Tiago Silva

- Become a leading member of the team to drive and support the department and the business in their efforts to promote the usage of the CRM system
- Support the day to day running of the CRM business tool, InterAction, in-line with its policies and procedures, including data protection and e-communication principles.
- Creation, analysis of regular and bespoke reports.
- Proactively manage data quality in the CRM system.
- Support, manage and maintain the InterAction modules, such as IQ, Opportunities, and Matters.
- Establish and promote the best practices associated with the usage of InterAction.
- Assist in end-user training on a personal basis and help desk support basis.
- Manage the requests and queries connected to InterAction and CRM in a timely and efficient manner.
- Provide help and support to team members in Digital Marketing and wider Marketing team projects, where necessary.
- Work closely with business development and marketing teams and provide them with research and relevant information as per their requests.

• Ensure the transition from the U.S. to the Global Business Centre in Poland, as a Revenue Continuity/Operations Team Lead of 13 persons, for the EMEAAP Partner Servicing department (160+ countries).
• Monitor and take part in the transition, while becoming an expert in 3 months (transition period).
• First point of contact for team related issues, while focusing to create a professional and friendly environment within the new team.
• Build and maintain the relationship with External Stakeholders (Customers) and Internal Stakeholders (Sales, Credit, Settlement, Call Centre Departments, among others).
• Analyze and report team stats.
• Create training agendas, update and maintain employee reference manuals.
• Handle over 100 customers’ accounts, mainly U.K., Australia, Portugal, Angola.
• Handle operations through Oracle, Salesforce, Mainframe, among others.
• AR and Invoice Collections.

As-Is To-Be analysis, Excel and Anti-Money Laundering Trainer, Money Laundering Analysis & Report.

Researches, contacts and meetings with Portuguese and Spanish companies established in Poland and with the highest turnover, in order to present and open new projects related with Araia's business: Supply Chain/Procurement consulting services

Market Analysis: Identifying target opportunities through market search; Analyzing alternative markets; Salesforce.com CRM use and training; Market opportunities and sales analysis; Obtaining and analyzing data / outputs and pricing of competitor products; Data Analysis.


INOV CONTACTO Trainee - The objective of this internship is: help some Portuguese companies to develop their business outside Portugal. The trainees in this program have the main task to be a “bridge” between Portugal and the destination country. The Trainee should be free to accept any destination and company where the Portuguese companies are operating.
In my case the country was UK, and the company was FleetData

Projects made:
• January 2008 - February 2009 - Accenture Marketing Sciences (AMS) – main activities and responsibilities: Media Auditing (TV, Press, Internet, Outdoor and Radio) to top clients from different industries; Campaigns pre-evaluation and post-evaluation (e.g. Investment, audience, coverage, channel mix, waves analysis), with the support from the media program Markdata Media Workstation (MMW)
• March 2009 - May 2009 – Marketing Capabilities Framework creation for a Company in the oil sector - main activities and responsibilities: Company actual situation verification (As-Is) and determinate the main marketing plan to follow (To-Be), given that it is a company with a recent marketing department; Determinate and synchronize the marketing capabilities that best fit the Company; Create the processes that support that capabilities
• June 2009 – Operations Optimization Project for a Company in the communications sector - main activities and responsibilities: Analyse the actual situation of the Continuous Improvement Department, given that the service provided by the Company was facing a significant decrease in the service efficiency and quality; Evaluate the ongoing initiatives through daily interviews with the main Company elements and report to the steering committee, through fortnightly meetings, the initiatives status and come up with new improvement initiatives

Manage/coordinate a VID’s team and call-centre agents to implement a new campaign and a new product – main activities and responsibilities: Daily meetings with the call-center to analyse the veterinary visit schedules status; Telephone and/or presence daily contact with the VID’s to evaluate the campaign adhesion and product sales status; Daily reporting to the project supervisor and manager

Present and negotiate the Lactogal products to potential clients - Schools and HOTREC channel (Hotels, Restaurants and Cafes)