Monique Herminio Silvano Goncalves
Wexford,Ireland
Summary
Bilingual professional with a bachelor's degree in business and expertise in operations finance and administration. Demonstrated ability to deliver high-quality results in fast-paced environments through effective data analysis and process improvement. Experienced in managing sensitive information with discretion and confidentiality. Proficient in administrative support, customer service, and finance processes, including KYC, accounts payable, risk management, and invoice documentation.
Overview
23
23
years of professional experience
Work history
Administrative Support
My Star Day care
Enniscorthy, Wexford
2022.11 - 2025.10
- Managed daily administrative responsibilities and nurtured connections between classrooms and administrative offices to streamline workflows and promote effective communication.
- Delivered projects on time and within budget through effective team leadership and resource allocation. Achieved enhanced team productivity by fostering collaborative environment and clear communication. Realised improved project outcomes by implementing efficient processes and strategic planning.
- Facilitated seamless administrative operations by ensuring timely registration of spreadsheets and accurate completion of forms. Optimised documentation workflows, contributing to enhanced organisational efficiency. Delivered consistent support in administrative tasks, resulting in improved data handling and record-keeping.
- Handled bank taxes and revenue reconciliation using financial software to maintain accurate fiscal records.
- Coordinated and organised classroom resources, effectively reducing preparation time by 50%.
- Collaborated with teachers to identify and implement strategies tailored to support children requiring additional assistance.
- Coordinate activities for children by applying Aistear and Siolta frameworks in accordance with Tusla regulations to enhance learning experiences.
Content Review
Accenture
Remote, Ireland
2021.08 - 2022.11
- Led collaborative efforts on Meta project for Accenture, ensuring alignment with corporate objectives.
- Facilitated secure handling of sensitive information to ensure compliance with data protection regulations.
- Provided functional and technical support to resolve customer issues and queries. Liaised with other support and product teams to address escalated requests in timely manner. Ensured documentation and tracking of all incidents for effective follow-up.
- Achieved daily ticket target of 300. Prepared weekly summary of activities.
- Facilitate AI system training for clients, ensuring comprehensive understanding and effective utilisation of technology.
- Facilitated customer engagement and ensured high-quality service delivery.
Risk & Payment Analyst / Content Review
Hays & Accenture
Dublin , Ireland
2018.10 - 2021.08
- Conducted thorough quality risk reviews, leveraging analytical skills to consistently meet SLA targets and streamline case management processes.
- Conducted analysis of 400 daily tickets using advanced data interpretation techniques to optimise workflow efficiency.
- Minimised exposure to fraud risks through proactive identification of trends and patterns. Enhanced user experience by streamlining risk process workflows. Delivered strategic insights to improve fraud prevention protocols across teams.
- Identified and applied targeted improvements using analytical methodologies and innovative tools.
- Utilised communication platforms to convey essential updates to senior agents and team leads, while escalating issues and intricate delivery items promptly when necessary.
- Utilised advanced communication skills to engage with team members at Accenture and establish productive relationships with client contacts.
- Collaborated with team lead on kaizen awards and recognition project, culminating in receipt of certificate of gratitude in February 2019, showcasing commitment to operational excellence.
Customer Service
Mercantile Entertainment Group Ltd
Dublin , Ireland
2018.04 - 2018.10
- Managed customer service for approximately 100 clients daily, ensuring timely and effective resolutions.
- Organised back stock to ensure efficient retrieval. Assisted in operating and sanitising all equipment safely and correctly.
- Assisted teams in completing projects within allocated timeframes and budgets. Supported coordination of project activities to ensure smooth execution. Contributed to achievement of project objectives through effective communication.
Customer Service
Raw Food and Beverage Solutions
Dublin , Ireland
2017.07 - 2018.03
- Provided customer service
- Register customer purchases on assigned cash register, collected cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed.
- Checked out security rules and good management to follow to Co-workers, reduced risk in 30%
- Checked out stock and reported to management.
- Www.raw.ie
Customer Support
InSource
Dublin , Ireland
2017.01 - 2017.07
- Enhanced attendee satisfaction by streamlining queue processes at CCD. Improved efficiency in addressing hospitality queries during events. Contributed to successful event execution through effective support.
- Delivered projects successfully, achieving timelines and budget adherence through strategic oversight. Facilitated collaboration among diverse teams to drive project outcomes. Optimised resource allocation to enhance overall project performance.
Assistant Human Resources
Degetel
Lisbon , Portugal
2016.04 - 2016.08
- Spearheaded candidate sourcing initiatives via social and professional platforms, including LinkedIn, Google, Twitter, and Facebook. Facilitated networking events and job fairs to enhance candidate engagement. Leveraged internal databases to strategically identify and approach passive candidates for recruitment.
- Led initiatives to streamline project processes, ensuring timely delivery within budgetary limits. Managed multi-disciplinary teams to enhance project efficiency and effectiveness. Oversaw project timelines and resources, driving accountability and performance.
- Fulfilled five-month contract to ensure successful project completion and client satisfaction.
Financial and Administrative Analyst
Rede D'Or São Luiz S.A
Rio de Janeiro , Brazil
2012.05 - 2015.11
- Executed administrative processes to ensure efficient treasury operations at Rede D'or head office.
- Spearheaded updates to financial contracts interface to enhance cross-sector integration. Facilitated updates to shareholder documents to improve clarity and compliance. Oversaw alignment of financial documentation to current regulatory standards.
- Oversaw maintenance of bank relationships to ensure seamless financial operations. Managed bank reconciliation activities to support accurate financial reporting. Engaged with banking systems to enhance accountancy interface efficiency.
- Oversaw daily cash flow operations for around 500 accounts to ensure accuracy and efficiency. Presented financial reports to shareholders, utilising spreadsheet software for clarity and precision. Streamlined documentation processes for daily cash transactions to enhance reporting accuracy.
- Oversaw invoice payment processes to ensure accuracy and timeliness. Managed control reconciliation efforts to maintain financial integrity. Streamlined document filing systems for improved efficiency.
- Manage applications and bailouts for daily cash flow to ensure effective financial operations.
- Conduct calls with prospective clients to cultivate relationships and identify opportunities for growth.
- Oversaw project coordination efforts to ensure timely completion and adherence to specifications. Facilitated communication among teams to drive project milestones forward. Championed collaborative initiatives that enhanced project outcomes and team efficiency.
- Drove collaboration at head office to support TOTVS project, aiming to streamline operations and reduce costs within new ERP system for Rede D'or Corporate.
- Facilitated development of strategic insights through KPI analysis and SWOT assessments. Oversaw comprehensive reviews of performance metrics and organisational capabilities. Drove integration of findings into actionable business strategies.
- Support payment operations to enhance customer experience and transaction efficiency.
- Controlled invoices to facilitate accurate and prompt payment, maintaining financial integrity.
- Oversaw classification processes for multiple inputs, enhancing data accuracy and integrity. Facilitated collaboration among team members to streamline project workflows. Implemented classification strategies that improved operational efficiency.
- Delivered detailed presentation to highlight improvement points and utilise KPI techniques to mitigate issues related to double payments.
- Oversaw project execution to guarantee alignment with timelines and financial targets. Coordinated cross-functional teams to drive project success and maintain quality standards. Enhanced stakeholder relationships through proactive engagement and regular updates.
Financial Analyst Treasury
WEST GROUP - Offshore Professional Training
Macae, Brazil
2011.03 - 2011.10
- Executed treasury analysis for receivables and collection control, utilising financial software to optimise cash management processes.
- Enhanced client satisfaction through effective management of CRM interface. Achieved improved data accuracy and accessibility for law department. Delivered seamless integration of technology and client service operations.
- Strengthened customer service relationships, resulting in higher satisfaction rates. Optimised administrative processes, leading to improved operational efficiency. Enhanced communication protocols, boosting team collaboration and customer engagement.
- Facilitate ongoing communication and engagement with banking partners to ensure alignment with organisational objectives.
- Delivered projects on schedule by implementing effective team strategies. Enhanced project performance through proactive management of resources. Achieved successful outcomes by streamlining communication processes.
- Achieved 25% reduction in non-performing or delayed companies with payments to West group. Established robust relationships and effective control of receivables between treasuries and sales sector, improving operational efficiency. Delivered significant improvements in sales performance and decreased default rates through strategic negotiations with West group. Realised enhanced performance in receivables and judicial collection sector by ensuring prompt document delivery for judicial collection.
- Delivered projects successfully within specified timeframes and budgets through proficient management of team dynamics. Achieved high levels of stakeholder satisfaction by fostering strong relationships and ensuring effective project execution. Realised operational excellence by implementing best practices in project management.
Manager Sales
M.S.Antunes ME
Cabo Frio, Brazil
2003.03 - 2011.07
- Managed retail operations to optimise product sales performance. Oversaw team activities to ensure alignment with sales strategies and objectives. Cultivated strong relationships with customers to drive repeat business and loyalty.
- Oversaw customer service strategies to enhance client relationships and improve satisfaction rates. Managed team performance to achieve sales targets and foster collaborative environment. Developed training programmes to elevate service skills and enhance team effectiveness.
- Supported customers in resolving challenges during face-to-face and phone engagements, contributing to enhanced satisfaction and trust.
- Led team to foster deep client relationships and enhance loyalty.
- Facilitated product replacements to enhance customer satisfaction and resolve issues efficiently.
- Managed payroll of staff to facilitate financial stability and employee satisfaction.
- Spearheaded team initiatives to ensure successful project delivery on schedule. Oversaw project activities to align with strategic objectives and budgetary constraints. Cultivated collaborative environment that fostered effective teamwork and communication.
- Led brand visibility initiative to enhance product sales and foster customer loyalty. Oversaw participation in retail fairs to effectively showcase brand offerings. Achieved 35% increase in sales in 2006 compared to previous year, earning recognition for environmental engagement.
Education
MBA Executive - Corporate Finance
Gama Filho
BrazilBachelor in Administration - Marketing Specialization
Estácio de Sá
BrazilSkills
- Language capabilities: Portuguese (native), English (B2), Spanish and Italian (A1)
- Artificial intelligence applications
- Cyber defense curriculum
- Microsoft applications
- Time management skills
- Digital communication
- Organizational proficiency
- Negotiation tactics
- Analytical capabilities
- Time efficiency
- Process development
- Swift learning
References
References Upon Request
Volunteer
University Estacio de Sa, Junior Business Consultant, Rio de Janeiro, Brazil, 1ª Project: Helped smallest business to improved skills - KPI and SWOT Analysis user/ Environment and sustainability for business., 2ª Project: Helped charity institution with organized stuffs and supported people., Volunteering since 2023 on social projects such as multicultural events, translate from Portuguese to English, and etc at Brazilian Community Group in Enniscorthy engagement Wexford Government and Wexford Local Development team.
Timeline
Administrative Support
My Star Day care
2022.11 - 2025.10
Content Review
Accenture
2021.08 - 2022.11
Risk & Payment Analyst / Content Review
Hays & Accenture
2018.10 - 2021.08
Customer Service
Mercantile Entertainment Group Ltd
2018.04 - 2018.10
Customer Service
Raw Food and Beverage Solutions
2017.07 - 2018.03
Customer Support
InSource
2017.01 - 2017.07
Assistant Human Resources
Degetel
2016.04 - 2016.08
Financial and Administrative Analyst
Rede D'Or São Luiz S.A
2012.05 - 2015.11
Financial Analyst Treasury
WEST GROUP - Offshore Professional Training
2011.03 - 2011.10
Manager Sales
M.S.Antunes ME
2003.03 - 2011.07
MBA Executive - Corporate Finance
Gama Filho
Bachelor in Administration - Marketing Specialization
Estácio de Sá