Cleitom Miranda Email & Phone Number

Dublin, County Dublin, Ireland

As the Manager of a Global Product Team responsible for support and development operations, I motivated team members to improve Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other Key Performance Indicators (KPIs). My responsibilities included:- Planning and presenting the Company's Roadmap quarterly, working closely with the Head of Product, QA, Customer Care, Product Managers, and Developers to analyze user expectations and competitor offerings.- Collaborating with… Show more As the Manager of a Global Product Team responsible for support and development operations, I motivated team members to improve Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other Key Performance Indicators (KPIs). My responsibilities included:- Planning and presenting the Company's Roadmap quarterly, working closely with the Head of Product, QA, Customer Care, Product Managers, and Developers to analyze user expectations and competitor offerings.- Collaborating with Product Support Managers to maintain alignment between products and procedures.- Providing continuous training to our Customer Success Team and onboard and mentor new hires.- Integrating team members with monthly activities and applying creativity and problem-solving skills to daily challenges.- Providing updates on product-related procedures and trends.I achieved some key successes in this role, including:- Improved SLA by 20% within 6 months through the implementation of a new training program for the Customer Success Team.- Led the successful incorporation of user feedback into product development, which increased new releases from 2-3 features quarterly to 6+.By effectively managing my team, aligning products and procedures, and incorporating user feedback into development, I was able to drive significant improvements in support and development operations, contributing to the success of the company. Show less

Dublin, County Dublin, Ireland

As part of a global team, my job was to influence the way we support our users and improve their experience with our company. I collaborated closely with the Head of Products, L&D, and Customer Care to plan and present the Company's Roadmap on a monthly and quarterly basis. Some of my key responsibilities included:- Partnering with customers to effectively resolve technical issues through phone and email channels- Adapting to fluctuations in the volume of incoming inquiries-… Show more As part of a global team, my job was to influence the way we support our users and improve their experience with our company. I collaborated closely with the Head of Products, L&D, and Customer Care to plan and present the Company's Roadmap on a monthly and quarterly basis. Some of my key responsibilities included:- Partnering with customers to effectively resolve technical issues through phone and email channels- Adapting to fluctuations in the volume of incoming inquiries- Analyzing the traffic escalated from lower support tiers to ensure quality goals are met- Providing constant feedback and taking charge in the creation of training material in the Customer Care organization- Developing a deep knowledge of the Wix CMS Tools to assist our customers' goals and needs, and help them navigate a variety of tools within Wix- Communicating thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their businesses- Designing and developing workflows and training material and tools to improve the team's communication, motivation, and productivity- Accurately analyzing and collecting data to measure KPIs and growth- Onboarding new hires and mentoring them during their trainingThrough my work, I was able to contribute to the company's success by providing exceptional support to our users, improving our support processes, and ensuring the team was motivated and productive. Show less

Dublin, County Dublin, Ireland

As a Billing Expert at Wix, I was responsible for ensuring that our billing processes were running smoothly, accurately, and efficiently. Some of my key responsibilities included:- Troubleshooting payment issues, and providing customer support related to billing inquiries.- Collaborating with cross-functional teams, including Customer Care, Product, and Finance, to identify and resolve billing-related issues.- Analyzing and reporting on billing metrics, chargebacks, and refunds,… Show more As a Billing Expert at Wix, I was responsible for ensuring that our billing processes were running smoothly, accurately, and efficiently. Some of my key responsibilities included:- Troubleshooting payment issues, and providing customer support related to billing inquiries.- Collaborating with cross-functional teams, including Customer Care, Product, and Finance, to identify and resolve billing-related issues.- Analyzing and reporting on billing metrics, chargebacks, and refunds, to inform decision-making and identify opportunities for improvement.- Developing and implementing new billing-related initiatives, such as optimizing payment flows, testing new payment methods, and launching promotions.Overall, my contributions to the billing process at Wix helped to ensure a seamless and positive experience for our customers, and contributed to the company's success. Show less

Dublin, County Dublin, Ireland

As an advanced customer support specialist, I have developed a deep understanding of our users' needs and have honed my skills in providing effective solutions. Some key aspects of my experience include:- Identifying customer needs: I take the time to listen and understand the issues our users are facing, and work to clarify any information needed to address their concerns.- Providing solutions: Whether it's troubleshooting technical issues related to DNS, mailboxes, G Suite, Office… Show more As an advanced customer support specialist, I have developed a deep understanding of our users' needs and have honed my skills in providing effective solutions. Some key aspects of my experience include:- Identifying customer needs: I take the time to listen and understand the issues our users are facing, and work to clarify any information needed to address their concerns.- Providing solutions: Whether it's troubleshooting technical issues related to DNS, mailboxes, G Suite, Office 365, domains, or other web design tools, I strive to provide timely and effective solutions to our users' problems.- Building relationships: I believe that honest and authentic relationships are the key to successful customer support. By working closely with our users and gaining their trust, I've been able to develop strong and lasting relationships.- Staying up-to-date: To stay at the top of my game, I regularly attend educational seminars and workshops to learn about the latest trends and best practices in customer support.- Meeting targets: I am committed to achieving both personal and team targets, and have consistently delivered high-quality results that meet or exceed expectations.Overall, my experience in customer support has allowed me to build strong relationships with our users, and to provide effective solutions that help them succeed. Show less

Dublin, County Dublin, Ireland

As a Proactive Customer Support specialist, I excel at identifying clients' needs and providing effective solutions to their problems. With a strong knowledge of HTML, DNS, and various web design tools, I clarify information, research issues, and maintain deep client relationships. I frequently attend seminars to stay up-to-date on industry developments and maintain a high-performance level. Meeting personal and team goals is a top priority for me, and I take pride in exceeding… Show more As a Proactive Customer Support specialist, I excel at identifying clients' needs and providing effective solutions to their problems. With a strong knowledge of HTML, DNS, and various web design tools, I clarify information, research issues, and maintain deep client relationships. I frequently attend seminars to stay up-to-date on industry developments and maintain a high-performance level. Meeting personal and team goals is a top priority for me, and I take pride in exceeding expectations.- Identify customer needs and provide solutions- Knowledge of HTML, DNS, Mailboxes, G suite, Office 365, Domains, and web design tools- Maintain deep relationships with clients- Attend educational seminars to stay up-to-date- Meet personal and team goals Show less

County Dublin, Ireland

• Reviewing quality control of operations and assure high standards.• Training, mentoring and supporting a team of 100 Data Analysts.• Communicating all issues and upcoming controls work with site management.• Participating and contributing towards the improvement of the overall business unit.• Assisting in authoring processes, procedures and reporting metrics.• Community Operations.• Creating and updating trainings in internal policies and procedures for the Data… Show more • Reviewing quality control of operations and assure high standards.• Training, mentoring and supporting a team of 100 Data Analysts.• Communicating all issues and upcoming controls work with site management.• Participating and contributing towards the improvement of the overall business unit.• Assisting in authoring processes, procedures and reporting metrics.• Community Operations.• Creating and updating trainings in internal policies and procedures for the Data Analyst Teams.• Tracking the performance of each analyst and creating individual and personalized coaching sessions in cases of low performance.• Software used: SRT, Tableau, Facebook Work Place. Show less

County Dublin, Ireland

• Handled, analysed and interpreted data in a digital platform for the world's largest social media, according to business processes and policies.• Followed the key goal to improve users experience.• Identified gaps and developed procedures for a more effective implementation of current processes and policies.• Optimized workflow and accuracy in project-oriented tasks.Main achievements:• Invited to be part of a high-performance team, attending to weekly meetings to align… Show more • Handled, analysed and interpreted data in a digital platform for the world's largest social media, according to business processes and policies.• Followed the key goal to improve users experience.• Identified gaps and developed procedures for a more effective implementation of current processes and policies.• Optimized workflow and accuracy in project-oriented tasks.Main achievements:• Invited to be part of a high-performance team, attending to weekly meetings to align issues, finding solution to problems and ensure client satisfaction.• The only non-English speaker invited to apply for an internal recruitment process to perform as a coach for the Data Analysts Team. Show less

County Dublin, Ireland

• Responsible for store opening and closing and managed a team of 15 staff.• Oversaw Health & Safety code compliance and sanitation standards.• Cash management, payroll and roster management.• Computed and recorded data of transactions on a daily basis.• Planned and managed stock control, purchasing and sales targets.• KPI Management and Reports.• Designed and implemented new process and procedures regarding: stock management, shifts planning, internal staff training… Show more • Responsible for store opening and closing and managed a team of 15 staff.• Oversaw Health & Safety code compliance and sanitation standards.• Cash management, payroll and roster management.• Computed and recorded data of transactions on a daily basis.• Planned and managed stock control, purchasing and sales targets.• KPI Management and Reports.• Designed and implemented new process and procedures regarding: stock management, shifts planning, internal staff training, restaurant cleaning and closing and opening operations. Main achievements:• Eliminated excessive stock in two weeks, reducing cost loss.• Reduced employee errors by 90%.• Regularization of employment compliance and updated internal training for all staff.• Increased sales by 30% during nonseasonal periods and Awarded as the best sales among all local Wowburger’s restaurants. Show less

County Dublin, Ireland

• Responsible for restaurant operations, including opening and closing restaurant.• Managed a team of 10 staff, providing production direction in a clear and concise way.• Complied with the requirements of local regulations and internal policies and procedures.• Motivated Team Members to comply with loss control procedures and to maintain a safe and secure environment for customers and other Team Members.• Managed routine administration functions e.g. cash administration, stock… Show more • Responsible for restaurant operations, including opening and closing restaurant.• Managed a team of 10 staff, providing production direction in a clear and concise way.• Complied with the requirements of local regulations and internal policies and procedures.• Motivated Team Members to comply with loss control procedures and to maintain a safe and secure environment for customers and other Team Members.• Managed routine administration functions e.g. cash administration, stock management, staff schedules, sales reporting, waste control, customer feedback etc.• Calculated hours and submitted payroll to ensure timely distribution of funds.Main achievements:• The best sales of extra products (such as mugs, coffee bags, tea, etc) in the first year.• Increased sales by 30% in 7 months. Show less

Dublin, Leinster, Ireland

Focused on improving my English language skills, I worked in various temporary jobs which allowed me to develop my verbal and intercultural communication, as well as adaptability skills. These roles included:> Cashier and Stock Administrator at TK Maxx from May 2016 to January 2017- Provided excellent customer service and handled cash transactions efficiently- Managed stock levels and ensured products were displayed appropriately- Developed strong teamwork and time… Show more Focused on improving my English language skills, I worked in various temporary jobs which allowed me to develop my verbal and intercultural communication, as well as adaptability skills. These roles included:> Cashier and Stock Administrator at TK Maxx from May 2016 to January 2017- Provided excellent customer service and handled cash transactions efficiently- Managed stock levels and ensured products were displayed appropriately- Developed strong teamwork and time management skills>Cashier and Stock Administrator at McCabes Pharmacy from May 2016 to February 2017- Assisted customers in a fast-paced retail environment, providing product knowledge and advice- Maintained accurate inventory levels and assisted with merchandising- Enhanced communication and problem-solving skills> Kitchen Assistant and Waiter at Sodexo from September 2014 to May 2016- Prepared food and ensured timely delivery to customers- Assisted with cleaning and maintenance of the kitchen and dining area- Communicated effectively with customers and coworkers from diverse backgroundsOverall, my diverse work experiences have allowed me to strengthen my communication and interpersonal skills, and develop a strong work ethic. Show less

Barra De São Francisco, Brazil

As the HR and Payroll Manager, I oversaw the HR and Payroll operations for 600 local employees and 100 staff allocated in different sites. I also led a 5-employee team and administered the employment and onboarding of new employees.One of my key responsibilities was coordinating risk management, including worker compensation, unemployment, and general liability. I also developed and administered corporation-wide human resources policy and procedures, and negotiated with labour unions… Show more As the HR and Payroll Manager, I oversaw the HR and Payroll operations for 600 local employees and 100 staff allocated in different sites. I also led a 5-employee team and administered the employment and onboarding of new employees.One of my key responsibilities was coordinating risk management, including worker compensation, unemployment, and general liability. I also developed and administered corporation-wide human resources policy and procedures, and negotiated with labour unions. In addition, I recruited and interviewed candidates, prepared new hire packets, and conducted employee reviews. I provided consult and counsel in the areas of performance management, talent management, employee relations, talent acquisition and staffing, compensation, benefits, and training and development.During my tenure, I achieved significant results, including creating and implementing a new induction process and internal trainings that provided legal information about all contract terms. This helped to reduce the labour legal process from 10 to 1 per year. I also designed a new HR process, creating schedules and deadlines for the full cycle of employment (from recruiting to induction), which reduced the HR staff's work time and improved communication between new employees, HR, and internal departments.Highlights of my accomplishments at Thor Granitos include:- Developed and implemented new HR policies and procedures, resulting in improved efficiency and effectiveness of HR operations.- Successfully negotiated labour union contracts, minimizing disruptions and maintaining strong relationships with key stakeholders.- Streamlined HR processes, resulting in significant time and cost savings for the organization. Show less

Barra De São Francisco, Brazil

• Entered data, edited, reviewed and generated billing statements.• Generated monthly billing statements.• Compiled data for billing personnel.• Worked well with others, fostered a team environment to meet or exceed company goals.