Fernanda Stefanini Deleo

Focus on projects related to Change Management and Org. Design. Experience in project management in multinational multi-stream projects, PRINCE2 certified. Familiarity with projects frameworks: Waterfall and Agile.

Focus on customer experience end-to-end and transformation projects. Assessing and mapping the touchpoints in customer journey. Redesigning processes and new standard operating procedures (SOP). Creating role-based training materials and support in training organization, coordination, and integration into existing training platforms/programs. Improving employees’ work satisfaction by identifying main gaps in their perception and redesigning incentives.

Focus on projects related to process standardization and optimization as well as continuous improvement. Mapping check-in processes to identify opportunities for optimization. Redesigning and implementing “new ways” of working. Defining KPIs to support operation to focus on what truly mattered to clients. Processing and analyzing data to create managerial reports. Supporting BI platform implementation. Reviewing and updating metrics forecast for the subsequent quarter.

Focus on supporting initiatives to improve performance in consumer goods and service companies. Supporting mapping and redesign processes through mapping processes and implementing PDCA cycle. Developing dashboard to compile and monitor KPIs to improve customer experience. Preparing weekly/ monthly reports and analysis to assist Senior Management. Tracking on-going initiatives and ensuring follow-up activity

Focus on quality assurance and productivity measurement and improvement. Main topics covered included: ISO-9000; benchmarking; Poka Yoke; 5 S (house keeping); continuous improvement (Kaizen); quality measurement tools and methodology (6 Sigma).