Paula Pontes Arias
Sales & Operations Service Delivery Manager @Nova Networks
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WORK HISTORY
Sales & Operations Service Delivery Manager @Nova Networks
Ottawa, ON, CA
Prepare daily and weekly operational reports and host meeting• Reviews performance of service delivery unit against operational level agreement or service level agreement and drives the service owners to deliver at the committed quality. Recognizes any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed;• First point of client contact, responsible for internal and external communications, document review, keeping accurate and up to date records. • Responsible for delivering against the agreed forecast of the engagement P&L and actively works with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements; • Build relationships with Customers, help address issues, provide proactive strategy with their Accounts;• Efficiently manage time, develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of processes.
EDUCATION
FGV - Fundação Getulio Vargas
Graduate Degree, Business Administration and Management, General
Senac São Paulo
Graduate Degree, Culinary Arts/Chef Training
SKILLS
ABOUT PAULA PONTES ARIAS
Over the past three years at Nova Networks, I ensured that, the service delivery was in line with agreements and proactively addressed any deviations by implementing strategic plans. As the key client contact, I effectively managed both internal and external communication.Before that, I gained over three years of experience at IBM as a contract and billing analyst, and over a year as a senior financial analyst. During that time, I developed a perceptive attention to detail and strong professional communication skills, which was acknowledged by colleagues and superiors for my exceptional dedication and work ethic.As a result of my consistent performance, I was recognized within the organizations and was promoted to higher positions.
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