Back Office Products Consultant at Atento
Brazil
- Current
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- Products Consultant at Atento
- Co-Founder, Business Developer and Writer at E-Dublin
- Past
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- Business Analyst at Accenture
- Business Analyst (continuation) at Accenture
- HR Intern at Universidade Anhembi Morumbi
- Outbound Attendant at Actionline
- Education
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- Grafton College
- Q-center
- Universidade Presbiteriana Mackenzie
- Recommended
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5 people have recommended Homero - Connections
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- Industry
- Management Consulting
- Websites
Homero Carmona’s Summary
I am a self-motivated, creative and confident professional.
I am nowadays working as a Product Consultant in one of the biggest Contact Center BPO Companies of the world, Atento. I am responsible for developing new products, identify opportunities in the market, and provide expertise for internal departments and clients in order to increase efficiency, productivity and profits.
I also have worked for 3 and half years for Accenture Brazil, where I was part of the Management Consulting / CRM workforce. During this period, I have worked in big clients such as: Citibank, Telefonica and Brasil Telecom.
Most Important Deliveries at Accenture:
- Set-up of Brasil Telecom's Back-Office operation as Manager's right hand
- Development of all the operational and managerial reports of Brasil Telecom's project
- Creation of the planning for three areas (Training, Collections and Premises) in Citibank PMO
- Creation of the main numerical and graphical reports in Citibank PMO
- System Assessment of Telefonica's Back-Office
- Organizational Structure and processes for Telefonica's Test and Configuration Management Teams
Skills:
- Expert in MS Excel
- Advanced in MS Power Point and Word
- Knowledge in MS Project, Access, Visio and SQL (Queries)
Homero Carmona’s Specialties:
- Knowledge of End-to-end processes in Contact Center and Back Office
- Functional knowledge of IT solutions in Contact Center and Back Office
- Knowledge of Back-Office technical structure
- Day-to-day experience in Back-Office operations
- Full understanding of Management, Client and customers needs
- Excellent team player
- Pro-active
- "Can do" attitude
- Client facing experience
Homero Carmona’s Experience
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Products Consultant
Atento
(Privately Held; Telecommunications industry)
May 2009 — Present (7 months)
Back Office Products analysis and development.
Analyze Atento's and market's Back Office products and operations to identify strengths, weaknesses, threats and opportunities.
Develop end-to-end Back Office and Contact Center solutions, concerning HR, IT, business processes, infrastructure, management model, price structure and approach suited to the market needs.
Provide information to the sales team, such as: market information and trends, product's strenghts (and weaknesses if applicable) and sale's arguments.
Work hands on with operation's management to provide clients BPO's with cost-effectivity, remarkable customer experience patterns and operational efficiency. -
Co-Founder, Business Developer and Writer
E-Dublin
(Online Media industry)
January 2008 — Present (1 year 11 months)
From April 2008 to February 2009 I have joined an exchange student programme.
From the first day I decided to enroll myself in an exchange programme, in January 2008, I created with my partner (Edu Giansante) a website to put all the information together. In the beginning it was only for helping new exchange students, but 6 months later the website has become acknowledged as the main reference for students that were going to Ireland.
Nowadays, the website is the main plataform for Brazilians living and going to Ireland. It has already carried campaigns, quizzes, meetings based on the brand "E-Dublin". There are few sponsors and partners that are constantly building projects with us.
The website has been nominated for Dardo Awards, and mentioned by many important media vehicles, such as Folha de São Paulo, Blue Bus, Destaque SP and some others.
Our website address is http://www.e-dublin.com.br
If you are interested in doing partnerships or sponsoring, please contact us -
Business Analyst
Accenture
(Public Company; ACN; Management Consulting industry)
November 2004 — March 2008 (3 years 5 months)
1) Citibank Project: Accenture team was responsible for helping Citibank to organize activities, negotiate with providers, identify risks and issues and deal with managerial decisions and conflicts. I was responsible for work planning, Excel reports and graphics and Status Presentations;
2) Brasil Telecom Project: Back-Office outsourcing project, in which I was responsible for the reports creation and communication. The main reports were: forecasting, inbound volume, productivity and resolution average time; -
Business Analyst (continuation)
Accenture
(Public Company; ACN; Management Consulting industry)
November 2004 — March 2008 (3 years 5 months)
3) Telefonica’s Back-Office Project: Delivered the “as-is” picture of the business and developed 3 different “to-be” scenarios. My role was to detail the system architecture, support process mapping (Framework ITIL) and support the business cases scenarios creation;
4) Telefonica’s Configuration Management Project: Accenture was responsible for delivering a system that would support Telefonica’s invoicing, billing and CRM system. My role was to define the ideal processes and organizational structure of the teams that would manage the system configuration and tests. In the end of the project I built SQL queries and Excel worksheets to validate the system’s operation. -
HR Intern
Universidade Anhembi Morumbi
(Educational Institution; Higher Education industry)
March 2004 — November 2004 (9 months)
In this company I worked as a Generalist HR Intern supporting all areas of the HR such as training, recruitment, payroll, quality & process and reception. My most relevant activity in this company was to support Quality and Process Team.
In addition, Anhembi was looking for opportunities in its Sports Department and processes. I joined the group responsible for the benchmarking process visiting universities and ellaborating reports. -
Outbound Attendant
Actionline
(Public Company; 501-1000 employees; Outsourcing/Offshoring industry)
April 2003 — January 2004 (10 months)
As an attendant of this company I was responsible for talking to clients about their overdue bills.
During the call I should present the total due amount to clients and offer them the possibilities of payment. In this conversation I should convince clients to pay their amount in 8 months, if they chose this option they would receive a 25% discount.
Homero Carmona’s Education
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Grafton College
General English , General English , 2008 — 2008
Student of general english to get prepared to the CAE examination.
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Q-center
Complementary , Accenture Core Analyst School , 2007 — 2007
- Activities and Societies:
- Case studies, practical analysis, methodology and process analysis
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Universidade Presbiteriana Mackenzie
Business Administration 2003 — 2006
I worked as a voluntary organizer of a academic event, helping people to find the right place to go, organizing lines, offering information to visitors and controlling the entrance
Additional Information
Homero Carmona’s Websites:
Homero Carmona’s Interests:
Management Consulting, Costumer Relationship Management, Organizational Structure, Business Reporting
Homero Carmona’s Groups:
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CRM-Professionals
Homero Carmona’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
