Fernanda Sousa, PMP®

- Structured the PMO and IT Governance model, including the organization of the Analytics team, defining methodologies, processes, KPIs, and governance rituals. - Implemented the project portfolio management and governance model, providing leadership with a clear, integrated, and strategic view to support decision-making. - Led cross-functional teams and managed stakeholders, ensuring strategic alignment, delivery predictability, and control of scope, schedule, cost, and risks. - Established best practices for performance, risk, and quality monitoring, increasing project management maturity and strengthening data-driven decision-making. Key Projects: - diRoma Pay: led the development of an internal sales system, achieving a 65% reduction in credit insertion time for consumption cards and a 40% reduction in sales time at POS. - Pre Check-in: implemented a pre check-in solution for early FNRH registration, resulting in an approximate 65% reduction in check-in service time, improving operational flow and customer experience. - Reservation Systems Integration: integrated TOTVS and Stays.net, eliminating manual email-based reservations, reducing operational failures and rework, and enhancing customer experience. - Smart Governance: implemented a mobile application for the governance team to register unit status, eliminating physical displacement, reducing operational errors, and optimizing housekeeping operational time.

- Played a strategic role in optimizing operational and administrative processes, reducing cycle times and increasing overall efficiency. - Implemented process improvements and cost-saving initiatives, with a strong focus on quality, productivity, and customer experience. - Structured and monitored performance indicators (KPIs), enabling data-driven decision-making and improved management visibility. - Actively participated in corporate continuous improvement initiatives, ensuring process standardization and increased team productivity. - Supported the implementation of process standards and governance, ensuring consistency, compliance, and operational excellence. Key Projects: - CPDA – Costa do Sauípe: conducted a technical study for the implementation of a Food Production and Distribution Center, defining capacity, food & beverage demand forecasting, and operational layout, ensuring best practices and mitigation of operational risks. - ESG Initiatives: led the adaptation of corporate processes, policies, and procedures, ensuring compliance, traceability, and alignment with ESG pillars. - Aviva Workforce Calculator: improved and stabilized the workforce sizing tool through time and motion studies, process flow reviews, and consolidation as a key reference for hiring and staffing decisions.

- Developed weekly maintenance and performance reports, supporting operational efficiency and management visibility. - Created and standardized operational procedures and work instructions, ensuring process consistency and compliance with quality standards. - Conducted process mapping and workflow optimization, improving operational flow and execution efficiency. - Analyzed and monitored non-conformities, supporting corrective actions and adherence to quality requirements. - Managed and monitored KPIs, enabling performance tracking and continuous improvement initiatives. Key Projects: - Implemented a new maintenance contract, improving operational efficiency and service reliability. - Prepared structural failure analysis reports for construction projects, proposing fast, safe, and effective solutions. - Supported crisis management during severe storms, ensuring containment and continuity of operations on main and adjacent airport runways.

- Standardized and optimized operational and administrative processes, reducing rework and strengthening compliance. - Structured AS IS and TO BE processes, including requirements definition, improving operational efficiency and process traceability. - Conducted process mapping and audits, identifying improvement opportunities and ensuring adherence to quality standards and best practices. - Supported and led strategic improvement initiatives focused on enhancing customer experience and operational performance. - Actively managed quality assurance initiatives and supported the maintenance of ISO 9001 quality management systems. Key Projects: - Contracts Centralization: led the creation of a centralized contracts area, including process mapping and updates to procedures and policies, reducing rework, shortening contract preparation time, and increasing compliance and traceability. - Systems Integration (Sienge & E-solution): analyzed and mapped processes, defined requirements, and supported the implementation of ERP integration, reducing operational errors and increasing productivity.

- Selected to participate in the International College Program (ICP) through a highly competitive 9-month selection process. - Trained in globally recognized customer service standards, with a strong focus on quality, consistency, guest experience, and customer delight. - Worked in a highly standardized operational environment, strictly following rigorous operating procedures and global quality standards. - Operated point-of-sale (POS) systems, including cash handling, inventory replenishment, stock control, and compliance with operational routines. - Provided daily guest support in Portuguese, English, and Spanish, addressing inquiries, providing information, and assisting with special requests.

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