Hugo Ribeiro, Ph.D. Email & Phone Number

Aveiro, Pt

Management of the budget allocated to digital media;Management of the relationship with agencies for the operationalization and optimization of the digital media plan;Monitoring of key digital marketing KPIs;Management of Google Analytics, Google Tag Manager, Google Optimize;Google Ads, SEO, Facebook Ads, Criteo, Affiliate Marketing.

Collaborate with stakeholders in the marketing team and across the business to identify the key questions and recommend appropriate research methodology (qualitative, quantitative, primary or secondary) to capture the insights needed to move the business forward.Play a leadership role in the execution of key market research projects: from conception to completion, design of methodology and the analysis, interpretation and communication of results.Design the Transactional NPS system across organization, across the different customer touch-points.Managing Customer Satisfaction Research and reporting. Managing Service Quality research and reporting.Apply advanced techniques, like structural equation modeling to discovery insights and relations amond variables, allowing stakeholders to identify the variables with the greatest impact on Telecom customer satisfaction and loyalty.Study the principle behaviours amoung telecom consumers.Academic and practical experience with a wide array of new product, brand, advertising and customer satisfaction research methodologies.Working knowledge of database and statistical software tools (SPSS) and qualitative software (NVIVO).Orientation of research projects with master's students.

Individual researcher in fields of service quality , customer experience , customer satisfaction, customer loyalty, churn , predictive analytics, online consumer behavior, among others...

Aveiro, Aveiro, Portugal

• Benchmarketing Analysis• Marketing Audit• Marketing Research• Marketing Strategy• Branding• Loyalty Programs• Digital Marketing• Service Quality & Customer Satisfaction Diagnostic

• Directly supervise desktop support technicians and carries out supervisory responsibilities in accordance with the organization's culture and procedures. • Supervise the service desk staff’s daily activities providing quality technical software/hardware, phone and desktop support with a high degree of customer service, technical expertise and timeliness to internal customers, to ensure customer service is maintained at premium levels.• Define and establish help desk and technical support staff schedules, set priorities, provide support/direction and deal with administrative issues as needed.• Provide management reports on Service Desk operations and issues regarding the support of Information Resources. • Ensure all support department work is performed to meet customer satisfaction standards and requirements.• Provide analysis of support issues and resolution metrics.• Take proactive measures to reduce support tickets.• Deliver Systems training and onboarding• Plan and manage office relocations and infrastructure changes.• Oversee all incidents, requests and resolutions to determine trouble trends or problem areas and to ensure procedures are being followed correctly.• Train Service Desk staff on operational procedures and troubleshooting techniques and how to answer and resolve incoming calls. • Ensure all support tickets are responded to and resolved within agreed business SLAs and prioritise incidents appropriately.• Ensure service desk staff are appropriately skilled on operational procedures and troubleshooting techniques to ensure an efficient service to customers.

• Install operating systems and software on Windows machines .• Analyse, support, troubleshoot, repair, maintain and install computer systems, hardware, network, and network connections, security, and equipment related to computer peripherals.• Set up workstations for users.• Troubleshoot IT related problems from in-house software to hardware, such as, Laptops, PC’s, Printers, Apple and Android Smartphones.• Set up new users in Active Directory and Exchange• Manage users group membership in Active Directory • Assign telephone numbers to users in the Nortel Softphone Telephone system• TCP/IP Network troubleshooting• Receive, log and manage calls from internal staff via service desk tickets, email, telephone, and in person

• Manage requests for new employees, equipment, and corporate system access and provide support to offices in all geographic regions.

Aveiro University

Founder of MarkTeam Junior Enterprise Marketing at the University of Aveiro.Responsible for the strategic plan and marketing plan of the company.Responsibilities in overseeing market research projects, communication plans, satisfaction surveys and service quality, brand management and corporate image.

Aveiro University

Doctor Of Philosophy - Phd, Marketing & Strategy, Phd : Unanimously Approved By The Jury With Praise And Distinction

PhD Thesis title: Customer Experience, Service Quality, Loyalty and Churn: Studies in Telecoms Industry

Master, Marketing

Master Thesis title "Assessment of Service Quality in Information Systems" Final Grade: 18

Graduate, Marketing

Final grade: 16

2Nd Year, Materials Engineering

Education record

Education record

Education record

Activities and Societies: Seminars : Office Systems 2003;Microsoft Business Solutions;Operations Manager 2005 e Virtual Server 2005.