Daniela Guedes

Background

About Daniela Guedes

Strong experience with customer service. I have a background in continuous improvement, process mapping and project management. I have participated in Kaizen projects for the Metal industry alongside suppliers to improve their systems and as a result reduce the cost of their products. I also participated in larger IT projects in the Travel industry, where a new platform was required and I was responsible for all aspects of that platform that relates with customer experience, operations and call centre. Those projects required my participation in several workshops in France and Argentina alongside with stakeholders to create and review business requirements, technical documentation and discuss change requirements. The first project, for Submarino Viagens was based in PMBOK and required extend process mapping and documentation. The second project, for Almundo Brasil, used the Agile Methodology and required more flexibility and strong relationship between IT and Business areas. During both, apart from my participation on the projects I was also Customer Experience Coordinator, being responsible for a team and all KPI's related to Call Centre and Operations. In Melbourne for almost 3 years, I have been working in restaurants and hotels as front of house staff, mainly as a bartender which provided me the opportunity to enhance my communication and hospitality skills and now is the time to take the next step in my career. I am studying project management at Insight Academy that has strong focus on Agile Methodology.