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).