André Noronha Email & Phone Number

Porto Area, Portugal

Working as part of the NDrive Projects Team, under the guidance and supervision of the projects team manager. Ensured projects were effectively resourced and managed relationships with a wide range of groups, including all internal and external project contributors. I was responsible for managing the work of consultants, allocating and utilizing resources in an efficient manner, and maintaining a cooperative, motivated, and successful team.Main Activities Developed:* Project planning - establishing and realizing the scope, schedule, assumptions, resources, etc. of the project to the level where it can effectively manage and articulate the activities leading to its success of the project* Manage the overall schedule, ensuring that work is allocated to adequate resources and completed on time* Identify, manage and solve the main problems* Proactively manage the scope, ensuring that only what has been agreed upon, including the requested changes that have been approved, is delivered in a timely fashion* Project communications, checkpoint meetings, project board meetings and communication plans* Proactively disseminate project information to interested parties* Identify, manage and mitigate project risks* Determine project risks and carry out contingency plans* Define criteria and ensure quality control* Define and obtain the appropriate metrics to have a correct view of the project progress and quality of the deliverables produced* Directed and supported other agents as mentor and subject matter expert in managing escalated issues* Routinely worked with 2 agents and engineers to troubleshoot and resolve emerging issues* Recognized for effectively prioritizing multiple simultaneous projects* Creation of user guides for diverse NDrive software and tools

Porto Area, Portugal

Working as part of the NDrive support team, under the guidance and supervision of a support team manager. Resolved customer issues ranging from phone, email, social networks and in person. Main Activities Developed:* Responsible for handling all customers complaints guaranteeing a prompt answer and resolution* Development of a Visual Basic application (VBA) for introduction and manipulation of MYSQL data. Updated database with all the relevant information, referring to each client, allowing a better performance by each agent, actually taking advantage of their time on each call, emails replied, or in-store service. Maintained detailed and up-to-date knowledge of products and services, facilitating communication to customers through careful interpretation and analysis of customer needs* Performed comparative research to determine the cause of issues and identify areas needing improvement* Discovered accounting inaccuracies caused by technical bugs; reported to management to determine its resolution

Working as part of a team in a NDrive Warehouse, under the guidance and supervision of a warehouse manager. Involved in moving stock around manually and carrying out all orders effectively.Main Activities Developed:* Receiving, moving, checking and storing incoming goods* Checking and inspecting goods received and ensuring they are of accurate quantity, type, and also acceptable quality.* Picking, packing and labeling products before they are dispatched.* Provide the products and articles requested by the various services* Check the quality and check quantity of the items detailed in the delivery notes* Moving and organizing stockInventory processes* Perform the installation and registration of NDrive software in different devices and/or memory cards