CONTACTS
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C O M M U N I CAT I ONS P R O F E S S I ONAL
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JOANA JACOME
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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
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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
