Duarte Franco
@duartefranco
I lead utility commercial operations, revenue cycles, performance control, and multi-site teams across Madeira.
PortugalWhat I'm looking for
At ARM – Águas e Resíduos da Madeira, I coordinate commercial operations across five municipalities, nine customer service locations and more than 40,000 active contracts. I support senior management with revenue, debt, risk and performance oversight.
I manage the Billing-to-Cash cycle across contract administration, billing, collections, debt management and legal recovery. I define KPIs and executive reporting, helping stabilise debt exposure and strengthen controls against time-barred receivables.
I improve reporting, reconciliation and operational workflows using Excel, Power Query, Power BI and AI-assisted analysis. I have also helped implement a Call Center and contributed to the functional development of a CRM-enabled solution.
Experience
Work history, roles, and key accomplishments
Senior Commercial Operations Manager
ARM - Águas e Resíduos da Madeira, S.A.
Jul 2020 - Present (6 years 2 months)
Coordinates commercial operations across 3 branches and 9 customer service locations, serving 5 municipalities and 40,000+ active contracts, with indirect leadership of 20+ employees. Manages the revenue cycle across customer contract administration, billing, collections, debt management and legal recovery.
Head of Customer Service & Billing
ARM - Águas e Resíduos da Madeira, S.A.
Jun 2011 - May 2020 (8 years 11 months)
Contributed to the creation and development of the Customer Service & Billing Department, later assuming leadership responsibility for operations, billing, collections and customer service. Managed operations across 2 municipalities, covering more than 18,000 customer contracts, and directly led 11 employees.
Financial Consultant
Decisões & Soluções
Jan 2010 - Jan 2011 (1 year)
Provided financial consulting services.
Commercial Manager / Assistant Managing Director
Auto Bairi
Jan 2008 - Jan 2010 (2 years)
Managed commercial operations and assisted in overall company management.
Administrative Officer
Auto Bairi
Jan 2004 - Jan 2008 (4 years)
Performed administrative duties.
Night Auditor
Dorisol Florasol Residence Hotel
Jan 2001 - Jan 2004 (3 years)
Conducted night audit duties at a hotel.
Education
Degrees, certifications, and relevant coursework
ISCTE Business School
MSc, Accounting
MSc in Accounting from ISCTE Business School, completed in 2017.
ISCTE Executive Education (INDEG-IUL)
Executive Master, Accounting & Taxation
Executive Master in Accounting & Taxation from ISCTE Executive Education, completed in 2016.
Instituto Superior de Administração e Línguas (ISAL)
BSc, Business Administration
BSc in Business Administration from Instituto Superior de Administração e Línguas, completed in 2012.
Availability
Location
PortugalAuthorized to work in
Salary expectations
Job categories
Skills
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