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Liliana P.

Liliana P.

Stocks Management Administrative

Followers of Liliana P.866 followers
location of Liliana P.Dublin, County Dublin, Ireland

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  • Timeline

  • About me

    Senior Community Manager | Lean Six Sigma Black Belt | Mentor & Process Optimization Specialist

  • Education

    • Atlantic Technological University

      2022 - 2023
      Computer Science Data Analytics

      In Progress

    • Munster Technological University

      2020 - 2020
      NFQ Level: 7 Lean Sigma Green Belt

      A certified Lean Sigma Green Belt is a professional who has expertise in Lean Sigma principles, including supporting systems and tools. A Green Belt will demonstrate project team leadership ability. Green Belts understand the application of DMAIC/DMADV models for Service Design and Operational Management in accordance with Lean Sigma principles. They are able to identify non-value added elements and activities and are able to use specific tools. The course draws on both the basic… Show more A certified Lean Sigma Green Belt is a professional who has expertise in Lean Sigma principles, including supporting systems and tools. A Green Belt will demonstrate project team leadership ability. Green Belts understand the application of DMAIC/DMADV models for Service Design and Operational Management in accordance with Lean Sigma principles. They are able to identify non-value added elements and activities and are able to use specific tools. The course draws on both the basic problem-solving tools and basic statistical principles. Show less

    • Munster Technological University

      2021 - 2021
      NFQ Level: 8, Lean Sigma Black Belt Mechanical, Biomed & Manuf Eng

      A certified Lean Sigma Black Belt is a professional who is an expert in Lean Sigma philosophies and principles, including supporting systems and tools. A Black Belt will demonstrate team leadership, understand team dynamics, and assign team member roles and responsibilities. Black Belts have a thorough understanding of all aspects of the DMAIC/DMADV models for Service Design and Operational Management in accordance with Lean Sigma principles. They have a thorough knowledge of Lean enterprise… Show more A certified Lean Sigma Black Belt is a professional who is an expert in Lean Sigma philosophies and principles, including supporting systems and tools. A Black Belt will demonstrate team leadership, understand team dynamics, and assign team member roles and responsibilities. Black Belts have a thorough understanding of all aspects of the DMAIC/DMADV models for Service Design and Operational Management in accordance with Lean Sigma principles. They have a thorough knowledge of Lean enterprise concepts, are able to identify non-value added elements and activities and are able to use specific tools. Show less

    • Instituto Superior de Engenharia de Coimbra

      2011 - 2016
      Eng. Bachelors' Degree Engineering/Industrial Management In Progress

      My project dissertation was:"Study of Lean Manufacturing Methodologies, Kaizen and WCM for Waste Identification in Production Systems".The preparation of this project dissertation in Industrial Engineering and Management, B. Engdegree, is developed in informal partnership with the a Portuguese multinational company, that is acompany dedicated to products design, full vendor serves in the automotive industry.Was a study focused on waste, and a quest to discover… Show more My project dissertation was:"Study of Lean Manufacturing Methodologies, Kaizen and WCM for Waste Identification in Production Systems".The preparation of this project dissertation in Industrial Engineering and Management, B. Engdegree, is developed in informal partnership with the a Portuguese multinational company, that is acompany dedicated to products design, full vendor serves in the automotive industry.Was a study focused on waste, and a quest to discover its origin. For this a fully investigation and analysis of the three methodologies practiced in the company wasnecessary, and these are Lean Manufacturing, Kaizen and World Class Manufacturing.Focused on origin of the (waste) Mudas, was created a diagram where the three methodologiesare united and related, as well the tools that are most important to guide its action to wastesource. Show less

    • Escola Superior de Artes e Design

      2000 - 2003
      Graphic Design Arts

      Not completed

  • Experience

    • Efacec Universal Motors

      Oct 1999 - Apr 2001
      Stocks Management Administrative

      - Support for the purchasing department and logistics;- Work together with Socks Manager- Stocks Inventory;- Inbound and Outbound Deliveries Control Between Warehouse and Production- Support to Warehouse Management and Supervisory Team- Logistics Improvement Methods- Stocks and Inventory Planning- Analysis of Production and Inventory Management Maps- Administrative Work

    • WEG Euro

      Apr 2001 - Oct 2003
      Stocks Management Administrative

      - Support for the purchasing department and logistics;- Work together with Socks Manager- Stocks Inventory;- Inbound and Outbound Deliveries Control Between Warehouse and Production- Support to Warehouse Management and Supervisory Team- Logistics Improvement Methods- Stocks and Inventory Planning- Analysis of Production and Inventory Management Maps- Administrative Work

    • Central de Cervejas

      May 2005 - Nov 2007
      Back Office Administrative

      Customer support, sales support, invoices, administrative work.

    • Fujitsu Siemens

      Jan 2007 - Jan 2008
      Help Desk Technical Support

      Technical Support Agent.-Diagnosis of malfunctions online and by phone to businesses, public institutions and residential customers;-Management of customer complaints;-Repairs Management;-Support for all Fujitsu Siemens enterprise product lines (Pro-support included) (Laptops, desktops, Workstations and Servers).-Support in Networking (Routing / Switching)-Service in Portuguese and English

    • BenQ

      Dec 2007 - Oct 2008
      Help Desk Technical Support

      Technical Support Agent.-Diagnosis of malfunctions online and by phone to businesses, public institutions and residential customers;-Management of customer complaints;-Repairs Management;-Support for all Fujitsu Siemens enterprise product lines (Pro-support included) (Laptops, desktops, Workstations and Servers).-Support for BenQ product lines (Cameras, projectors and scanners)-Support in Networking (Routing / Switching)-Service in Portuguese and English

    • Dell

      Oct 2008 - May 2011
      Portuguese Team - Help Desk

      Technical Support Agent.-Diagnosis of malfunctions online and by phone to businesses and public institutions;-Management of customer complaints;-Repairs Management;-Support for all Dell enterprise product lines (Pro-support included: laptops, desktops, workstations, printers, projectors, etc).-Support in Networking (Routing / Switching)-Service in Spanish, Portuguese and English

    • Symantec

      Oct 2016 - Nov 2019
      Social Customer Care Analyst Norton Support and Services

      - Support in Portuguese and Spanish for Europe and Latin America, monitor and respond to inbound support-related Social Media (Twitter, Facebook, Reclame Aqui (Brazil), and Google Play for Portuguese and Spanish);- Collaboration with other Teams and Partners in exchange of information, problem solving, procedures and policies as Monitor third-party forums and communities for Customer Care opportunities;- Monitoring and measure the effectiveness of communications through digital analytics, surveys, and other key performance indicators;- Work in highest commitment, to customers and the Norton brand and compromise with Customer Retention;- Proactively build and manage relationships with key internal stakeholders across a range of businesses and geographies;- Communicate effectively with cross functional partners in Operations and Product;- Research and Data Analysis;- Improve procedures;- Mentor and Training responsibilities. Show less

    • NortonLifeLock

      Nov 2019 - Nov 2022

      • Senior Community Management Specialist

        May 2022 - Nov 2022

      • Community Management Specialist

        Feb 2022 - May 2022

      • Product Support Analyst

        May 2021 - May 2022

      • Associate Conversation Analyst

        Nov 2019 - May 2022

    • Gen™

      Nov 2022 - now

      • Senior Community Manager l Lean Sigma Black Belt Certification l Mentor

        Feb 2023 - now

      • Senior Community Management Specialist l Lean Sigma Black Belt Certification l Mentor

        Nov 2022 - now

  • Licenses & Certifications

    • English

      CESAE
      Oct 2014

    • Health and Safety at Work

      CESAE
      Oct 2014

    • Stocks Manager

      Apr 2003

    • Project Management for Creative Projects

      LinkedIn
      Jun 2019
      View certificate certificate

    • Lean Inventory Management

      LinkedIn
      Jun 2019
      View certificate certificate

    • Lean Six Sigma: Analyze, Improve, and Control Tools

      LinkedIn
      Jun 2019
      View certificate certificate

    • Six Sigma: Green Belt

      LinkedIn
      Jun 2019
      View certificate certificate

    • Project Management Foundations: Quality

      LinkedIn
      Jun 2019
      View certificate certificate

    • Six Sigma: Black Belt

      LinkedIn
      Jun 2019
      View certificate certificate

    • Team Management

      CECOA - Centro de Formação profissional para o Comércio e Afins
      Apr 2015

  • Honors & Awards

    • Awarded to Liliana P.
      Award Reclame Aqui 2024 Norton Dec 2024 Norton - Winner Prize in Software Cathegory
    • Awarded to Liliana P.
      Award Reclame Aqui 2021 Reclame Aqui Brazil Dec 2021 NortonLifeLock - Winner Prize in Software Cathegory - Excellent Customer Support
    • Awarded to Liliana P.
      Award Reclame Aqui 2020 - Dec 2020 NortonLifeLock - Winner Prize in Software Cathegory - Excellent Customer Support Provided
    • Awarded to Liliana P.
      Ace Award NortonLifeLock July 1, 2020
    • Awarded to Liliana P.
      Award Época Negócios Reclame Aqui - Brazil Prémio Época Negócios Reclame Aqui November 1, 2019 NORTON - Winner Prize in Software Cathegory - excellent customer support provided
    • Awarded to Liliana P.
      ACE AWARD - Aug 2019
    • Awarded to Liliana P.
      Silver Stevie Award @TheStevieAwards Jun 2017 Norton Social Customer Care team was recognized externally with the Silver Stevie Award for Best Twitter Feed. The judges were impressed with their use of Twitter and how they weren't using it for Marketing, but were using it to find customers who need help and supporting them. Over the years, this team has grown in popularity externally and being known for our quick response times, and helpful information, and has branded themselves as the leaders in Social Media Customer Care, far surpassing… Show more Norton Social Customer Care team was recognized externally with the Silver Stevie Award for Best Twitter Feed. The judges were impressed with their use of Twitter and how they weren't using it for Marketing, but were using it to find customers who need help and supporting them. Over the years, this team has grown in popularity externally and being known for our quick response times, and helpful information, and has branded themselves as the leaders in Social Media Customer Care, far surpassing our competitor. However, this reputation is maintained daily by each and every agent helping customers on Social Media and showing customers they genuinely care about them. Without the entire response team's efforts, the Norton Social Media Customer Care team would not be recognized as the leaders they are today. Show less
    • Awarded to Liliana P.
      Prize of Customer First Awards 2017 Norton from Symantec Apr 2017