Open to opportunities

Iris Carolina

@iriscarolina

Message

Strategic project manager driving SaaS/HaaS delivery and client success.

Portugal

Message

What I'm looking for

I seek roles where I can lead cross-functional teams to improve customer outcomes, optimize delivery processes, and drive retention within a collaborative, customer-centric company.

I am a strategic and empathetic Project Manager with deep experience in SaaS and HaaS environments, skilled at leading cross-functional teams and managing end-to-end project lifecycles. I have driven improvements in customer satisfaction, managed SLAs and KPIs to keep client satisfaction above 90%, and led initiatives that increased NPS by 50% and renewal rates by 20%.

I have worked across project delivery, customer success, and technical support roles—overseeing onboarding and adoption for dozens of clients, implementing chatbots and process optimizations, and ensuring compliance for regulated pharma software. I prioritize stakeholder engagement, service delivery excellence, and continuous process improvement to deliver measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Project Manager

Current

Playtech

Nov 2024 - Present (1 year)

Managing implementation of a chatbot to streamline support workflows for ~20 internal users, leading adoption efforts and conducting post-implementation evaluations to identify process improvements.

Project Management Stakeholder Engagement Change Management Adoption Processes Process Optimization

Manager

IBM

Dec 2022 - Nov 2024 (1 year 11 months)

Oversaw delivery of 10+ IT service contracts ensuring SLA/KPI compliance and client satisfaction above 90%, and managed billing, inventory, and vendor tracking to drive quality improvements.

Service Delivery SLA Management IT Service Management Vendor Management Billing Quality Improvement

Help Desk Analyst

HCLTech

Jan 2019 - May 2021 (2 years 4 months)

Delivered multilingual support to pharmaceutical clients, ensured GxP compliance, and provided high-quality service for clinical trial software used by global teams.

Help Desk Customer Support Incident Management

Customer Success Manager

Avaya

Led adoption and training for Avaya Cloud Office across 20+ client accounts, improving onboarding efficiency, boosting satisfaction scores, and contributing to a 20% increase in renewal rates.

Customer Success Onboarding Training Avaya Client Engagement Retention

Customer Success Manager

CosmoGov

Managed onboarding and strategy for 64 clients as a freelancer, increasing product engagement by 40%+ and improving retention through strategic platform guidance.

Onboarding Retention Account Management