Filipa Moniz

Early engagement on new deals awarded to start transition and implementation processes to be then handed over BAU Management teams; Direct contact with the Customer to follow-up agreements and adjustments prior the SoW signature (scope, resources, pricing among others); Coordination of evolved Operations Teams; Managing the project schedule; Implementation of SLA, productivity and costs’ reporting and analysis

Coordinating a dedicated multicultural team (+35 people) with Level 1 & 2 and Request Fulfilment Management services; Dispatching and organising the teams’ tasks and priorities; Incident Management: follow and analyse tickets from their creation to the resolution and address the root cause of delayed/non-resolved tickets; Report the mentioned data to the customer on a daily basis, through email and conference calls; Owning day to day leadership of operational delivery for the services covered in the team

- Coordinating three Service Desk teams with two languages supported and a 24/7 coverage in a shared environment; - Dispatching and organizing the team’s tasks and priorities to ensure the Service Levels contracted are met; - Owning day to day leadership of operational delivery for the services covered in the team; - Trainer at Leadership University program

- Ensure consistent productivity and quality of service; - Meet SLAs and individual KPIs, maintain customer satisfaction; - Focal Point for one of the companies supported, representing all Service Desk; - Quality coach; - Backup Team Leader and backup Service Coordinator

- Head of production and communication; - Organisation of exhibitions and international Art fairs; - Sales executive and customer care; - Preservation of art works