André Marques

Experience

• 

  Altice Portugal

  Oct 2013 - Mar 2018

  Customer Service Agent

  • Customer Churn and Loyalty Specialist• Managed a large influx of calls on a daily basis with high average review grades• Handled customer inquiries about services, invoices, promotional offers, and product malfunctions• Developed the ability to understand the needs of each customer and to be able to adapt to different types of people and their needs

• 

  Bitsight

  Apr 2018 - now

  • Work collaboratively with Account Management, Sales, Product, and Engineering teams to refine customer experience with BitSight Insurance products• Address technical data requests by Insurance customers related to BitSight Insurance products (such as API integrations and custom reports)• Support Insurance Solutions Managers in onboarding new customers• Provide technical support to Sales, including during the POC process• Support the Product team by identifying and communicating inefficiencies in processes that are designed to bring the customer value• Monitor performance metrics and platform use Show less • Manage operational workflows across different partner categories• Work cross-functionally between Product Management, Legal, Finance, and other internal stakeholders to support partner relationships• Create and automate various reports that show the team's progress as well as to communicate business status to other stakeholders• Assist in the execution of new potential experimental partner relationships• Assist the Strategic Partnerships Manager in the remediation of issues and inbound requests from partners and partner customers Show less

  • Product Analyst

    Feb 2023 - now

  • Insurance Solutions Analyst

    Feb 2022 - Mar 2023

  • Data & Operations Analyst for Strategic Partnerships

    Mar 2020 - Feb 2022

  • Quality Assurance Technician

    Nov 2018 - Feb 2020

  • Technical Researcher

    Apr 2018 - Nov 2018