Miguel Tavira

Experience

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  Millennium bcp

  Jan 2004 - Feb 2006

  Cashier and sales activities within the area of banking and insurance, at the Millennium BCP agency in Forte da Casa Responsible for inbound phone calls for Millennium BCP's home banking support line.

  • Bank Clerk/ Cashier

    Feb 2005 - Feb 2006

  • Home banking/ Technical support

    Jan 2004 - Feb 2005
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  KeyPoint, Scientific Consulting

  Feb 2006 - Jul 2007

  Technical translator

  Translation of several medical documents, such as medications’ manuals, prescriptions, informed consent forms for participation in clinical trials, clinical trials’ protocols, etc. Language pairs: English – Portuguese; Portuguese – English; Spanish – Portuguese; Spanish – English.

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  NetJets Europe

  Jul 2007 - Jul 2010

  Owner Services Account Coordinator

  - First point of contact between Owners and NetJets, answering Owners’ questions through different channels, to assist customers in their specific enquiries, new flight reservation requests and changes on the existing reservations, in the most prompt, personalized and efficient way, in order to guarantee that customer needs are anticipated, met and exceeded and creative solutions are provided to fulfill their travel needs; - Provide information to Owners regarding airports' restrictions, aircraft performance, documents required for travel and other details in order to deliver an uncompromisingly efficient level of service; - Load the flight details of new reservations and changes accurately and promptly into the reservations system (IJET) in order to guarantee that all relevant departments have the correct and necessary data to fulfil the Owners requests, providing a high quality customer service; - Guarantee the flight’s feasibility, by checking information in the reservation system, in order to promptly send the flight confirmation to Owners, delivering a high standard of service; - Ensure that all data regarding the passengers on the NetJets flights is up to date and accurate to prevent issues for the Owners that might impact the NetJets business; - Anticipate, in conjunction with the relevant department(s) (Sales, Scheduling, Catering and Ground Transport etc.), potential areas of Owner discontent or conflict and ensure that appropriate decisions are executed to minimize adverse consequences to the Owners; - Communicate with Owners whenever there is a chance that an operational issue may affect their flight or flight related arrangements; - Interact with Owners in non-standard, conflict or complaints situations, solving issues by actively addressing the specific issues to prevent re-occurrence and build upon Owner satisfaction; Show less

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  Sellbytel Livingbrands

  Apr 2011 - Oct 2012

  - Take incoming user requests (via telephone, email, voicemail, chat, or other automated alerts), log call details onto case management systems and provide response and resolution within SLA to customer- Progress / close service requests to a satisfactory conclusion on call management system- Proactively update customers with status and resolution progress- Monitor / progress all open queries in queue- Escalate potential service issues to appropriate level- Achieve an excellent customer satisfaction level Show less

  • Level 1 Trainer in the area of Technical Support for Sellbytel, UK Market

    May 2012 - Oct 2012

  • Coach in the area of Technical Support

    Nov 2011 - May 2012

  • Customer Care advisor for Sellbytel - UK Market

    Apr 2011 - Nov 2011
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  Xerox

  Jan 2013 - Aug 2019

  - Support customer tools dependencies, print queue configuration, print policy and printing service availability- Ownership of device configuration compliance- Perform Release management of product and solutions including Change Control- Investigate, test and document workarounds/fixes- Support transition of the fleet to new devices (Models)- Technical management of the EPS Tool suite and third party solution end to end (Equitrac, Cirrato, YSoft)- Single point of contact / technology interface to Xerox and Customer teams- The L3 escalation point for new contracts.- Manage technical tracker for BAU (Business as Usual)/project issues. - Build accounting solutions- Build test and production servers and supporting MPS service components- Ownership of escalations with L4- Carry out device firmware upgrades Show less - Provide technical expertise in configuring and supporting the deployment of print queues and supported applications- Provide support to the implementation teams during account implementations as well as assisting with upgrades in deployment and production environments- Completion of configuration tasks for device install.- Testing the configuration has been implemented and is working- Adhere to change management procedures for implementations- Provide ad hoc support to operations on supported technologies- Troubleshoot basic, intermediate issues and escalate when required- Following standard application system processes and procedures Show less - Identify any technical knowledge gaps/points of improvement in individual agents through work shadowing, call-monitoring, peer and team-lead feedback, ticket reviews and analysis of RCA reports - Design and deliver improvement/training plans for targeted, low-performing agents and communicate these to relevant team leads with ongoing updates - Proactively approach agents to assist them in perceived technical issues they may have - Encourage and monitor effective OSA (Online Support Assistant) usage and serve as the GDC advocate for this tool and to work with the relevant team to produce reports on this activity - Provide knowledge sharing and communications on a team basis through scheduled group meetings - Provide support to agents via phone, face to face contact and coaching sessions - Take over a technical escalation via the phone from agents/Team Leaders / Account Teams - Provide support to agents so they will correctly identify, manage, resolve or escalate critical software and hardware issues through the correct channels. - Train and develop agents (new Product roll outs, targeted refresher training and technical workshops) - Maintain and develop their own technical skills (PDAP) - Participate in projects to boost GDC’s efficiency and improve customer satisfaction - Proactively become involved in training/familiarization sessions for other customer helpdesks acting as first level support for Xerox products - Hold responsibility for the fleet of reference machines and proactively identifying requirements - Keep awareness of the overall guiding framework of ITIL and contribute to Knowledge Team Process as appropriate - Analysis of new Contract/Customer implementations to be aware of the individual customer requirements and take action as necessary - To keep consistent up-to-date knowledge around Service innovations being offered by Xerox and our competitors. Show less

  • Support Specialist - International Operations

    Mar 2017 - Aug 2019

  • Deployment Application Support Analyst

    May 2015 - Mar 2017

  • RCA Specialist

    Aug 2014 - May 2015

  • Helpdesk Assistant

    Jan 2013 - Aug 2014
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  Cisco

  Aug 2019 - now

  - Develop and maintain relationships across the internal Cisco CX and Partner & Sales organizations to develop quote automation solutions- Drive visibility and awareness of AutoQuotes via relationship building- Understand partner processes to integrate a compatible AutoQuote workflow and API integration- Serve as a technical liaison, coordinating with partners and internal stakeholders to gather technical data and requirements for project-based solution rollouts- Align with Regional and Theatre CX and Sales leadership to understand quarterly and annual priorities and ensure requirements are documented- Provide operational management of the BDM and support functions, guiding activities in line with Regional and Theatre business priorities- Report on key operational indicators/KPIs and act as the point of escalation for operational issues- Facilitate with the appropriate SMEs to scope complex implementations Show less - Document, manage, execute and track changes as they are made to the Installed Base Baseline (Moves, Terminations, Additions and Configuration changes);- Manage additional Adds process including the maintenance of business rules in the automation platform (e.g.ACAT);- Capture and report on key KPI’s tied to agreed Business Outcomes;- Secure the delivery or regular reporting as per the Asset Management service description; - Analyze and report on critical product life cycle pending events (i.e. Last Date of Support, uncovered critical devices, Approaching service contract end) aligned to the Business Outcomes;- Prepare reports and participate in Quarterly Business Reviews (QBR) with Customer;- Provide Account Support for Cisco Asset Management related topics;- Proactive engagement with Customer and Service Sales to provide IB insights for upcoming renewals;- Build relationships with Cisco Account Team, customers, and other stakeholders ; Show less

  • Business Development Manager - AutoQuotes

    Mar 2021 - now

  • Asset Manager

    Aug 2019 - Mar 2021