Cesar Tomaz

Managed escalated customer inquiries at Uber, providing timely resolutions and collaborating with teams to enhance customer experience. • Identified root causes of issues and provided appropriate resolutions. • Promptly escalated critical cases to the appropriate authority. • Supported ad-hoc projects to improve operational processes and service quality.

Led, managed and developed the CS team in São Paulo (15 members), answering for the success of the association of 40 companies. * Directly involved in customer retention. * Involved in national and international projects, including: standardization of the processes, metrics and materials used by the area; implementation of a customer-centered culture involving all areas of the association; definition of the training schedule for the Brazil team; development of engagement and upsell campaigns; analysis and updating of the Product and Service Portfolio; and redefinition of the strategic and tactical KPIs.

Worked at customers of the Banking, Insurance, Card, Industry and Retail segments, leading multidisciplinary teams with extensive cultural diversity. Responsible for achieving the service (SLA, SLO and NPS) and financial targets in the territories served. Acted as a focal point for the customer in the after-sales relationship and as driver of delivery X expectations, providing the customer with exponential experiences in our technological portfolio. Together with the sales team and technical team, we built solutions to enable the delivery with the best value-for-money to our customers, focusing on the objectives of our customers. Had the opportunity to redeem important accounts for the company and revitalize relationships, promoting the retention and growth of partnerships. A summary of my main assignments: * Manage contracted services for customers ensuring the fulfillment of the service level agreements (SLAs) and performance standards (KPIs) defined in the contracts; * Establish service management processes. * Manage customer expectations, gathering feedback from customers and promoting continuous improvement (Lean). * Coordinate monthly service quality meetings with the company's senior management and develop action plans with peers. * Identify business opportunities and the opportunity to deliver value to the customer.

Acting as Scrum Master in software and product deployment projects with Main atributions: - Train technical teams with detailed guidance on agile roles, rituals and artifacts. - Develop and implement agile training for participants in squad members. - Continuously evaluate and report on teams' progress toward meeting their goals. - Evaluate team metrics and recommend to teams and management for improvements. - Identify areas for improvement and drive change toward efficiency. - Product Owner support in defining business vision for features (Based on values, principles and good practices); - Conducting agile ceremonies; - Removal of impediments by working alongside the IT project manager.

Head of PMO responsible for the definition and dissemination of project management methodologies, tools and concepts used for portfolio management and programs for 26 business units in Brazil and abroad, with luggage in the Shared Services Center segment. Guidance and support for implementation managers, employing skills to monitor and control the portfolio, using PMBOK-based management best practices such as: Attention to defining the scope of the project, Relationship and responsibility matrix, Communication plan, Risk management, Schedule, EVA control. As Scrum Master I am responsible for spreading the Lean philosophy and seeking to merge different project management methodologies and tools. Preparation of CAPEX and OPEX five-year planning (Financial and Capacity Plan) for technology (infrastructure, automation, ERP's, revenue solutions), reporting directly to the company's senior management.

- Leader of IT Projects, technical responsible for the portfolio of systems for Human Capital Management: - Appraisal and Performance - Recruitment and selection - Training and development - e-Learning - Payroll - Time Attendance - e-Social - Development of Interfaces Most recent projects: - Migration TOTVS database Protheus for the whole line TOTVS RM - Deployment V12 TOTVS RM - Automation Fixed Remuneration Process (SAP SuccessFactors) - Automation Variable Compensation process (SAP SuccessFactors) - Implementation of e-Social - Structuring the organization of new Units in Human Capital solutions - ERP TOTVS and SAP SuccessFactors Database Integrations

Systems Analyst at the Technology Center, in NON-SAP department– responsible to support specific systems of each sector of the organization. Example: Appraisal by Competences in Personnel Management, TOTVS RM Framework (payroll, time attendance, recruitment and hiring, HR development, Electronic Document Management (GED), self-service portal, access control equipament and time clocks.

Payroll process management in several states in Brazil for +11,000 employees in 22 companies. Team leader of four payroll specialists overseeing: data entry changes by hours, commissions, employee deductions, check printing and distribution. • Database managed to track employee time off balances; • Development of reports and dashboards to report to senior managers about personnel administration costs; • Responsible for tax, pay rate, commission calculations and time discrepancies for field and corporate staff; • Accurate payroll management; • Administration of legal and federal reports; • Responsible for internal and external audits; • Developing procedures to improve payroll quality. As a key user: Features designed to automate database payroll (PL / SQL) calculations. Implementation of reports and SQL forms.