Adriana Da Fonseca Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

- Working with world-class CES, Identity and Access SaaS products- Managing a portfolio of key and enterprise accounts in EMEA and LATAM- Customer-centric, focused on ROI, product adoption, a high understanding of business and use cases- Work along with product management, engineering and sales teams- Provide mentoring to team members

County Dublin, Ireland

• Life Cycle Management of EMEA key accounts• Provide onboarding and training for customers • Track and manage usage adoption • Helping customers to create their deployment and roll out plan of our software in their company• Share customer’s feedback with our product team• Create a strategic plan for implementation of LMI products aligned with client’s company goals• Identify product usage growth opportunities, leveraging all the features our software have to offer • Risk management • Covering CES products and Access • Working along with Account Managers to make sure our customers are getting the best value for their purchase

Ireland

• Covered EMEA and LATAM markets with high standard of customer service skills on both B2B and B2C• Generated new and renewal sales by determining user requirements and recommending appropriate products and solutions• Responded to issues and questions from end users via phone and online channels• Effectively interacted with users of all technical skill levels to assess severity level and define, research, and resolve issues and questions quickly and accurately• Provided timely updates to users, colleagues, and management on the status of outstanding issues• Maintained status of issues in a call-tracking system and follow-up on escalated issues• Convey user feedback to appropriate business areas such as Marketing, Product Management, and Development.• Educated users to improve product/feature usage and customer satisfaction• Ensured Customer satisfaction, for both external and internal customers• Troubleshooting, software installations/configurations• IoT, Remote Access Computer, and Cloud technical knowledge

Ireland

• Provided effective and efficient first-line technical support for Microsoft products, dealing with LOB such as billing & accounts, networks, hardware and software• Responsible for providing continuous technical support to Xbox Customers (BTC) via telephone and other electronic mediums for the assigned product category. Dealt with an average of 35 to 55 calls per shift and around 25 to 45 follow ups per day• Delivered technical support and communications assistance based on billing, hardware and connectivity instructions. Established Microsoft guidelines and procedures• Investigated, identified and prevented issues. Emphasized high customer satisfaction and resolution in order to achieve KPI and SLA targets• Delivered results based on metrics and related targets, such as average handle time, resolution and high level of customer satisfaction. Prioritized daily tasks, prepared personal schedule and monitored/adjusted to complete tasks. Achieved monthly CSAT quality targets, monitoring reports and follow ups• Developed expertise in assigning Xbox Line of Business (LOB) - Hardware, Live, billing and retention by e-mail, chat and phone• Translated Portuguese reports into English• Was a central part of identifying improvement opportunities. Documented customer interactions.Excellent product knowledge and technical skills.• Successfully completed training activities to maintain technical and product knowledge. • Participated in coaching and demonstrated commitment to personal improvement• • Achievements: Delivered targets of handling time and case resolution for 10 months in a row achieving over 100% of the target expectations | Stood out by reaching over 90% on customer survey of quality service for 9 months in a row | Achieved 95% improvement on the team case management target, working through it case by case and helping out other technicians with follow ups and case resolution

Irlanda

• Provided operational support for sales team, client management and customer service. Managed marketing research to explore different niche markets and plan sales strategy with company’s partners for promotional sales and staff training • • Achievements: 70% increase in revenue in Jan’14 compared to Jul’13 | Staff training | Creation of promotional deals, offer proposal samples and online promotion | Creation of customer service system content, including CRM and pricing

Sao Paulo - Brazil

• Managed a portfolio of over 200 accounts and responsible for up-selling financial products and bank services B2C. Ensured compliance with legislative, credit and best practice policies and guidelines• Dealt with both existing and potential clients, answering questions about various banking products and explaining the types of accounts the bank offered. Ensured assigned portfolio was managed in line with the agreed strategic objectives• Built relationships with existing customers to ensure client retention. Prospected new clients and created upsell and cross-sell strategy to existing customers• Responsible for credit report writing skills which required an excellent understanding of a wide variety of aspects of banking along with a proven track record of developing and maintaining client relationships • Provided day to day client support and service with a prompt response to enquires• Ensured prompt invoicing, checking and issue of policy documents, cover advice, endorsements & summaries• Issued renewal policies and updating policy schedules• • Achievements: 120% achievement rate on the monthly settled goal four times in one year | Received award for outstanding mortgage services within the regional branches | Outstanding in assurance service sales twice in a semester | Responsible for new staff training and feedback

Sao Paulo - Brazil

• Responsible for management of product inventory and staff training (14 people). Oversaw development of customer service excellence process and sales strategy, with promotional discounts on specific products to increase revenue and maintain great markup profit. Responsible for creation of supply analysis on product mix to adapt store to consumer profile• • Achievements: 200% increase in branch’s revenue due to new process of staff training | Exceeded sales target by 20%(April’10) | Promoted in 6 months | People management using Maslow’s theory, result analysis using KPIs, action plans created using PDCA method

Sao Paulo Brazil

• Management of Branch staff (40 people) divided into 3 teams (sales, admin and inventory). Developed sales strategy and staff training to increase incoming sales. Managed the operational process using the Kaplan method and PDCA method. Responsible for supply analysis, marketing mix and for following up on logistic plans to improve the delivery process and reduce the storage cost• Full responsibility for the day-to-day operations of the store. Ensured the store reached its budget figures and goals• Drove sales and sought out new areas for potential growth • Analysed sales reports and took any necessary actions• Led, motivated and developed the team to achieve company targets• Ensured communication with Head Office to ensure effective delivery of the company strategy• Ensured the team was delivering exceptional customer service • • Achievements: 37% increase in revenue in 2008 due to new process of staff training | 120% growth in upsell revenue in 2008 compared to 2007 quota | 4 promotions in 6 years | People management using Maslow’s theory, result analysis using KPI’s, action plans created using PDCA method

Brasil

• Worker as customer service representative and trained existing and new staff. Managed and maintained state of the store• Identified key product features and benefits to maximise brand awareness • Developed training packages in line with market and sales priorities. Prepared and executed training material and sessions and facilitated training sessions for staff, partners, internal teams and external suppliers• Recommended key products to clients and customers

Brasil

• Attracted potential customers by answering product and service questions. Suggested information about other products and services• Opened customer accounts by recording account information. Maintained customer records by updating account information• Resolved product or service problems by clarifying the customer's complaint. Determined the cause of the problem. Selected and explained the best solution to solve the problem. Often expedited correction or adjustment and followed up to ensure resolution• Stamped, marked or tagged price on merchandise. Obtained merchandise requested by customer

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