Fernanda Pepe Serafim

Curriculum Vitae FERNANDA PEPE SERAFIM Rua Doutor Nilton Velmovitski, 154 Condomínio Terraças de Camboinhas - Camboinhas- Niteroi – Rio de Janeiro – Brazil +55 - | +55 --linkedin.com/in/fernandaserafim Date of Birth: 23rd October 1986 (Brazil) family status: single, living with parents FERNANDA PEPE SERAFIM R. Dr. Nilton Velmovitski, 154 Camboinhas – Niteroi – RJ - Brazil +55 - +55 --linkedin.com/in/fernandaserafim Brazilian with great experience in Communications, Events, Customer Services, Marketing, Sales and Hospitality, besides knowledge in Governance and Business Process Management (BPM). International work experience Indonesia, China and Australia. UNIVERSIDADE FEDERAL FLUMINENSE Bachelor Degree Business Administration 2006 – 2012 LANGUAGES Portuguese| NATIVE English| FLUENT Spanish | BASIC CERTIFICATES Digital Marketing | POLO CRIATIVO Fashion Business | POLO CRIATIVO Business Process Management | IBMEC/RJ I L U K A (Rio de Janeiro, RJ) ........................................................ 07/2016 – 09/2016 GUEST SERVICES COORDINATOR – RIO 2016 OLYMPIC & PARALYMPIC GAMES - Coordination of Host team for Bradesco's Hospitality Programme at Sheraton Grand Rio Hotel & Resort (5 stars) - Liaising various peer groups to ensure smooth operations on site - Process analysis and team coordination - Primary contact for all customer queries - Proactive and active problem resolution - Delivery of excellent customer service and a first-class hospitality experience - Daily management reports - Training of staff to keep the team completely familiar and up-to-date with all aspects of the program - People management C O N S U L T E S (Niteroi, RJ) ......................................................... 09/2015 – current SENIOR CONSULTANT - Implementation of Business Process Management (BPM) - Communications and Digital Marketing planning - Strategy alignment across the client’s organisation - Process assessment, identifying opportunities for operational and strategic improvements - Planning and organisation of training classes - Preparation of learning materials D U F R Y (Rio de Janeiro, RJ) ....................................................... 04/2015 – 09/2015 SENIOR INTERNAL COMMUNICATIONS ANALYST - Planning and execution of communication plans (Change Management) - Internal marketing and promotion of Board of Directors meetings with the employees - Organizing and planning of corporate events - Report to the Board of Directors and COO - Disclose of results and relevant information internally - Validation of texts and photos, layout revision and interface with third parties for internal communication materials - Planning and execution of engagement marketing and follow-up on relevant KPIs V A L E (Rio de Janeiro, RJ) ......................................................... 10/2009 – 02/2015 PROFILE Communicative Adaptable Flexible Resilient COMMUNICATIONS ANALYST - Planning, execution and follow-up of communication plan for internal projects (including SAP implementation) - Stakeholder mapping - Liaising with all involved parties to ensure timely settlement - Event promotion - Organization of “Frequently Asked Questions” sessions (web conference) for SAP users - Development of Intranet environment for databases regarding SAP - Creation and maintenance of content on main communication channels (e.g. intranet, management bulletins, etc.) - Interface for partners and suppliers HIGHLIGHTS Team Leading Skills Self-Driven Result Oriented Outside-The-Box-Thinker Fast adaption to new situations TRAINING ANALYST - User mapping - Identification of new skills needed - Allocation/reallocation of users to relevant training classes - Support to training logistics, providing physical and infrastructure IT Microsoft Office SAP PeopleSoft (Oracle) Adobe Illustrator technological REFERENCES Bruno Batistão ILUKA | +55 - Mônica Lobo DUFRY | +55 - Luis Alfredo Vasconcelos VALE | +55 - Flávia Moura VALE | +55 - RECOMMENDATION "First Class professional, responsible with her activities and deadlines. We worked together on the implementation of the Excellence Programme for Duty-Free and Duty-Paid shops, which was a big deal for the operations. As in charge for internal communications, Fernanda helped us keeping the team updated and involved in the project." Marcos Reis |DUFRY “Fernanda is a committed, loyal and ethical professional, with excellent deliveries. She works with a lot of autonomy, requiring little supervision. With her charisma and contagious high spirits, motivates and integrates teams.” V A L E (Rio de Janeiro, RJ) ......................................................... 10/2009 – 02/2015 GOVERNANCE ANALYST - Corporate Governance and Process Management - Planning and preparation of Value-Added Chain (VAC) - Analysis and mapping of business processes and their relevant Owners and Managers - Policies Management – creation and revision of normative documents (policies, standards and instructions) - Process analysis with key stakeholders and issuing the related policies and procedures - Support for integration initiatives - Elaboration of action plans originated from gap analysis JUNIOR ORGANISATIONAL DESIGN AND HEADCOUNT CONTROL ANALYST - Consolidation of organisational structure and personnel budget data - Report to CEO, the press and sustainability reports - Key-user of Headcount Control on PeopleSoft customisation initiative - International experience as in-house trainer on HR Roadshow in Indonesia, China and Australia - Disclose of the new Organisational Design process and the roles and responsibilities of each player V A L L O U R E C (Rio de Janeiro, RJ) ........................................ 08/2007 – 08/2008 SALES INTERN - Pipeline sales area support - Customer service - Request monitoring on SAP - Clerical services A G A U C Y (Niteroi, RJ) ................................................................ 12/2000 – 12/2005 SALES REPRESENTATIVE - Customer Service - Cash-flow control Adriana Gutierrez |VALE “Fernanda is very oriented and focused on achieving the targets and company’s strategies.” Patrícia Charbel |VALLOUREC FERNANDA PEPE SERAFIM R. Dr. Nilton Velmovitski, 154 - Camboinhas – Niteroi – Rio de Janeiro -Brazil +55 - | +55 --linkedin.com/in/fernandaserafim