Open to opportunities

Priscilla Bragança

@priscillabragana

Message

Customer service professional with expertise in technical support.

Portugal

Message

What I'm looking for

I seek a dynamic role that fosters growth, collaboration, and innovation in technology.

I am a dedicated customer service professional with extensive experience in technical support and service desk operations. My journey began in Brazil, where I honed my skills in customer retention and sales at Bragança CONTAX S/A. I later transitioned to Portugal, where I further developed my expertise in customer service roles at Teleperformance and Intelcia, focusing on technical support and incident management.

Currently, I serve as an IT Service Desk Technician at Teleperformance Portugal, where I manage incident tickets, troubleshoot software and hardware issues, and collaborate with cross-functional teams to ensure seamless service delivery. My educational background includes a Bachelor's Degree in Management and a Postgraduate in Data Science & Business Analytics, equipping me with a strong foundation in business strategy and data analysis.

Experience

Work history, roles, and key accomplishments

IT Service Desk Technician

Teleperformance Portugal S.A

Jan 2022 - Present (3 years 8 months)

Monitored and managed incident tickets using ServiceNow, diagnosing and troubleshooting software and hardware issues. Provided clear technical guidance to end users and escalated complex incidents to higher-tier teams.

ServiceNow Troubleshooting Software support Hardware Incident Management

Mobile Technical Support Assistant

Intelcia Portugal Inshore S.A

Jan 2020 - Present (5 years 8 months)

Received inbound customer calls and managed support processes via the SAP CRM platform, maintaining accurate customer data. Provided technical support for mobile routers and conducted network diagnostics and testing.

Technical Support CRM Customer Service Incident Tracking

Customer Service Representative

Teleperformance Portugal S.A

Jan 2016 - Present (9 years 8 months)

Handled inbound calls and managed support tickets using Zendesk, ensuring efficient customer issue resolution. Provided technical support for network connectivity across various electronic devices and performed network testing.

Customer Service Zendesk Technical Support Troubleshooting Data Entry

Management Degree Internship

Banco do Brasil S/A - ADM Predial / NUCAD

Apr 2014 - Present (11 years 5 months)

Assisted with file and correspondence control, optimizing processes through the development of work routines. Provided support in document verification and facilitated communication with bank branches and external companies.

File Management Process Optimization Documentation Verification Communication Administrative Support

Customer Service Representative

Contax S/A

Aug 2009 - Present (16 years 1 month)

Responsible for sales and retention of insurance policies, ensuring customer satisfaction and loyalty. Managed client portfolios and achieved sales targets consistently.

Sales Customer Service Insurance Customer Retention Client Management

Education

Degrees, certifications, and relevant coursework

Citeforma

Digital Security Training Course, Digital Security

2024 - 2024

Introduced to cybersecurity threats and countermeasures. Covered security best practices, risk mitigation, network protection, and incident response strategies.

Instituto do Emprego e Formação Profissional (IEFP)

Advanced Technical Course in Network and Systems Administration, Network and Systems Administration

2019 - 2020

Grade: 17

Received practical training in IP networking, routing, subnetting, firewalls, DHCP/DNS (Windows & Linux), and server security. Covered SQL and Python programming, database systems, and system backup/recovery.

Instituto Superior de Economia e Gestão (ISEG)

Postgraduate in Data Science & Business Analytics, Data Science & Business Analytics

2017 - 2018

Trained in data analysis, data governance, business strategy, and information systems. Gained hands-on experience with SQL, Power BI, Azure Machine Learning, ETL processes, and data warehouse architecture.

Centro Universitário Celso Lisboa

Bachelor’s Degree in Management, Management

2011 - 2015

Focused on business development, operations, logistics, finance, and entrepreneurship. Integrated communication, technology, and strategy to support productive and innovative ventures.