Luana Miranda

Experience

• 

  Minabela

  Sept 2014 - Apr 2017

  BAKERY MANAGER

  Ensure that the bakery is adequately stocked with supplies.Ensure that baking tools, utensils, and equipment are properly cleaned and sanitized.Develope and implementing advertising and marketing strategies to attract new customers.Create suitable work schedules for staff members.Maintain all quotas, labor mandates, OSHA requirements, and excel with inventory controlAppraising staff performance and carrying out the necessary disciplinary measures to address poorperformance.Strategically arranging bakery items in display cases to encourage customer purchases.Inspecting bakery items to ensure that established standards on quality, uniformity, and aesthetic appeal are met.Resolving customer complaints in a professional manner.Maximize company revenue while managing day to day operations Show less

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  Amen Portugal

  May 2017 - Nov 2017

  Technical Assistant

  Technical Support: Assisting with troubleshooting, maintenance, and repairs of equipment or systemsDocumentation: Preparing and maintaining technical documents, reports, and manualsResearch and Analysis: Conducting research and analyzing data to support technical projectsAdministrative Tasks: Scheduling appointments, managing inventory, and coordinating with other departmentsProject Assistance: Supporting the planning and implementation of technical projects

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  Fujitsu Portugal

  Nov 2017 - Oct 2021

  User Support: Assisting users with issues related to SharePoint, including troubleshooting and resolving technical problemsDocumentation: Creating and maintaining documentation for SharePoint processes and user guidesSite Management: Helping with the creation, configuration, and management of SharePoint sites, lists, and librariesTraining: Providing training and support to users to help them effectively use SharePointSystem Monitoring: Monitoring SharePoint performance and ensuring the system is running efficiently Show less Content Analysis: Evaluating the effectiveness of digital content using various metrics such as page views, time on site, bounce rate, and conversion rateResearch and Strategy: Conducting research to identify trends and opportunities, and helping to set content goals and strategiesPerformance Monitoring: Using tools to track content performance and provide actionable insightsCollaboration: Working closely with content strategists, designers, developers, and marketing teams to improve content quality and relevanceReporting: Creating reports and dashboards to communicate findings and recommendations to stakeholders Show less

  • Sharepoint Support Assistant - RIM

    Jun 2020 - Oct 2021

  • Digital Content Analyst

    Jan 2019 - Jun 2020

  • Service Desk Agent

    Nov 2017 - Jan 2019
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  Sinfic

  Oct 2021 - Sept 2022

  Planning and Implementation: Developing project plans, managing resources, and ensuring tasks are completed on time.Team Leadership: Motivating and guiding team members, promoting collaboration, and maintaining a productive work environment.Progress Tracking: Monitoring project progress, providing regular updates, and ensuring milestones are met.Problem-Solving: Addressing any issues that arise during the project and finding effective solutions.Reporting: Communicating with stakeholders and higher management about project status and outcomes Show less Oversee the daily operations of a help desk team, ensuring efficient and effective customer support. Team Management: Training, and supporting help desk representatives and technicians.Performance Evaluation: Monitoring and evaluating the performance of the help desk team to ensure timely and accurate customer service.Customer Service Standards: Establishing and maintaining high standards for customer service.Problem-Solving: Addressing and resolving technical issues promptly.Reporting: Developing reports on team productivity and providing feedback to internal teams.Maintaining customer satisfaction and ensuring smooth technical support operations. Show less

  • Project lead

    Apr 2022 - Sept 2022

  • Helpdesk Manager

    Oct 2021 - Apr 2022
• 

  Microsoft

  May 2023 - now

  As a Customer Success Account Manager (CSAM) at Microsoft, I am dedicated to ensuring our customers achieve their business goals through the effective use of Microsoft technologies. My role involves:Customer Advocacy: Acting as the primary point of contact for customers, understanding their needs, and advocating on their behalf within Microsoft.Proactive Support: Providing strategic guidance and support to help customers maximize the value of their Microsoft investments.Incident Management: Coordinating and managing responses to critical incidents to ensure swift resolution and minimal disruption.Health Assessments: Conducting regular health assessments to identify potential issues and opportunities for improvement.Workshops and Training: Organizing learning workshops and training sessions to empower customers with the knowledge they need.Technology Agnostic: Offering unbiased advice and solutions that align with the customer’s objectives, regardless of the specific Microsoft technologies involved.My goal is to build strong, lasting relationships with customers, helping them navigate their digital transformation journey and achieve success with Microsoft solutions. Show less

  • Western Europe Co chair GLEAM

    Feb 2025 - now

  • Customer Success Account Manager - Netherlands

    Nov 2022 - now

  • Public Relations/Communications Lead GLEAM Portugal

    May 2023 - Feb 2025