Joana Couceiro
@joanacouceiro
Experienced Technical Support Manager specializing in process improvements.
What I'm looking for
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
Technical Support Manager
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
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.
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.
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.
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.
Unknown University
MSc/BSc, Biotechnology
2012 - 2015
Activities and societies: Biotech researcher
Unknown Institution
Lab Technician, Ceramics
2008 - 2009
Availability
Location
Authorized to work in
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