Joana Jacome | Freelancer Resume

CONTACTS OME JOA NA AC ME JOA NA ACO J C O M M U N I CAT I ONS P R O F E S S I ONAL J J MJE OA NA ACO J JOANA JACOME COME JOAN JA A J ABOUTME Dynamic Communications Professional with experience in customer, sales and technical support. I am passionate for IT which led me to studying online to obtain the Information Technology Infrastructure Library (ITIL) certification. Although I do recognize the importance of being “tech-savvy” in today’s digital era, I do excel better in an environment that allows me to engage with people. SKILLS WORKEXPERIENCE Inside Sales Representative, Webhelp, Prague Sep 2019 - Jan 2020 • Identify priority leads within the UK market and connect them with appropriate licensing and campaign programs such as End of Support, Cybersecurity Solution Assessment • Installing the Cyber Security Assessment Tool (CSAT) through Microsoft Teams Meeting with an IT manager to test the current status of the SMB’s security. The tools collect relevant security data from Endpoints, Active Directory, and optionally Oﬃce 365. • Handle a large volume of calls, accurately executing current licensing programs and campaigns through CRM activities (Dynamics 365) • Recognize when a Microsoft Sales Partner can appropriately add value to a customer relationship and acts accordingly LANG UAG ES Application Developer, International Data Corporation, Prague Sep 2018 - May 2019 • Problem-solving CSS and page layout issues and assisted in day-to-day web projects and changes; Making text, graphical and structural updates to existing IDC websites; • Coordinated with the design manager on larger project designs such as evaluating functional prototypes and fully functional interface code by writing/reviewing existing HTML, CSS and Javascript code; • Maintained communication with diverse parties within the company such as marketing and research analysts; sales operations consultants, backend developers; etc. Client Support Analyst, Concur, Prague Sep 2016 - Jan 2018 • Responsible for troubleshooting and responding in a timely manner to client reported service issues associated with Concur Travel & Expense integrated products • Routinely update the customer on open cases to gain additional information or advise of status • Maintain accurate, high-quality and timely documentation of all steps and activities • Interface with other Concur departments as necessary to resolve customer issues • Train customers on basic production functionality Portuguese Speaking Sales Consultant, ICON Communication Centre (ICON)- Home Away, Prague Feb 2016 - Aug 2016 • Uncovering opportunities to acquire Home Owner and Property Manager listings in Portugal • Translated from Portuguese to English listing descriptions • Responsible for High Volume outbound calling prospective customers • Document every contact with customers and prospects in CRM system Travel Agent, International Cruise & Excursions (ICE), Albufeira Dec 2014 - Nov 2015 • Achieved the monthly sales closing target of 20 per cent • Handled inbound calls within the agreed service levels • Proper documentation of all actions in the required systems • Provided customer service to existing bookings: changes, questions, and cancellations EDUCATION Full Stack Web development, Data4You Coding Bootcamp Praha, Prague 2018 Master in Political Science; Specialty in Peace and Conﬂict Studies, Université Libre de Bruxelles, Brussels, Belgium 2012 Graduate Certiﬁcate in Business Studies, Brussels Business School, Brussels 2010 Master in European Studies; Specialty in EU, Globalization and Governance, Katholieke Universiteit Leuven, Leuven 2009 Bachelor in Communication Studies, Universidade Católica Portuguesa, Lisbon 2008 COURSES Information Technology Infrastructure Library (ITIL) certiﬁcation , IT Career Switch Feb 2020 - Jan 2021