Karoline Mendes Email & Phone Number

Petrópolis, Rj, Br

Petrópolis, Rio De Janeiro, Brazil

Communications & MarketingAs the Communications Lead for Global Delivery & Operations Americas, I am responsible for spearheading communication initiatives across the Americas, ensuring alignment and information flow within the community. I collaborate closely with leadership to deliver essential updates and serve as the primary point of contact for presentations, Microsoft Teams, and PowerPoint design. Additionally, I engage in various projects focused on Agile methodologies and empowerment initiatives, contributing to a cultural shift towards Agile practices within the organization.Agile Coach20% of my workload is dedicated as an Agile Coach.*Collaborate with cross-functional teams to implement Agile methodologies, enhancing team performance and delivery speed.*Facilitate workshops and training sessions on Scrum, Kanban, and other Agile frameworks, fostering a culture of continuous improvement.*Mentor team members in Agile practices, helping them to embrace change and adapt to evolving project needs.*Analyze team dynamics and provide actionable feedback to optimize workflows and boost productivity

Petrópolis E Região, Brasil

Incident and Problem Management SupervisorResponsible for the organization and management of two teams inside the service operation structure. The organization of the team includes be part of the escalation matrix for the teams, performance reviews of the members so as the follow up for their evolution inside the company. Besides, ensure that the local carriers are working inside the agreed SLA (Service Level Agreement) purchased by customer.

Petrópolis E Região, Brasil

Handled chronic cases with service providers in Latin America, Spain, and Portugal. This involved identifying recurring issues that affected service delivery and working closely with providers to develop effective solutions. Focused on understanding the root causes of these problems to prevent them from happening again. Created tailored action plans to address specific client needs and ensure they received excellent support.Emphasized clear communication and careful project management to strengthen client relationships and enhance overall service quality.

Petrópolis E Região, Brasil

Handled issues with Telecom service providers across Latin America, Spain, and Portugal, making sure incidents were solved quickly to reduce downtime and any other type of service impact. I worked closely with different teams to find the causes of issues and put solutions in place to improve service quality. By building strong relationships with providers, I ensured clear communication and fast resolutions.

Petrópolis E Região, Brasil

Work with the several teams of the company, learning with them about the daily challenges and the cases procedure, including voice, data and others, besides that the company offered courses about telecommunication and network to the internships in order to improve our knowledge. Some of the trainings were: Metro Ethernet, Leased Line, Basic Network (training to show how a network in general works), IP VPN Architecture and others.

Petrópolis E Região, Brasil

RJ Customer Service OperationWork in the operational area, including voice, data and juridical cases of the company witch needed the help of the operational team for your conclusion, helping them with technical information in the company database. Also, I was able to join some field operations in order to learn more about the daily activities. Besides that was possible to participate and study a couple of trainings offered by the company, including several branches.

Telecommunications Technician, Redes De Sistemas E Telecomunicações

Information Technology, Information Technology