Roberto P.CRM Analyst
Skills
A strategist with dual citizenship in the European Union and Brazil, holding a degree in Computer Sciences. Experience includes several international assignments in the USA and corporate English instruction. High school education was completed in California, and recent professional residence includes Europe. Positions have included roles at major technology firms and a current appointment as a research professor in BPM Methodologies and Change Management at the University of Granada, Spain, since 2018. Presently, the role includes serving as a Business Process Solutions Integrator for multinational customers in the Americas and EMEA regions. Proficient in English, Spanish, and Portuguese.
Market Intelligence Consultant
2/2/2019 - 6/2/2019
Enhanced relationship management relevant to target markets through meticulous data gathering and analysis to support accurate and confident decision-making, forming the foundation for core strategies. Expertise in collecting external market data and integrating it with internally consolidated data using fully implemented Business Intelligence (BI) and Customer Relationship Management (CRM) tools.Business Process Improvement (CRM, Work-Flow, BPO, PMO)
1/1/2020 - Present
Served as a contractor, specializing in CRM and workflow management, as well as project management office (PMO) and business process outsourcing (BPO). Conducted comprehensive business process and critical data assessments tailored for global implementations. Played a pivotal role in training and support since 2021, ensuring the successful adoption and utilization of systems among users. Developed skills in CRM software, business process assessment frameworks, and international project management standards. Gained expertise in delivering training programs and providing continuous support to enhance operational efficiency and effectiveness.Business Process Improvement (COO, PMO, BPO)
8/2/2019 - 1/1/2020
In 2019, acted as COO, BPO, and PMO, leading business process and critical data assessments to identify key operational factors within core processes. Focused on monitoring business performance through macro and micro KPI's. Concentrated efforts on effective BPO in 2020.MICROSOFT Customer Services
9/2/2018 - 12/2/2018
Delivered exceptional customer service and technical support for English-speaking countries in the EMEA region, focusing on Microsoft's 365 and Azure platform partners. Developed expertise in troubleshooting and resolving complex issues related to Microsoft 365 and Azure, ensuring optimal performance and customer satisfaction. Acquired deep knowledge of cloud services, including implementation, maintenance, and support of Azure infrastructure and Microsoft 365 applications. Utilized tools such as Microsoft Dynamics, Azure DevOps, and PowerShell for efficient issue tracking and problem resolution. Enhanced communication and collaboration skills by working with global teams to deliver seamless technical support. Consistently applied ITIL best practices to improve service delivery and managed incident response with a focus on minimizing downtime and maximizing system reliability.Business Process Management (BPM) and Change Management Research Professor
7/2/2018 - Present
Over a tenure of 30 years, developed advanced capabilities in Business Process Management (BPM) methodologies and Change Management Readiness, particularly in monitoring global business plans in real-time. This role involved leveraging technical expertise to deploy automated systems for monitoring critical business plans and processes across various business areas. Efficiently ensured processes compliance, quality assurance, SOX compliance, and risk management. Designed and integrated complex data extraction processes to transform raw data into actionable insights, supporting real-time monitoring and assessment of business process performances. Implemented systems to map and monitor corporate key alerts within core and satellite systems, setting safety margins and establishing a foundation for global business plan performance evaluation. This comprehensive approach provided solid proof of concept for stakeholders and investors, aligning corporate monitoring strategies with their expectations.Business Development Consultant
5/2/2018 - 6/2/2018
Developed proficiency in aligning KPI's to Strategic Business Plans and consistently monitored them through established goals and criteria. Utilized main dashboards to oversee KPI's, ensuring the performance met investor expectations and maintained high-quality processes across all operational levels. Ensured efficient performance tracking and strategic planning, contributing to enhanced operational effectiveness and transparency for stakeholders.Innovation and Technology Academic Professor
1/2/2005 - 12/2/2009
Developed and delivered curriculum in Innovation and Technological Intelligence, Information Management Systems, Project Management, Degree-Completion Term Papers Theory, and Field Orientations (TCCs). Demonstrated expertise in creating and managing instructional materials, facilitating classroom and field instruction, and assessing student performance and progress. Utilized various educational technologies and information systems to enhance learning and operational efficiency. Contributed to the advancement of academic programs through continuous curriculum improvement and incorporation of emerging trends in technology and project management. Ensured comprehensive understanding of complex subjects, preparing students for successful application in their respective fields.Strategic Business Solutions Integrator
1/2/1995 - Present
Founded a firm in 1995 specializing in multi-platform technology solutions with a focus on implementing management systems through Business Process Methodologies (BPM), Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Business Intelligence (BI) while adhering to Sarbanes-Oxley Regulations (SOX). Collaborated with executive leadership to deliver Business Process and Critical Data Assessments aimed at identifying opportunities for solution implementation, streamlining corporate decision-making, measuring performance cycles, and implementing corporate business management systems. Supervised end-user training, consolidation of knowledge repositories, creation of productivity performance system tools, and ensured systems compliance. Managed remote solution standardization to enhance operational efficiency. Significant projects involved AS-IS analysis, testing scenarios, TO-BE process design, and change management programs across various sectors including veterinary goods, accounting consulting, sugar and bio-alcohol production, reforestation, veterinary nutrition, agro technologies, livestock and frigorifics, environmental waste management, oncologic and multi-disciplinary hospitals, fast-food and meal services, industrial tools, fertilizers, and irrigation systems utilizing a range of tools and frameworks such as SAP, QAD, GiS, TOTVS, Go.On, and e-Docs.Information Technology Business Specialist
1/2/1988 - 1/2/1995
Held a position on the Marketing and Quality Board of Directors for four years, specializing in the development and implementation of skill management processes and applied knowledge personnel mapping. As a Project Manager for two years, successfully managed out-sourced customer services and various projects, demonstrating strong leadership and organizational skills. Served as an Automation Support Liaison for one year across the U.S., Asia, and Latin America, enhancing order entry systems and assessing manufacturing feasibility for modular 9221 computers. Worked as the IT Focal Point for one year, focusing on the specially customized order entry process and implementing Just-In-Time (JIT) purchasing systems for manufacturing.
Honors and awards include being named IBM Latin America Employee of the Year in 1991.Corporate English and Portuguese Instructor
1/2/1986 - 12/2/1991
Served as an English and Portuguese instructor, specializing in corporate student training. Developed proficiency in curriculum design tailored to professional needs, utilizing a variety of teaching methodologies to facilitate effective language acquisition. Demonstrated expertise in the application of language-learning frameworks and tools, implementing interactive and immersive instructional strategies to enhance student engagement. Supported learners in achieving fluency and confidence in business communication, through both virtual and in-person sessions. Skilled in evaluating student progress and providing constructive feedback to drive continuous improvement. Successfully integrated technology into the learning process, utilizing platforms for virtual classrooms, assessments, and resource sharing, ensuring an efficient and modernized educational experience.
Business Process Integrator (BPI) and Solutions Manager Careers in Business Associate at SAP On-Going Associate Certifications in USA
2012 - 2020Bachelor of Science in Computer Sciences at Pontifical Catholic University of Campinas, São Paulo, Brazil
1986 - 1989Post-Grad Degree on Database Administration at State University of Campinas, São Paulo, Brazil
1995 - 1997CRM and Work-Flow Sales Business Solutions at CREATIO Associate Certifications in USA
2020 - 2022
CRM and Work-Flow Sales Business Consultant at PRAXI Certifications
1/1/2020Business Process Integrator (BPI) at SAP Business Associate
1/1/2012Project Management Certification at IBM Certifications
1/1/1993
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