Ana Martins Email & Phone Number

Lisbon Area, Portugal

PT Empresas - B2B Delivery Operations (outsourcing), Lisboa (Portugal)Assess, analyze, plan and implement Order Management solutions as a part of a project team withother consultants, system architects and developers (business development perspective).Create detailed and accurate As-Is and To-Be process to quickly and efficiently improve industry best practices.Responsible for business pre-requisites specification and change requests in PT systems in order to accommodate new products, update existing ones and improve order management workflow.QA and UAT testing. Post PRD stabilization and warroom. Key user role.Specification of BI tables, reports and dashboards for macro management. Drill down and data mining for micro management. Data steward.Agile Project Manager for PT B2B costumers, implementation and delivery of private multi servicenetworks and equipments.Design and configuration of different network scenarios according to costumer's needs and specs.Automation of factory solutions and management of multiple parallel processes for different IP network projects.

Lisbon Area, Portugal

Triage, investigation and resolution of malfunctions on B2C and B2B services: Voice/PTSN, MEOADSL, MEO IPTV, MEO Fibra.Configuration of switches, routers and USB WLAN.Creation of technical installation orders.Monitoring of installation processes and technical acceptance according to IP Network qualitystandards.Implementation of operational excellence processes in installation procedures

Coimbra Area, Portugal

Managing and answering customer's complaints in BO.Completion of manual tasks envolved in costumer's orders, sales operations and order entry.Billing and Macro billing (billing of billers) (SAP)Stock management.Resolution and follow-up of critical cases (ANACOM, DECO)Responsible for publishing manuals and training instructions for FO and BO procedures.

Coimbra Area, Portugal

Customer Care and Helpdesk in telecomunications for B2C and B2B customers.Register and handle customer's requests and complaints.Multilingual and multi skill CC.Case follow-ups.Technical support of voice services.Provisioning of costumer's requests on various systems.Operations supervisor and resource management.