Naiche Nogueira

With headquarters in Auckland, New Zealand, Fonterra is the world’s largest dairy product exporter, with over 20 thousand employees and annual revenue of over US$ 13 billion.

Fonterra Brands is a division of Fonterra and acts as sales channel for Food Service and Grocery segments.

I am responsible for the oversight of over 200 thousand tons of Powder and Cream products - valued at over USD 700 million - sold annually to Fonterra Brands.

The scope of my role entails the following:

• Champion and proactively assist in the development and growth of the FB OpCos to ensure that the overall profit of Fonterra is maximized;
• Liaise with FB Product Group Managers in the development of new skus in order to allow smooth transitions from product conception to order execution;
• Through the understanding of the current market environment and future sales plan of FB OpCos, provide the necessary support for OpCos to achieve their business objectives by obtaining the necessary buy-in and product allocation from Fonterra;
• Serve as an escalation point for any issues which may arise between Supply Chain and Fonterra Brands which are above or out-of-scope of the decision making authority of the FCS FB teams

2005-2006 Performance Review: Highly Effective
2006-2007 Performance Review: Highly Effective

Sector: Grocery and food businesses

With headquarters in Auckland, New Zealand, Fonterra is the world’s largest dairy product exporter, with over 20 thousand employees and annual revenue of over US$ 13 billion.

I was responsible for Inventory management of all Fonterra US and Fonterra Mexico warehouses.

The scope of my role entailed the following:

• In-market inventory monitoring.
• Warehouse communications and interaction.
• Liaise with Manufacturing Plants, Logistics and Sales & Operation Teams.
• Support Customer Service staff in product and offshore warehouse activities.
• Service level reporting and Supplier invoice control.
• Stock reconciliations.
• Warehouse replenishment
• High level of SAP orientated interactions for above activities.

Project Manager: Fonterra Cust. Service’s Strategy Map and Balanced Scorecard

2004-2005 Performance Review: Highly Effective

Sector: Agribusiness and agriculture

With manufacturing plants spread out in North and South America, Gerdau Açominas is the world’s 11th largest steel producer with revenue of over US$13 billion.

I was hired through the executive trainee program and placed with the Corporate Strategy team based at headquarters.

• Corporate strategic planning (short to long term).
• Market and competition analysis.
• Use of Diamond, Five Forces and SWAT analysis tools.
• Kaplan and Norton’s Balanced Scorecard implementation and use.
• Strategy Map construction and use.
• Index construction for strategic objectives of map.
• Provide simple and complex reports from databases, preparing written summaries of analysis and slide show presentations.

Achievements:
• On project team responsible for constructing and implementing Strategy Maps for the Corporate Finance, Corporate Accounting, Corporate HR and Corporate Planning departments.

Sector: Industry

TeleNova Communications is a North American telecoms company, based in Miami with offices in Argentina and Brazil. The company specializes in Voice Over Internet (VOIP) technology.

I was hired to design and implement of help desk / customer service structure for Latin American clients and to remain as the Help Desk / Customer Service manager during the set-up and role-out phases.

Responsible for providing customer service to customers (B2B) and help desk service to end clients (B2C), coordinated one team (6 CSRs) based in Brazil.

During this period, I was also a member of the Strategy Focus Team. This team's primary purpose was to define the operational strategies of the company.

Achievements:
• Obtained First Call Resolution rate of 72% in first eight operating months.
• 82% Customer satisfaction between “Good” and “Excellent” in 2003.

Sector: IT - Telecommunications

Mars Inc. is a North American multi-national company with annual revenue of over US$ 15 billion. The company specializes in human and pet food.

My role entailed the following:

• Help Desk team coordinator (working with virtual teams).
• Implementation of help desk structure in Argentina and Mexico.
• Public Relations between IT Department and other company departments in the region.
• IT Project Leader.
• Member of the IS Business Analyst Team.
• Provide simple and complex reports from databases, preparing written summaries of analysis and slide show presentations.

Responsible for providing Help Desk support to roughly 8 thousand employees, coordinated 4 teams based around Latin America and overviewed an annual budget of US$ 3 million.

Achievements:
• Raised First Call Resolution of Brazilian Help Desk from 8% to 52% in first four months as Coordinator.
• 58% First Call Resolution rate of Mexican Help Desk in first three operating months.
• 64% First Call Resolution rate of Argentina Help Desk in first three operating months.
• Participated in SAP role-out for Latin American region.

Sector: Grocery and food businesses