Telecom) and others. - Management of the ISO9001 Program and the Global Certification Initiative – ISO9001, ISO14001 and OSHAS 18001. - Management of Quality KPIs (Factory and Field), FPY (First Pass Yield), SCRAP, MWDRC (Missing, Wrong, Damage, Return and Concessions) and IFIR/FIR (Initial Field Incident Return) Management. - Main Results: Black Belt Projects, generating savings of R$ 2.1M for the organization; regulatory and ISO compliance, ensuring regular and compliant sales in the domestic market.
- Internal Audit (ISO 9001, 14001 and 18001), together with the SGQ (Quality Management System) team in the management of the E2E Quality System, aiming at quality assurance and control. - E2E performance in the development of aircraft parts from the conception of the 3D design, definition of the process, execution of the FAI machine and mass production. - Monitoring of the PPC in the receipt of requests from the main aircraft division, definition of the schedule of key items to meet the demand required by the STC (Ship To Commit) dates. - Main Results: Excellent execution of activities, satisfaction of internal and external customers, rapid growth and results continually recognized internally.