Summary
Overview
Work History
Education
Skills
Languages
Websites
Affiliations
Timeline
Generic

Luciana Mara Goncalves Telles Cierutte

London,ON

Summary

Creative Business Analyst with broad-based background in highly competitive and dynamic organizations. Recognized as decisive leader and excellent team player. Committed to forming strong, productive teams.

Overview

18
18
years of professional experience

Work History

Business Analyst

Kyndryl
Hortolandia, São Paulo
11.2021 - 07.2023
  • Identified needs of customers promptly and efficiently.
  • Maintained library of model documents, templates or other reusable knowledge assets.
  • Assessed programs to identify risks or problems to determine appropriate responses.
  • Conducted interviews with subject matter experts to gather information on existing systems and procedures.
  • Collaborated with stakeholders across departments to define requirements for new projects.
  • Improved processes and procedures to achieve key performance metrics.
  • Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
  • Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
  • Analyzed and tracked data to prepare forecasts and identify trends.
  • Disseminated information regarding tools, reports or metadata enhancements.
  • Defined key data points and data sources to track against measurable performance indicators and produce useful reports.
  • Reviewed existing policies and procedures against industry standards for compliance purposes.
  • Created and designed business intelligence databases, spreadsheets or outputs.
  • Prepared documentation summarizing findings from stakeholder meetings and workshops.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Project Management Assistant

International Business Machine -IBM
Hortolandia, São Paulo
04.2012 - 10.2021
  • Monitored project budgets to ensure that resources were allocated efficiently.
  • Created presentations and spreadsheets to convey project goals and scope to supervisors.
  • Developed and maintained project documentation such as meeting minutes, action items lists, status reports, and change requests.
  • Coordinated with Project Manager to understand project needs and provide needed support to meet targets.
  • Created project status presentations for delivery to customers or project personnel.
  • Produced updated charts and reports every quarter.
  • Arranged charts, reports and other materials for project meetings.
  • Communicated updates and requirements between internal team members and clients to keep parties informed of project progress.
  • Documented all time spent on project segments and updated master tracking spreadsheets.
  • Acted as a liaison between Project Managers and clients and vendors to ensure successful delivery of projects.
  • Scheduled meetings, check-ins and appointments for team members and supervisors.
  • Coordinated with stakeholders to ensure timely completion of tasks and deliverables.
  • Managed project calendars, adjusted timelines and adhered to deadlines.
  • Ensured compliance with company policies and procedures related to project management activities.

Billing Analyst

Decision
Hortolandia, São Paulo
02.2010 - 04.2012
  • Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices.
  • Managed numerous client accounts to track and collect money owed.
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
  • Reviewed vendor documentation to comply with payment guidelines.
  • Created reports to track progress of billing activities.
  • Generated invoices based on contracts, agreements, and other documents received from clients.
  • Worked closely with accounting department staff on reconciliation efforts related to receivables.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Monitored past due accounts and pursued collections on outstanding invoices.
  • Developed procedures to ensure compliance with billing regulations.

Restaurant Server

Gourmet Grill
Troy, MI
06.2007 - 01.2009
  • Informed customers of daily specials and signature menu items.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies.
  • Provided excellent customer service to ensure satisfaction.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
  • Accurately recorded orders on cash register and point-of-sale system.
  • Took orders from customers accurately and in a timely manner.
  • Displayed enthusiasm and knowledge about restaurant's menu and products.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.

Shopper Assistant

Corpo & Arte
Campinas, Sao Paulo
02.2005 - 04.2006
  • Helped shop personnel complete assignments.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Handled customer complaints professionally and courteously.
  • Provided excellent customer service by responding promptly to customer inquiries.
  • Identified opportunities for improvement within the shop's processes or services offered.
  • Greeted customers and provided assistance with product selection.
  • Developed a thorough knowledge of products in order to answer questions from customers accurately.

Education

Human Resources - Business

Fanshawe College
London, ON
07-2025

Bachelor of Science - Agronomy Engineer

UNESP
Botucatu
12-2006

Skills

  • Internal Auditing
  • Business Process Improvement
  • Project Management
  • Negotiation
  • Forecasting and Planning
  • Requirements Gathering
  • Customer Needs Assessment

Languages

English
Native/ Bilingual
Portuguese
Native/ Bilingual

Websites

Affiliations

  • Class Representative - FSU-Fanshawe Oct 2023 to date
    • Advocate for Students and express their opinions in various aspects of the Fanshawe
    Student Union and College matters
  • Mentor- Plan International Brazil Oct 2021 to Dec 2021- Project Learn and Protect: Mentored adolescent girls.
    • Taught soft skills, such as emotional intelligence, resilience, and creativity.

Timeline

Business Analyst

Kyndryl
11.2021 - 07.2023

Project Management Assistant

International Business Machine -IBM
04.2012 - 10.2021

Billing Analyst

Decision
02.2010 - 04.2012

Restaurant Server

Gourmet Grill
06.2007 - 01.2009

Shopper Assistant

Corpo & Arte
02.2005 - 04.2006

Human Resources - Business

Fanshawe College

Bachelor of Science - Agronomy Engineer

UNESP

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Luciana Mara Goncalves Telles Cierutte