Flavia Borges

Support NetSuite ERP implementation through UAT, system validation, and go-live support. Act as main contact between IT, Finance, vendors, and employees, and coordinate onboarding across equipment, Microsoft 365, and Active Directory access.

Served as main point of contact for five client environments, handling approximately 30 requests per day within SLAs. Triaged technical issues in ServiceNow and escalated them to technicians based on urgency, skills, and availability.

Supported launch planning, testing, rollout, and adoption of chatbot and self-service features in agile teams. Built an NPS report for new products and coordinated two digital products across six customer channels.

Supported end-to-end implementation of a Salesforce customer care platform across five release cycles. Ran discovery and Design Sprint sessions to redesign service workflows, reducing handling time by about 3 minutes in call centers and 2.5 minutes in digital channels.

Supported Amdocs CRM and billing implementation and migration across 20+ locations and three service channels. Led discovery workshops and field visits with 10+ business areas, mapping end-to-end customer journeys and translating findings into system requirements.

Designed and delivered training for 20+ sales representatives and three call-center teams, supporting CRM adoption across partner channels. Coordinated commercial campaigns and analyzed customer and sales data to identify cross-sell and upsell opportunities.

Earned the Project Management Professional (PMP) certification in 2024.

Completed a Master of Business Administration (MBA) in 2023.

Earned the Lean Six Sigma Yellow Belt certification in 2021.

Earned a Bachelor's Degree in Business Management in 2016.