Open to opportunities

Fabiana Gonçalves

@fabianagonalves

Data Administrator at Cushman & Wakefield, maintaining 12 databases for Portuguese real-estate market monitoring and reporting.

Portugal

Message

What I'm looking for

I’m looking to transition into Customer Success Management, ideally in a full-time remote or hybrid role around Lisbon. I prefer email- or ticket-based support and am comfortable working across EU, US and LATAM time zones.

At Cushman & Wakefield, I maintain, clean, validate and standardise data across approximately 12 databases supporting Portuguese real-estate market monitoring, completed deals and reporting.

I reconcile public data sources, apply department-specific filters and help ensure consistent information for corporate data lake creation and downstream analytics. I also work with sustainability certification records, including LEED, WELL and BREEAM.

Previously, as a German Service Desk Agent at Fujitsu, I handled 50+ daily IT support tickets and maintained 95%+ customer satisfaction. I also provided feedback for troubleshooting workflows and knowledge-base updates.

At Sitel, I resolved high-stakes customer claims with a 90%+ resolution rate, communicating with international customers in English and Spanish. I’m interested in moving toward Customer Success Management and prefer email- or ticket-based support.

Experience

Work history, roles, and key accomplishments

Current

Data Administrator

Current

Cushman & Wakefield

May 2026 - Present (5 months)

Maintain, validate, clean and standardise data across approximately 12 databases supporting Portuguese real-estate market monitoring, completed deals and reporting. Monitor new transactions, reconcile public data sources, and ensure data accuracy for corporate data lake creation.

Data Administration Data Quality CRM EGo CRM Data Validation Data Standardization Market Conditions Monitoring Reporting Data Lake INE Rnet Turismo De Portugal LEED WELL BREEAM

Current

Freelance Language Tutor

Current

Upwork & Private Clients

Jan 2023 - Present (3 years 9 months)

Teach Portuguese and English to international students with 5-star reviews. Manage scheduling, lesson planning and progress tracking independently, and develop customized learning materials based on individual student needs.

Teaching Portuguese English Lesson Planning Scheduling Progress Tracking Custom Learning Materials

German Service Desk Agent (IT Support)

Fujitsu

Aug 2022 - May 2026 (3 years 9 months)

Managed 50+ daily IT support tickets via email, chat, tickets and calls while maintaining 95%+ customer satisfaction. Provided structured feedback on troubleshooting steps, workflows and knowledge bases, and collaborated with cross-functional teams to escalate and resolve complex technical issues.

IT Support Service Desk Ticketing Systems Email Support Live Chat Call Support Troubleshooting Knowledge Base Customer Satisfaction Process Improvement Cross Functional Collaboration

Claims Specialist (Customer Support)

Sitel

Jan 2022 - Aug 2022 (7 months)

Resolved high-stakes customer claims (property damage, theft, disputes) with a 90%+ resolution rate. Communicated with international customers in English and Spanish via phone and email, and managed Salesforce CRM to track case progress and follow-ups.

Claims Resolution Customer Support Salesforce CRM De escalation Refunds Policy Exceptions Multilingual Communication English Spanish

SAS interior modules (Volkswagen)

Volkswagen

Aug 2020 - Jan 2022 (1 year 5 months)

Contributed to cockpit module assembly for Volkswagen vehicles in a fast-paced, precision-driven manufacturing environment. Implemented quality checks, followed strict SOPs and reported issues to supervisors.

Assembly Quality Checks SOPs Attention To Detail Process Adherence