Andreia M. Email & Phone Number

Lisbon, Portugal

Lisbon Area, Portugal

• Experienced in: photojournalism, portraits, event coverage, interior and street photography;• Consulting with small business and individuals to provide customized photography services;• Editing in Adobe Lightroom and Photoshop;• Creating content, copywriting and managing different social media accounts.

- Evaluate and establish the public relations plan and strategy;- Engage with marketing department to ensure that the PR campaigns are aligned with all company strategic goals and relevant plans for growth and new business opportunities;- Leverage existing media relationships, including broadcast, traditional, and online) to land prominent placements;- Pitch new ideas, and amplify content and social concepts to propel brand awareness while representing the brand voice, and staying… Show more - Evaluate and establish the public relations plan and strategy;- Engage with marketing department to ensure that the PR campaigns are aligned with all company strategic goals and relevant plans for growth and new business opportunities;- Leverage existing media relationships, including broadcast, traditional, and online) to land prominent placements;- Pitch new ideas, and amplify content and social concepts to propel brand awareness while representing the brand voice, and staying consistent with current trends and media opportunities- Write timely press releases and media kits, and direct social media team for proactive and regular communication;- Handle all inbound media inquiries and requests. Show less

Lisbon, Portugal

- Identifying training needs for Microsoft’s customer experience specialists;- Receiving product training and its updates from Microsoft and providing it to the teams;- Participating in training plans, established by the company for refreshing and development;- Creating manuals, training plans, training content and updating these with real case scenarios;- Developing training reports and documenting each process;- Assist agents during the course of go-lives and, reporting… Show more - Identifying training needs for Microsoft’s customer experience specialists;- Receiving product training and its updates from Microsoft and providing it to the teams;- Participating in training plans, established by the company for refreshing and development;- Creating manuals, training plans, training content and updating these with real case scenarios;- Developing training reports and documenting each process;- Assist agents during the course of go-lives and, reporting any experienced difficulties and proposing improvements to management. Show less

Lisbon, Portugal

- Performing quality assessment according to guidelines to ensure consistency in all customer interactions;- Analysing NPS data and perform deep-dives to identify issues and help develop impactful and measurable quality action plans;- Structuring and identifying areas for improvement through call observation and analysis of Genesys metrics;- Meeting with Airbnb’s Quality Management to participate in calibration sessions and ensure best practices of the global Quality program.

Lisbon Area, Portugal

- Providing friendly and efficient service to the worldwide Airbnb community;- Being the first point of contact to handle and resolve customer complaints;- Responding professionally to inbound phone calls, including urgent situations;- Identifying and escalating issues appropriately;- Composing thoughtful and accurate messages or customizing prepared responses to customer emails;- Researching information and troubleshooting problems using available resources;-… Show more - Providing friendly and efficient service to the worldwide Airbnb community;- Being the first point of contact to handle and resolve customer complaints;- Responding professionally to inbound phone calls, including urgent situations;- Identifying and escalating issues appropriately;- Composing thoughtful and accurate messages or customizing prepared responses to customer emails;- Researching information and troubleshooting problems using available resources;- Arbitrating in conflicts between users;- Monitoring and controlling numerous concurrent tasks in tandem;- Proactively and independently working to meet targets and goals. Show less

Portugal

- Working with key business contacts to create, update, deliver, and maintain system & user accounts using Xerox MPS platform tools;- Responsible for the Technology Operational Readiness Review Process; - Managing the configuration, design, deployment, and maintenance of Operations Centre software;- Working remotely as part of an European team and interact with the wider global team members;- Documenting, reviewing and updating Processes and Procedures for the Global Technology… Show more - Working with key business contacts to create, update, deliver, and maintain system & user accounts using Xerox MPS platform tools;- Responsible for the Technology Operational Readiness Review Process; - Managing the configuration, design, deployment, and maintenance of Operations Centre software;- Working remotely as part of an European team and interact with the wider global team members;- Documenting, reviewing and updating Processes and Procedures for the Global Technology Group including the design of team’s SharePoint site;- Responding to platform support requests from Partners and Xerox country deployment staff;- Managing team’s technical platform enhancement projects, ensuring best practices are followed. Show less

Lisbon Area, Portugal

Trainer tasks:- Designing, delivering & developing Training Modules for the Global Delivery Centre Lisbon staff, in a range of areas;- Assessing staff’s training needs in coordination with different levels of management;- Coaching employees seeking development on their presentation skills;- Maintaining records for all training activities (course attendance, feedback forms and surveys, trackers);- Responsible for New Starters training, acting as initial point of contact for… Show more Trainer tasks:- Designing, delivering & developing Training Modules for the Global Delivery Centre Lisbon staff, in a range of areas;- Assessing staff’s training needs in coordination with different levels of management;- Coaching employees seeking development on their presentation skills;- Maintaining records for all training activities (course attendance, feedback forms and surveys, trackers);- Responsible for New Starters training, acting as initial point of contact for all new employees' needs, including access management.Systems Expert tasks:- Working closely with the Global Technology team to ensure successful delivery of new software releases and associated processes;- Establishing and maintaining effective working relationships with key stakeholders internally and externally;- Escalation point for Service Desk queries to assess and provide recommendations for resolution route;- Responsible for Release and Deployment activities for Xerox and Client systems;- Performing Business Continuity tasks: set up, implement and regularly review back up plans for systems down, communication to relevant people on any system down/outage situation. Show less

Lisbon Area, Portugal

- Primary contact for customers on all escalations;- Handling device requests, dealing with them promptly and efficiently to ensure maximum uptime;- Escalating customer issues and complaints, both internally and externally;- Co-ordinating all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers;- Knowledge of information systems products and services;- Supporting Fleet Managers with rationalization programs for Key Customers.

Applied Foreign Languages, Foreign Languages And Literatures, General

Teacher Training Certification Course, Education

Foreign Languages And Literatures, General

- English for Academic Purposes - Advanced English Studies - Spanish for General Purposes - Spanish for Specific Purposes - Teaching.

Military And Strategic Leadership

Activities and Societies: - Protocol and Ceremonies; - Organizational Behaviour and Leadership; - Project and Planning exercises.