Luciana Q. Nascimento
Project Manager at TrustSis Consultoria- Claim this Profile
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Portuguese Native or bilingual proficiency
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English Full professional proficiency
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French Elementary proficiency
Topline Score
Bio
Credentials
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Liderança de Alta Performance
G4 EducaçãoSep, 2022- Sep, 2024 -
The Retention Conference 2021
Customer Success LabJan, 2021- Sep, 2024
Experience
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Project Manager
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Jan 2022 - Present
Project Planning using SAP Activate Methodology for SAP GRC/IdM/SAP Security, SSO 3.0 and others. Management of the project schedule, Resource Requirements, Scope, Budget, Risks, Changes and all the PMI areas. Management of multiple projects that may be related and interdependent to meet an overarching objective and the overall project lifecycle. Work with the project teams to track and mitigate project progress, risks, blockers, and dependencies. Prepare reports for stakeholders regarding project status. Build and maintain effective working relationships with team members and other departments involved in the projects. Identify and help implement process and reporting improvements while ensuring that sufficient resources are available to meet project goals. Responsable for execute and maintain Scrum Ceremonies. Show less
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VAGAS.com
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Brazil
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Technology, Information and Internet
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700 & Above Employee
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Manager of Customer Success
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Jun 2017 - Nov 2021
Manage approximately 200 medium and enterprise customers, identifying opportunities to do cross selling, up selling, renewal and one-shot sale.Focal point between the customer and the internal areas.Identifying opportunities to improve the use of the system and recommending good practices and training. Monitoring recommended actions to continuously drive value delivery to the customer.Participation with the Marketing Team, Financial Area, Technical Support, Team Contract in the elaboration of approach strategies for new business, creation, and improvements in service processes.Project Management in the Customer Service Area using agile methodologies (Scrum, Kanban, etc.). Onboarding of new customers and team members, improvements in CRM systems, LGPD implementation, among other projects related to the customer service area. Show less
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Project Development Manager
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Sep 2010 - May 2017
Business analysis and requirements in the development of systems for customers and the integration with the areas involved in the project.Project documentation (business case, functional and technical specifications, presentations, etc. I was responsible for monitoring and participating in all phases of the projects, such as testing, approval, and implementation.Communication and integration of the knowledge areas of each project: human resources, cost, deadline, contracting and supplies, scope, risks, quality and communication, tests, systems approval, and project delivery.Evaluate situations to determine the importance, urgency and risks, generate possible solutions, and make recommendations and/or resolve the problem in a timely manner and in the best interests of the organization. Show less
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SPCOM SA
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Luxembourg
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Construction
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100 - 200 Employee
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Operations Supervisor
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Dec 2008 - Apr 2010
Supervision of Technical Support for Telecomunication Company (Claro 3G Internet Product) Leadership in managing teams with an average of 30 employees. Preparation of service KPIs (NS, FCR, TMA, TME, SLA, ABS, TO, BTC, etc.,). Team management, regarding payroll administration, application of feedback and disciplinary sanctions. Ability to identify talent, develop motivational campaigns and action plans to meet goals in accordance with company goals. Supervision of Technical Support for Telecomunication Company (Claro 3G Internet Product) Leadership in managing teams with an average of 30 employees. Preparation of service KPIs (NS, FCR, TMA, TME, SLA, ABS, TO, BTC, etc.,). Team management, regarding payroll administration, application of feedback and disciplinary sanctions. Ability to identify talent, develop motivational campaigns and action plans to meet goals in accordance with company goals.
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DEDIC-GPTI
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IT Services and IT Consulting
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200 - 300 Employee
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Analista de Projetos
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2004 - 2008
Responsible for implementing projects in the Marketing and Products area of the Telecom company (Telefônica Vivo), within the Customer Service Department. Participation in the elaboration and definition of product service processes for the B2C segment, making the relationship with all areas of the Board, with the objective of guaranteeing the delivery of projects. Responsible for communication and integration of the knowledge areas of each project: human resources, budget, timeline, deadline, contracting and supplies, scope, risks, quality and communication, testing and systems approval. Show less
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Education
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2019 - 2020
Centro Universitário Senac
Pós Graduação, Gestão de Projetos - PMI -
2010 - 2014
Universidade Paulista
Gestão da Tecnologia da Informação, T.I. -
2004 - 2007
Universidade Ibirapuera
Psicologia, Ciências Humanas
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