During this experience I had the opportunity to manage a portfolio of new projects and products before and during launch, creating process standardisation throughout the company and working with cross functional teams to align on every detail. I was also responsible to coordinate feedback collection ir order to build products that our customers truly love.Some of my responsabilities:- Worked closely with cross functional teams to ensure alignment for new product piloting across… Show more During this experience I had the opportunity to manage a portfolio of new projects and products before and during launch, creating process standardisation throughout the company and working with cross functional teams to align on every detail. I was also responsible to coordinate feedback collection ir order to build products that our customers truly love.Some of my responsabilities:- Worked closely with cross functional teams to ensure alignment for new product piloting across global organization (operations, customer selection, pricing, integrations needed, user research, etc.);- Created templates and frameworks for projects and product launches;- Organized and attended various stakeholders meetings;- Documented and followed up on important project actions and decisions from meetings;- Helped to define roadmaps and strategies for new products;- Identified projects blockers and issues and address them to product teams;- Worked with the Global Processes team to create an improved portfolio for global customer operations processes;- Developed a Feedback Framework and User Research process for the product life cycle;- Created automated processes using Workato-Slack integration for user research requests and frontline feedback. Show less

During these months I had the opportunity to create, lead and help to develop different teams inside customer relations. I defined processes, strategy, metrics, created training materials and provided training. I was responsible as well to live monitor requests and coach my team. One of the teams I led was IVAucher and AUTOvoucher customer support team.IVAucher and AUTOvoucher was a government program that took place in Portugal to help families due to pandemics financial situation.… Show more During these months I had the opportunity to create, lead and help to develop different teams inside customer relations. I defined processes, strategy, metrics, created training materials and provided training. I was responsible as well to live monitor requests and coach my team. One of the teams I led was IVAucher and AUTOvoucher customer support team.IVAucher and AUTOvoucher was a government program that took place in Portugal to help families due to pandemics financial situation. It had more than 2M of subscribers and as leader I was responsible to create and providing training to the team, define strategy to then deal with tax payers issues, coordinating with tech team to find route causes. During my journey as customer relations leader I also created a new team to support sales with customer inquires. Once again I was responsible to define processes, training materials, strategy, aligning with various stakeholders. Show less

As customer relations agent my main focus was to provide an exceptional support to Teya clients.During this period I:- Answered calls and emails using customer support platforms;- Found route causes and worked together with tech team to provide a better customer experience;- Helped on creating new operations processes;- Onboarded new customers;- Provided training to new team members and created guides.

Some of my responsabilities:- Answered all types of business centre customers' needs (IT requests, contract-related requests, office and administration requests) via phone, email and in person;- Dealt with customers' complaints and find quick solutions;- Managed the general business centre needs, dealing with suppliers and other stakeholders to maintain a high-quality standard;- Provided training to new team members and interns.