Bruno Pimenta Email & Phone Number

Kraków, PL

Cracow, Małopolskie, Poland

Cracow, Małopolskie, Poland

• 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

Kraków Area, Poland

• 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
• 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;

Kraków Area, Poland

• 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
• Develop and implement initiatives to improve employee morale, performance, productivity, and retention;

Kraków Area, Poland

• 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.

Kraków Area, Poland

• 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.
• Problem Management - active participation in the creation and maintenance of technical Support knowledge… Show more
• 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.

Kraków Area, Poland

• 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.

Lisbon Area, Portugal

• 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);

Engineer'S Degree, Engineering Of Communications

Engineer'S Degree, Elektroniki I Informatyki