Open to opportunities

Joana Couceiro

@joanacouceiro

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Experienced Technical Support Manager specializing in process improvements.

Portugal

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What I'm looking for

I am looking for a role that values innovation and teamwork, where I can further enhance customer experience and operational efficiency.

I am a dedicated Technical Support Manager with over three years of experience at 1WorldSync, where I successfully migrated Freshdesk to Jira Service Management. This transition not only streamlined ticket lifecycle management but also significantly boosted team efficiency. My commitment to excellence was recognized when I was named one of the Top 5 Best Customer Experience Experts for the PWIT Awards 2024.

Throughout my career, I have partnered with cross-functional teams, including product, engineering, design, and operations, to identify inefficiencies and implement strategic solutions. I have designed and implemented automated workflows that reduced response times and eliminated redundant manual data entry, ensuring compliance with service level agreements (SLAs). My ability to produce insightful monthly reports on support operations has driven continuous improvements in service quality and operational performance.

Prior to my current role, I worked as a Genetics Research Technician at the Champalimaud Foundation, where I optimized research workflows and executed targeted process improvements. My educational background in Biotechnology has equipped me with a strong foundation in both technical and operational aspects of support management.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

1WorldSync / Swogo

Feb 2021 - Present (4 years 5 months)

As a Technical Support Manager, I migrated Freshdesk to Jira Service Management, enhancing ticket lifecycle management and team efficiency. I partnered with cross-functional teams to identify inefficiencies and implemented automated workflows, significantly reducing response times. I also directed technical support operations, maintained SLA compliance, and produced insightful reports on support o

Service Management Freshdesk SaaS Workflows SLA Technical Support Reporting

Genetics Research Technician

Champalimaud Foundation

Jan 2016 - Feb 2021 (5 years 1 month)

In my role as a Genetics Research Technician, I optimized research workflows by developing an innovative internal database and automated labeling system. I executed targeted process improvements that streamlined lab procedures, effectively reducing bottlenecks and enhancing operational efficiency.

Process Improvement Automation Labeling Systems

Sales Trainee

Unknown

Jan 2016 - Feb 2016 (1 month)

Worked as a Sales Trainee, gaining experience in sales processes and customer interaction. Developed skills in communication and teamwork.

Sales Processes Communication Teamwork

Waitress

Unknown

Jan 2015 - Jan 2016 (1 year)

Served as a waitress, providing excellent customer service and managing orders efficiently. Developed strong interpersonal skills and the ability to work in a fast-paced environment.

Customer Service Interpersonal Skills Fast Paced Environment

Education

Degrees, certifications, and relevant coursework

Champalimaud Foundation

Technician, Genetics Research

2016 - 2021

Optimized research workflows with an innovative internal database and automated labeling system. Executed targeted process improvements that streamlined lab procedures, reducing bottlenecks.