Project & Operations Manager

Led coordination between product, operations, customer success, and enterprise clients during complex onboarding and delivery initiatives. Managed high-priority customer escalations, ensured alignment across technical and operational stakeholders, defined and optimized internal processes, facilitated cross-functional alignment, owned client-facing communication for strategic accounts, supported organizational scaling through documentation and process standardization, and acted as an operational bridge between leadership, delivery teams, and customers.

Led a multi-phase automation project integrating Zendesk and Ada chatbot, streamlined support workflows for three internal teams, coordinated training rollout for about 20 users, managed project timelines and stakeholder communications, and conducted post-implementation evaluations to identify process improvements.

Oversaw delivery of more than 10 IT service contracts, ensured SLA and KPI compliance, maintained client satisfaction above 90%, partnered with internal teams to resolve service issues and identify upsell opportunities, managed billing, inventory, and vendor tracking, and led quality initiatives that improved NPS by 50%.

Led adoption and training for Avaya Cloud Office across more than 20 client accounts, improved onboarding efficiency, boosted satisfaction scores, acted as liaison between sales, support, and partners, and contributed to a 20% increase in renewal rates.

Managed onboarding and strategy for 64 clients, increased product engagement by more than 40%, improved retention, and provided strategic guidance to optimize platform usage and client outcomes.

Delivered multilingual support to pharma clients across Portugal, Spain, South America, the US, and the UK, maintained resolution rates above 95%, ensured compliance with GxP standards, and provided high-quality service for clinical trial software used by global teams.

Minor in Tourism, Territory & Heritage. Formation in Modern Languages.