This document provides a summary of Luciene Gomes Manoel's education and work experience. She has a Masters in Business Administration from Imperial College London and degrees in Information Technology from universities in Brazil. Her career has included roles as a CRM consultant and project manager at IBM Brazil, managing CRM projects for Unisys Brazil, and consulting work for companies in Portugal and the UK. She has skills in CRM systems, project management, process design, and languages.

1. LUCIENE GOMES MANOEL
Date Of Birth 18 May 1967 Nationality Portuguese and Brazilian
Address
Flat 278, Bluewater , Riverside West
London SW181EA
United Kingdom
Tel 07713151364 Tel 0208 8704984
E-mail Lucieneg@attglobal.net
EDUCATION
2001.2 Masters MBA Full-Time Programme
Imperial College Management School, London
1998.99 Master Business Executive - Information Technology
Federal University RJ – Brazil
1985.90 BSc honours Information Technology
Federal University RJ – Brazil
CAREER HISTORY
2005 Task Brasil
• Develop Client Database
• Develop and Implement client management
• Redesign web site
Oct 2003
-March 2004 Project Galp Energy - Portugal
• Siebel 7 project migration – solution evaluation
• Project Scope – design and changes
• Project overview – solution design, gap analysis and IT
• Project plan – project design and definition
2002-2003 IBM UK and Imperial College alumni – Final project: CRM strategy, process and people
Project objectives
• Point gaps on IBM methodology and provide a guide to succeed on CRM projects
• Assess of CRM methodology (strategy, process, organisation and CRM solutions)
and perform benchmarks
• Give recommendations for future improvements
Jan/Aug 2000 Unisys Brazil CRM Project Manager and Co-ordinator
Responsibilities
• Establish CRM service - develop service offering and portfolio , negotiate
partnership
• Create and manage the CRM services department – hired and educated staff and
integrated company’s structures and processes. Developed sales and marketing
strategy
• Coordinate a team of 9 people
Achievements
• Established Siebel partnership in Brazil
• Created CRM Services department and portfolio in Brazil
1989.2000 IBM Brazil
1999.2000 CRM Consultant
Responsibilities
• Represented Brazil at a CRM assessment-methodology creation in the USA.
• Co-ordinate the introduction of CRM in Brazil – develop proposal and presentation
models and analyse the market and competitors

2. Achievements
• Devised international CRM assessment methodologies. Defined long-term
objectives and technology structures
• Planned, structured and implemented sales and marketing strategies for CRM in
Brazil
1998.99 Senior System Specialist
Responsibilities
• Manage Business Control projects and reengineer customer support centre for
outsource clients including FIAT ,VARIG, ABN and MULTIBRAS
• Redesign and implement customer support centre for VARIG(Airline Company)
• Manage a team of 40 people using PMI methodology
Achievements
• Managed a team of 40 people to implement the distributed systems management
processes, tools and people aspects. Project completed on time ( 2 years) and on
budget.
1996-98 IT Consultant
Responsibilities
• Elaborate the SLA and scope Contract definition – VARIG - Outsourcing
• Manage CMS and Problem management implementation. Mentor the re-
engineering project and develop process design and procedures for VARIG.
• Manage the implementation of system management tools for accounting
• Redesign processes for customer support and change-, and problem-management,
Configuration Processes for 3M
Achievements
• VARIG distributed systems outsource - proposal, migration and implementation on
time and on budget (100 million project, 2 year transition and 10 years outsourcing).
• 500 Varig’s people migrated to IBM, processes changed, systems implemented and
SLA achieved
• Sold proposal and gave consultant support for 3M on SAP post implementation
1989–96 Advisor Systems Specialist / Systems Analyst
Responsibilities
• Co-ordinated the outsource of distributed systems for MERCK
• Planed the IBM Argentinean Call-Centre implementation project
• Co-ordinated the IBM Call-Centre project, integration plan, process design and
investment plan
• Developed business case for the creation of the Distributed-Systems Business-Unit.
Achievements
• Merck Support Center implemented
• IBM Argentinean Callcenter consolidation approved
• IBM Brazil Callcenter implemented (US$ 13 million) and received ISO9002
certification and some prizes

3. ADDITIONAL SKILLS & ACHIEVEMENTS
IT Skills Microsoft Project , Project Workbench, CRM packages( Corepoint and Siebel),
Callcenter packages(DPU and INFO), Voice packages( Calllpath and DT2), Process
design packages( ADW and ABC Flow), Tivoly, OS2, DB2/2 - SQL, and MS-Office
Professional
Qualification
2001- Gerenciamento – London - IBS - International Business School
2001- Marketing Direto – London - Huron University
1999- IBM US - Represented Brazil at the CRM methodology development
1997- IBM US - NY - Consulting certifying course
1996- IBM Brazil - PMI and Project Workbench
1996-1994 - IBM Sao Paulo - Residency in OS2 and DB2/2
Languages English(III),Portuguese(IV),Spanish(II),French(I)
Interests Photography, cycling ,travel, gym, cinema, studying
AULAS, CURSOS E PALESTRAS MINISTRADAS
 Palestra de Estrategia de CRM no Forum de CRM 2000
 Palestras de CRM no MBA da ESPN 1998 -2000
 Redesenho de Processos do MBI do NCE da UFRJ - 1999
 Palestras de DB2/2 e OS/2 na SUCESSU e INFOSUL
 Cursos de OS2, Cm/2 and Db2/2 na IBM.
PRODUCAO BIBLIOGRAFICA
 Paper
 Apostilas de Redesenho de Processos - 1999
 Apostilas de OS2, Cm/2 and Db2/2 – IBM
Produção em C,T & A
Produção bibliográfica
Produção bibliográfica
Artigos completos publicados em periódicos
1. Vergara ; PINTO, M. C. S. . REferência Teórica em Análise Organizacional: UM ESTUDO SOBRE A NACIONALIDADE DOS AUTOR
CITADOS PELOS PESQUISADORES BRASILEIROS. RAC. Revista de Administração Contemporânea, v. Ed Esp, p. 103-121, 2001
2. Vergara ; PINTO, M. C. S. . Cultura e Mudança Organizacional: O Caso Telerj. RAC. Revista de Administração Contemporânea, v
p. 63-84, 1998.
Livros publicados/organizados ou edições
1. PINTO, M. C. S. . Economia de Comunhão: Empresas para um Capitalismo Transformado. 1. ed. Rio de Janeiro: FGV, 2006. v. 0
168 p.

4. Apresentações de Trabalho
1. PINTO, M. C. S. ; LEMOS, A. H. C. . Empregabilidade dos Administradores: Quais os perfis profissionais que vêm sendo d. 2006.
(Apresentação de Trabalho/Congresso).
Demais tipos de produção bibliográfica
1. PINTO, M. C. S. . Gestão de Pessoas e Subjetividade - Sensualidade e Diversão nas Organizações. São Paulo: Atlas, 2001.
(Tradução/Outra).
2. PINTO, M. C. S. . Handbook de Estudos Organizacionais - Ciência Normal, Paradigmas, Metáforas, Discursos e Genealogia da
Análise. São Paulo: Editora Atlas, 1997. (Tradução/Outra).
3. Vergara ; PINTO, M. C. S. . Handbook de Estudos Organizacionais - Teoria Crítica e Abordagens Pós-modernas para Estudos
Organizacionais. São Paulo: Atlas, 1997. (Tradução/Outra).