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Work Background
Líder - Insurance CompanyCOO & CIO - Operations and IT Officer
Jul. 2019Rio de Janeiro, Brazil• Lead the IT, Operations and Claims, and Projects and Service Channels teams consisting of 300 employees while implementing agile methodologies in all projects.
• Managed the department doing a weekly follow-up of project management, contract approval, expense control, and the company's financial statements against budget.
• Evaluated and analyzed multiple key performance indicators (KPIs) in the operational area and the Call Center to ensure high performance.
• Implemented process improvements that successfully reduced the time to analyze and pay claims from 40 to 21 days.
• Increased the use of the digital application for submitting claim notices from 3% to 11% by improving the user experience and the overall functionality of the application.
Serpro BrasilChief Development Officer
Feb. 2019 - Jul. 2019Brasília, Brazil• Led the software product construction teams of 2,100 employees across 11 cities in Brazil and directly supervised 4 superintendents and 1 coordinator.
• Managed the structuring of the development team and managed all projects, including monitoring and approving expenses and budgets and supervising contracts.
• Ensured the achievement of established key performance indicators (KPIs) relating to quality, productivity, profitability, and return on investment (ROI) of software projects.
Serpro BrasilChief Operation Officer
May. 2016 - Feb. 2019Brasília, Brazil• Supervised 3 superintendents and 1 coordinator, and the Data Center, Administration of Local Area Networks and Long Distance, Service Center, IT Acquisitions, and Command Center.
• Led teams of 2,300 employees across 17 cities in Brazil.
• Served as part of the board that achieved the company's financial recovery, going from losses of R$245,000,000 in 2015 to profits of R$459,000,000 in 2018.
• Managed an investment budget of R$110,000,000 and funding of R$ 300,000,000.
Serpro BrasilCustomer Relations Coordinator
May. 2016 - May. 2016Brasília, BrazilArea responsible for the commercial alignment of all SERPRO customer service units. It also has the following functions: -Management of SERPRO's Business Lines; -Definition of Business Plans for new services; -Coordination of the Products and Services Accelerator – Startup SERPRO; -Management of the Corporate Commercial Panel, with information for decision-making for the Board.
Serpro BrasilCustomer Relationship Superintendent
Apr. 2008 - Apr. 2016Brasília, Brazil• Managed 2 of the most important clients of SERPRO, the Ministry of Planning and the Presidency of the Republic, with annual contracts of R$200,000,000.
Serpro BrasilCoordinator of the Strategic Project Office
Jul. 2005 - Mar. 2008Brasília, Brazil• Led the implementation of PMBOK practices and project management methodologies, training more than 1,000 employees and promoting incentives for PMP certification to more than 120 employees.
Serpro BrasilSystem Analyst
Sep. 2004 - Jun. 2005Brasília, BrazilImplementation of the Corporate Project Management Process
Serpro BrasilProgrammer - Team Leader
Jan. 1997 - Aug. 2004Brasília, BrazilResponsible for the development team of SIAPE - Federal Government Payment System. SIAPE is the system used by the Ministry of Planning (currently the Ministry of Economy) to pay all federal civil servants (active, retired and pensioners).
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