Carolina Arnold Natalicio

This project delivered by Accenture involved supporting the onboarding of public and private entities to the Portuguese Government’s Interoperability Platform (iAP), ensuring the successful configuration of quality environments and interoperability services. Acting as the main Business Analyst, the role covered end-to-end analysis and operational oversight, working closely with the Project Manager and frequently assuming coordination responsibilities. • Developed and maintained a comprehensive Confluence knowledge space combining business and technical documentation, standardizing processes and serving as a benchmark reused by multiple project teams, improving knowledge sharing and onboarding efficiency. • Led requirements elicitation and functional analysis with multiple public-sector entities, gathering business rules and defining interoperability data services, ensuring alignment between organizational needs, platform capabilities, and technical implementation. • Designed and implemented management dashboards and analytical studies using Excel, Jira, and Power BI, enabling data-driven decision-making and providing visibility over operational metrics that were previously unavailable to leadership. • Re-engineered operational and functional reporting, restructuring weekly management reports and identifying close to 100 previously untracked initiatives, significantly improving project visibility, control, and prioritization. • Optimized Jira workflows by implementing new boards, checklists, automation rules, and dashboards, accelerating status updates, improving traceability, and enabling consistent reporting across teams and stakeholders. • Led an end-to-end process discovery initiative, documenting workflows, rules, and tools into structured procedures that supported staff training, knowledge transfer, and the scalable absorption of new interoperability services.

• Designed and facilitated over 40 workshops and trainings, engaging groups of 8-30 individuals in topics including agile methodologies, design sprints, continuous improvement mindset, and user experience design. Consistently received high satisfaction ratings from participants. • Led 10 complex projects, leveraging PMBOK and agile methodologies, with cross-functional teams of 3 to 12 members. Delivered projects on time, budget and in scope, exceeding expectations with a 96% success rate. • Managed over 120 internal control and audit requests, ensuring a quality rating of 95% or higher for 18 months, overseeing the implementation of corrective and risk mitigation measures aligned with business requirements. • Developed a collaborative risk assessment framework for the Wholesale Credit processes, engaging over 60 stakeholders. 50 business risks were identified, and 3 critical processes had their risk rating reduced. • Mentored and coordinated 10 analysts, performed evaluations, individual feedbacks, and resolved issues, increasing client satisfaction and project deliverable quality. • Conducted 12 online surveys, engaging 25 to 100 participants each, and consolidated quantitative and qualitative data. Leveraged these insights to identify opportunities for process optimisation and improved departmental morale.

• Performed comprehensive process redesign across 20 business units, following Lean Six Sigma/DMAIC principles. These improvements directly reduced cycle times, cost deficiencies, and increased client and stakeholder satisfaction. • Elicited and specified over 150 detailed functional requirements and acceptance criteria, through client meetings, group discussions and observation, ensuring alignment with business needs and benefiting over 5,000 users. • Documented process models for approximately 45 processes using BPMN/EPC notation, providing clear guidelines for development teams, training materials, and documentation for internal policies. • Restructured specification documents for 5 work fronts in a big program to redesign and combine all credit renegotiation products in one, rewriting and decomposing requirements into user stories and business rules. Instructed product managers and development team on how to write stories organised by process flow.

· Led the launch of the Cielo app's support service, training a team of 40 attendants with low proficiency on IOS to assist the customers. All company-set activation and retention targets were met. · Acted as focal point to evaluate impacts and coordinate changes on call centre services for launches and releases on POS equipment, adapting scripts, software parameters, leading efficient communication among attendants and supervisors. · Oversaw the development of authorisation systems, POS, and IVR, leading the execution of over 300 functional tests. Collaborated with development teams to ensure implementations met specifications, benefiting over 15,000 users. · Supervised the transition of 5 call centre teams, each with 20-40 agent positions, to a new service provider. This involved overseeing training, system migration, and process optimisation to ensure seamless service delivery. · Produced analytical reports on transactional performance that encompassed all Visa card payments processed in Brazil, providing insights to bank issuers. Identified critical performance issues, addressed by system parameters adjustments. · Decreased average handling and wait times by over 20% in the call centre cells, achieving high customer satisfaction rates through ongoing process improvements and agent training. · Identified a critical pain point in airline pre-authorisation processing and implemented an increment in the IVR solution to automate the process, delivering a 30% cost reduction.

• Conducted process mapping and analysis to identify opportunities for improvement and implemented changes to enhance efficiency. • Handled the end-to-end procurement process, including sourcing, negotiating, and contracting. • Managed and organised information assets to ensure data accuracy, accessibility, and security. • Assisted with recruitment and selection activities, including screening resumes, scheduling and actively participating in interviews. • Coordinated the office relocation in the absence of the administrative manager. • Oversaw day-to-day maintenance operations.

• Coordinated 4 consulting teams to deliver high-quality projects. • Successfully acquired new clients and expanded existing business relationships through strategic negotiations and tailored proposals. • Collaborated with recruitment, selection, and onboarding processes for consulting teams, including ongoing training and development programs. • Conducted comprehensive organisational assessment to improve efficiency and performance for a small cleaning products factory. • Led a market research, designing and applying the questionnaire for over 150 people at the university.