This resume summarizes the professional experience and qualifications of Rute Isabel Costa Vieira. She has over 20 years of experience in customer service, HR, operations, and project management roles. Her most recent role is as Human Resources Manager at Africom in Maputo, Mozambique, where she has led several HR initiatives. She speaks English and has experience working with international companies across several industries.

1. Resume
Name: Rute Isabel Costa Vieira
Actual Address: Maputo, Mozambique
E-mail: rutevieira@iol.pt
Mobile Phone: +351 964 407 548 or +258 84 337 24 58
Date of Birth: 27th November 1973
Skype Id.: rutevieira3
Professional Summary
Experience developed in the following areas:
Customer Service, HR, Operations, Projects, Purchasing, Commercial, with responsibilities
on Service Levels and Operational Performance.
Construction of Business Requirements to implement data and systems basis, evaluation
and participation in acceptance tests, for Customer Services Departments.
Responsibility at the level of Budget Management to the Areas and Projects involved into.
Actually, I am as the Human Resources Manager, in Maputo, Mozambique.
Essential Key Accountabilities:
 Organized  Motivated and Team Building  Large experience to adapt to different IT
 Leader  Analitic and Decision Maker Systems and Company cultures
 Autonomy  Flexibility/Adaptatibility  Negotiation
 SelfConfident  Results and Target Oriented  Building and Deploying of Processes
 Integrity  Internal and External Customer and Procedures
 Assertive Oriented  Complexity Management
Professional Experience
Africom, Lda, Charania Group – since May, 2011 (business in Foods & Beverages, with a volume of $
1 Bilion in 2010 and has market control of 40%. The company itself has around 700 workers, apart from
the other companies of the group (Industry).
Human Resources Manager
 HR Management in Africom (HQ of the group)
 Management of Employee Relations
 Management of Payroll (Primavera Software)
 Selection & Recruiting
 Employee Benefit Administration
 National and Expatriates Contracts and Legal Ensuring
 Ensure Company’s Communication and Conduct with Employees
1

2. Main Achievements:
 Reorganization of HR department, having also allocated some resources with multi-companies
contracts (following also Industry Planning)
 Job Descriptions Building
 Competence Profiles Building
 Payroll Trainnig for all elements
 Identification of Processes and Procedures which need Improvement
 Payroll Process Review
 Salary Review 2011 with the agreement of the Syndicates and its employment (June, 2011)
 Service KPI Definition and Targets with Sales Team to implement an MBO (Management By
Objectives) – in process
Yellow Pages Portugal – from Aug 2007 to Apr 2011 (business in advertising area with universal
service, volume of business of € 56, 520,542 in 2009, with net results of € 5, 864,033 (dados de 2009). It
is part of the group Portugal Telecom, S.A. who has 30% and the other 70% belongs to TRUVO group,
Belgium.
Care Support Leader (After Sales Care) – Jan 2010
Claim Management
Main Achievements:
 Training to Customer Service Team, regarding the new Customer Orientation Guidelines
 Definition of key accountabilities (technical and behavioral) for the new Yellow Pages
Competencies Manual (with Mercer Consulting)
 Total Recovery of the Backlog of answers to Customers (internal and external), letters, mails,
personal attendance, etc.
 Identification of Improvements for Processes and Procedures of the area
 CRM System Implementation - Selligent (Requirements definition and review)
 Training of CRM System (review of Manuals)
 Review of all the Invoice Process with Portugal Telecom
 Service SLA’s Definition, with strong focus on Claims
Sales Quality Supervisor (Sales Department) – from August 2007 to Dec 2009
Team of 14 elements, responsible for all Sales Department (National) including Telesales Area,
which managed the following:
Main Achievements:
 Making of and implementation of Manuals for Sales Team: IT Applications and and Procedures.
 Commissions Management: analysis, requirement definition, testing, deployment – 1st phase
(over 300 sales men, 23 managers and 5 regional directors).
 Responsible for commissions system audits (with Delloite, Belgium)
In the last year in the area, was responsible for all commissions and bonus calculation of the
commercial team.
 Periodic communications of new products, promotions and campaigns, sales targets,
performance, pending processes, customer claim management and Internal processes.
 Making of and implementation of the incentives plans (monthly, campaiigns and annuals)
2

3.  Reimbursements control and information to RH and Payroll
 Claim and Pending Contracts Management
 Turn-Over Management
Huawei Technologies, Ltd – Dec, 2005 to Jul, 2007 (Telecommunications Engineering Business, with
customers as Portugal Telecom, TMN, Optimus, Vodafone, Zap. Company specialized in optical network
and new UMTS Systems.
Stock Management and Purchasing, with reporting to Netherlands
Main Achievements:
 Coordination of Technical Projects and Central Services in Netherlands
 Recover of stock control in suppliers and customers
 First Phase for definitions of requirements to the new management system - ERP
 Monthly and Annual Reporting to Netherlands and China (HQ) of Stock Management and
Purchasing
LG Electronics Portugal – Nov 2004 to Nov 2005 (Consumer Goods IT, electronic and home electrics)
Customer Information Center Manager
Main Achievements:
 Making of and deployment of Customer Service Procedures
 Requirements for the new Data System for CIC - CLS e Avaya
 Systems Deployment Support (1st and 2nd Phases)
 3rd Phase giving Training in Spain to Outsourced Call-Center Company – SITEL (Barcelona,
Spain, 2 months)
 Go Live of the Call Center in Barcelona (October 2005)
 Have been elected The Best Employee of the Year 2005 in Portugal
Siemens SA – 2002 to Nov 2004
Document Controller (Siemens Power) – Construction project of the new thermoelectric central in
Carregado
 Responsible for all official documentation of the project, for the customer (EDP), Siemens Power
PT, Siemens AG – Germany and Koch (project partner)
 Quality responsible for Auditing
 Project KPI control
 Project Management
Portugal Telecom – 2001
Project Management Officer
 Responsible for the drawing in AUTOCAD of all telecommunication network in the areas of Vila
Franca de Xira and South of Tejo. Project for 12 months, ended in 8 months and went to do the same in
Santarem area.
IIES – National Institute of Informatics and Statistics of Social Security – Mar 2000 – Mar 2001
Superior technician - IT Department (Citizen Stores Project and Social Security Online)
3

4.  Business Requirement Definition for the Customer Service of Social Security
 Processes and Procedures Analysis
 Needs Acessment for SLA’s
TMN – National Mobile Telecomunications – Jun 1995 to Feb 2000 – First Mobile Operator in
Portugal. First World Operator for pre-paid cards.
Customer Care Supervisor
Main Achievements:
 First Coordinator in the operational customer service of TMN
 Outsourcing Teams Coordination and Controling
 Back Office and Operations Coordinator (has started with around 50 persons and grew up to 300
operators, with 24 hours service)
 Processes and Procedures Responsible – definition, implementation and update.
 Stock Exchange Operators – creation and management
 Startup of the Operational Training Project for all commercial areas (key accounts, stores,
partners)
 Making of Procedures Manuals of the operational customer service department
 Responsible for Internal Communication to other areas: Finance, Commercial, Marketing, HR, IT.
 Making of a Digital System for Reception & Sending of documentation (first company to
implement it) with the Manager of Department
EDUCATION
Modern Languages and Literatures in University of Lisbon, Humanistic Faculty
 2nd year completed in Greece, participation in the ERASMUS Program (94/95)
Professional and Complementary Education
Customer Service Pos-graduate – ISCTE-GIEM (2009-2010)
Quality Management – CIDEC 2002-2003
Business Administration and Economics – CIDEC 2001-2002
Sales Management (Yellow Pages Training Program) – 2007
HR Training and Certifications
 Certificate Trainer - CAP nº EDF 30771/2003
 Certificate Coach (Senior) – Be Coach – Junho 2010
 Human Relations in Organizations and Customer Services
 Creativity and Innovation – Imagine – Março 2010
 Leadership Training Program (2008-2009)
- Project Management
- Time Management for Leaders
- Presentation Techniques
- Leadership Development (J. Martins)
- Coaching & Leadership
IT
 Office (Word, Excel, PowerPoint e Outlook) – Very good
 Customer Service Systems
 SAP – comercial Module – user
4

5. Languages
 English – Proficiency in English – British Council
 German – Basic
 Spanish - Medium
Aditional Information
 Participation in the HR Forum – February 2011 and also in the workshops of HR Management,
Recruitment, Coaching and Leadership
 Annual Conference – Global Contact Center – Nov 2010
 Member of the teams of Be Coach and Ideias e Desafios (with several events made in Portugal
since 2009)
 Member of APROCS (Customer Service Professional Association, the only one in Portugal)
 Member of Toastmasters International (http://www.toastmasters.org/ )
Leisure
Yoga
Reading
Life Coaching Activities
Volunteer – Street Children Association (Lisbon) – Teaching English and Association Activities
5