Caroline Do Prado

Main Achievements:

• Acted as Iteration Manager and Product Owner on 5 team member Business Squad
• Led worldwide tooling deployment initiative, streamlining operations and generating cost savings by sunsetting legacy tools across different geographic regions.
• Demonstrated exceptional program management skills, driving implementation of roadmaps across multiple development teams, ensuring alignment and timely delivery.
• Coordinated end-to-end user testing involving four integrated tools: Workflow, Inventory Translation, Contract Management, and Cost Calculation, ensuring seamless functionality and user satisfaction
• Led gap analysis following user testing, resulting in identification of new change requests and driving further improvements to tooling solutions.
• Assumed additional responsibilities as Business Analyst (BA) and hands-on Tester, ensuring quality of product deliverables, quick resolution of bugs, and maintaining overall product excellence.

Main Achievements: Metrics Improvement Y2Y (2017/2018)

Cycle time: 50% decrease. GOAL was to improve 20% Y2Y

Employee Mood Marble: 4.2 in December 2018. GOAL: 4 or higher

Employee Engagement Survey: Increase of 6+ Y2Y

NPS: 4Q/18 with 94+, GOAL: 90+ AVG

Role Tasks:

• Maximized performance by monitoring daily activities and mentoring team members.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Main Achievements:

• Quality Improvement on BP Orders submission along with SAP Order Block Analysis, lead to 50% increase on touchless orders (from 27% to 60%), increasing productivity, BPs satisfaction as well as order accuracy.
• Selected for Blue Talent Leadership Program, aimed at developing future executive leaders.
• Selected to participate on Corporate Services Corp Program (2015), providing consultancy to a Serbian NGO (Belgrade Open School) for one-month period.
• Selected for two year assignment as First Line Manager in Bratislava, Slovakia based on outstanding deliveries and contributions

Main Achievement:

• Assigned as Subject Matter Expert to implement new inventory management tool, resulting in 25% reduction in cycle time and improved quality through automated checks.
• Successfully revitalized declining team by collaborating with management, focusing on improving team's climate, enhancing operational knowledge, and fostering unity. Within 3 months, reversed situation and achieved improved performance results

Role Task:

• Perform escalations on new contract registrations
• Develop and coordinate team's backlog
• Ensure all business control points and operational targets were achieved by team, providing coaching and training on any process gaps identified.
• L1 resolution for Billing system issues
• Identify problems and system limitations that could impact billing and cause entitlement issues for hardware and software maintenance and proactively solve.
• Lead operational meetings to align/improve process.
• Tested new software and hardware prior to deployment.
• Researched and identified solutions to technical problems.

Role tasks:

• Audit, register and bill new maintenance contracts for US based clients
• Perform inventory management, invoice reconciliation, and accounts receivable support
• Disputes Resolution
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Connected with customers to address questions and resolve issues through phone and email.