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Paola
Project Manager with 10+ years in Tech & Customer Service
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Competencies
Applied project management skills to oversee and optimize multiple initiatives involving cross-functional teams.
Provided global customer support via phone, email, and chat, advocating for customer needs.
Identified and implemented workflow enhancements to improve operational accuracy and efficiency.
Conducted reporting and analysis to identify improvement areas in call center operations and trained staff accordingly.
Education
Languages
Summary
Dedicated professional with extensive experience leading projects, enhancing customer support, and optimizing workflows across global organizations.
Key Achievements
- Streamlined data collection processes across multiple platforms at Microsoft, enhancing operational efficiency.
- Led incident resolution teams to improve customer support services for Microsoft products.
- Managed project costs and resources at IBM, ensuring adherence to contractual and budgetary requirements.
Experience
CCX Project Manager (Microsoft)
Enhance and streamline the collection creation process across various platforms sponsored by Microsoft., Optimize workflows, ensuring accuracy and efficiency in data management., Collaborate with cross-functional teams to meet project goals., Identify areas for improvement, implement best...
Incident Manager Plus (Microsoft)
Enhance the customer experience in relation to Microsoft's reactive support services., Understand the customer’s needs and context, ensuring tailored responses., Serve as the customer’s advocate throughout the reactive support journey toward operational stability., Oversee the end-to-end...
Customer Service
Support customers from 75+ service locations around the globe via phone, email, and chat 24/7., Advocate for customers and provide support through various channels.
Project Management Administrator
Manage project costs and resources in alignment with contractual agreements., Oversee financial reporting and forecasting to maintain budgetary control.
Business Control Specialist
Ensure operational efficiency, regulatory compliance, and risk management within the organization.
Quality Assurance Specialist
Conduct in-depth reporting and analysis to identify areas of improvement among call center representatives., Provide targeted coaching and develop action plans to enhance performance.