▪ Design and Implement a Managed Service Strategy;▪ Update and create better processes that provide better customer services experiences;▪ Track workload and performance metrics, taking necessary steps to meet the Service Level Agreements;▪ Ensure operational procedures and practices are well defined, documented and consistently applied;▪ Identify and implement changes within the teams to ensure its capacity to take on new service offerings;▪ Manage and develop strategic… Show more ▪ Design and Implement a Managed Service Strategy;▪ Update and create better processes that provide better customer services experiences;▪ Track workload and performance metrics, taking necessary steps to meet the Service Level Agreements;▪ Ensure operational procedures and practices are well defined, documented and consistently applied;▪ Identify and implement changes within the teams to ensure its capacity to take on new service offerings;▪ Manage and develop strategic partnerships with third-party vendors and other stakeholders;▪ Develop and maintain processes to ensure quality, up-to-date documentation;▪ Provide leadership and direction to the service management function ensuring appropriate service management and review frameworks are implemented; Show less

▪ Provide Leadership, Management, and direction for the Support Organisation and Customer Experience Group, defining and executing strategies to support the Business Unit;▪ Ensure high levels of Customer satisfaction and NPS scores through working with the team to promote and deliver effective best in-class support services and Customer Experience improvement projects;▪ Acting as the voice of the Customer, translating and prioritising business needs to meet or exceed customer… Show more ▪ Provide Leadership, Management, and direction for the Support Organisation and Customer Experience Group, defining and executing strategies to support the Business Unit;▪ Ensure high levels of Customer satisfaction and NPS scores through working with the team to promote and deliver effective best in-class support services and Customer Experience improvement projects;▪ Acting as the voice of the Customer, translating and prioritising business needs to meet or exceed customer expectations;▪ Promote and implement initiatives for the ongoing enhancement of support technologies, tools, processes, and infrastructure to keep pace with the demands of both the company, our Customers, and the Support Industry;▪ Develop and implement initiatives to improve employee morale, performance, productivity, and retention;▪ Analyse, implement and manage projects to support continuous improvement and customer experience business initiatives;▪ Identify and develop new business processes or systems, and process enhancements, business models and infrastructure or internal systems improvements;▪ Analyse large amounts of quantitative and qualitative data and recommends insights and solutions to Customer Experience Group; Show less

▪ Manage the day-to-day activities of EMEA based Customer Support teams;▪ Coach the team to develop strong customer service skills, improving their ability to receive, analyse, troubleshoot and assist Customers in resolving any questions or issues;▪ Monitor team performance, providing positive reinforcement, coaching as appropriate;▪ Setting measurable KPIs, goals, and objectives for the different teams;▪ Develop and implement initiatives to improve employee morale, performance,… Show more ▪ Manage the day-to-day activities of EMEA based Customer Support teams;▪ Coach the team to develop strong customer service skills, improving their ability to receive, analyse, troubleshoot and assist Customers in resolving any questions or issues;▪ Monitor team performance, providing positive reinforcement, coaching as appropriate;▪ Setting measurable KPIs, goals, and objectives for the different teams;▪ Develop and implement initiatives to improve employee morale, performance, productivity, and retention;▪ Ensure Support processes and procedures are followed. Modify existing or introduce new processes as required to improve productivity, efficiency and Customer satisfaction;▪ Promote the use of the Knowledge Base and creation of Knowledge Base articles to enable self-service support for Customers;▪ Work closely with different teams to ensure a smooth transition of projects into ‘business as usual’ support; Show less

• Supervise activities of a EMEA Technical Support Engineers team.• Coach the team to develop strong customer service and technical skills.• Monitor individual and team performance.• Tracks workload and performance metrics, taking steps necessary to met the Service Level Agreements. • Promote behaviours and initiatives to improve NPS.• Ensure Support processes and procedures are followed.• Promote use and creation of the Knowledge Base.• Primary escalation point for… Show more • Supervise activities of a EMEA Technical Support Engineers team.• Coach the team to develop strong customer service and technical skills.• Monitor individual and team performance.• Tracks workload and performance metrics, taking steps necessary to met the Service Level Agreements. • Promote behaviours and initiatives to improve NPS.• Ensure Support processes and procedures are followed.• Promote use and creation of the Knowledge Base.• Primary escalation point for Customer issues. Show less

• Provision of technical support to customers across the Support Region through the web portal, phone and email.• Communication with both internal and external customers to provide visibility of incident progress and technical updates, working with product maintenance specialists to ensure effective expectation setting on the resolution and timeframe of escalated incidents.• Problem Management - active participation in the creation and maintenance of technical Support knowledge… Show more • Provision of technical support to customers across the Support Region through the web portal, phone and email.• Communication with both internal and external customers to provide visibility of incident progress and technical updates, working with product maintenance specialists to ensure effective expectation setting on the resolution and timeframe of escalated incidents.• Problem Management - active participation in the creation and maintenance of technical Support knowledge base• Provision of workarounds to reported problems, answers to technical queries and remote consultation on software use.• Communication of changes or new developments related to the support process and supported products.• Support Account Management for targeted customer accounts. Show less

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users • Route problems to internal I.M. support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User Access and Exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.

Outsourcing Consultant at PT - Sistemas de Informação S.A.

Responsibility for functions that deal with the needs and activities of the Business Development (projects and support) as Junior SAP ABAP Consultant. Relevant projects where i have been:• Sirius - RM-CA (Revenue Management Contract Accounting) of Portugal Telecom (as ABAP developer);• Disputes - LOG for PTC (as ABAP developer);• EH&S (Environment, Health and Safety) for PTC (as ABAP developer);