Summary
Overview
Work History
Education
Skills
Interests
Work Availability
Quote
Timeline
OperationsManager
Brayan Luz

Brayan Luz

Operations Coordinator | Project Manager | Scrum Master
Curitiba

Summary

I am an Operations Coordinator with significant experience in leading high-performance teams and managing complex projects. I am passionate about Scrum methodology, and I have a strong track record of delivering results through effective implementation of this methodology.

My approach to leadership is centered on building strong relationships with team members and stakeholders, fostering an environment of collaboration, trust and transparency.

Throughout my career, I have been responsible for managing projects of varying sizes and scopes, from small-scale initiatives to large, cross-functional efforts. I have a deep understanding of the project management lifecycle, from planning and execution to monitoring and control.

My passion for continuous improvement drives me to seek out new and innovative ways to optimize processes, streamline operations, and improve productivity. I am committed to delivering exceptional results. I take pride in my ability to adapt quickly to changing circumstances, overcome obstacles and deliver successful outcomes in a fast-paced and dynamic environment.

Overall, I bring a unique blend of leadership, project management, and Agile expertise to any organization. By using my skills and experience, I help drive business growth and success.

Overview

3
3
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Account Coordinator

Sitel Group
Curitiba
09.2021 - Current
  • Implementing projects, focusing on delivering best practices through managing assets and resources to projects;
  • Work with agile team, guiding, instructing and acting as mentor, ensuring projects are being delivered;
  • Use Scrum on daily basis to deliver most value to client’s projects
  • Succession pipeline development: feedback, training, KPI/results engagement, performance evaluation and development plan creation and follow up;
  • Prepare and present high quality weekly results, account progress, initiatives and business insights to leadership (Mgrs., Sr Dir and clients), internal stakeholders and client;
  • Lead meetings to define actions, strategies and implementing new business actions, negotiations and collaborating with continuous improvement on SOW, renewals and amendments;
  • Collaborate with senior management and internal teams to ensure client’s needs and expectations are met by implementing process and anticipating changes;
  • Be the key clients point of contact, understanding, learning and increasing the value of their product and helping them to achieve their needs, and planning Strategic Growth ;
  • Coordinate efforts with finance, workforce, commercial and training on multiple actions including planning, customer success, productivity analysis and business development plan;
  • Maintain and built relationships with customers on daily basis acting as client’s representative improving customer experience and efficient deliveries;
  • Recruiting and developing analysts from junior to mid/high-level;

Operations Supervisor

Sitel Group
Curitiba
08.2020 - 08.2021
  • Monitor and development of agents, providing immediate and constant feedback, pointing out possible improvements; Prepare and deliver agent performance appraisals on time;
  • Implement and control results of performance improvement plans for team members;
  • Schedule and control vacations, days off, schedules, overtime, sick leaves, among others;
  • Control absenteeism and account turnover, pointing out any need to replace staff or increase staff;
  • Follow corrective actions on team members with operational problems;
  • Career development plan;
  • Meetings with customer/stakeholder and/or quality sector to align the operation;
  • Create periodic reports whenever requested by the superior or by the client.

Bilingual technical support agent

Sykes Do Brasil
12.2019 - 07.2020
  • Inquiries for accommodations on customers' business trips (online, telephone, e-mail)
  • Conclusion of ad-hoc tasks as allocated by the supervisor or coordinator;
  • Resolution of payment disputes through internal systems, complying with delivery deadlines;
  • Management and resolution of complaints from the point of view of customers and hotels;
  • Clear and concise understanding of customer workflows, processes and SLAs;
  • Prioritization and independent organization of work based on priority level;
  • Trigger any payment disputes for allocated reserves raised by the Finance Department
  • Process Management, PUC PR, Curitiba-Brazil 2022 — 2024

Education

Technical Degree - Process Management

PUC PR
Curitiba, PR
10.2022 - 11.2024

Skills

Project Management

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Interests

IT

Technology

Projects

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Technical Degree - Process Management

PUC PR
10.2022 - 11.2024

Account Coordinator

Sitel Group
09.2021 - Current

Operations Supervisor

Sitel Group
08.2020 - 08.2021

Bilingual technical support agent

Sykes Do Brasil
12.2019 - 07.2020
Brayan LuzOperations Coordinator | Project Manager | Scrum Master