Schwaigrova, 6 , Australia

Date and Place of Birth: 30.06.1976, Viseu - Portugal Nationality: Portuguese Marital Status: Single Strong coordinator and leader Effective and positive team player Effective listener/communicator and fast diligent learner Productive worker under pressure, and highly motivated. …………………………………………………………………………………………………………………….......

Feb 2010 - Feb 2010

2010 to date IBM Delivery Centre Brno – Czech Republic cPMO – Project Management, Project Office Administration support functions, supporting the portfolio/account by taking minutes, tracking actions, risks and issues, project management support, analysis functions and recommendations that provide significant value to the project manager, booking meetings and handling project communications reporting on project and program status, creating and updating reports, presentations, financial and deployment plans and forecasts, maintaining program team rooms and databases, carry out procurement activities, provide backup to other team members and provide admin support to the program as required, be able to adapt and perform within a high pressured, constantly changing project driven environment, ability to deal with project finance and control. …………………………………………………………………………………………………………………….......LANGUAGES Mother tongue: Portuguese Portugal Excellent Portuguese Brazil Excellent English, spoken and written fluently. Excellent Spanish, spoken and average written. Average knowledge of French, and Czech …………………………………………………………………………………………………………………….......OTHER For IBM/SAPA Project in Sintra-Lisbon PortugalJOB-RELATED Skill transfer of new Portuguese helpdesk for Delivery Centre, Brno.ACTIVITIES 01/03/2010 – 29/03/2010 For IBM/YARA Project in São Paulo Brazil Support and training of new Portuguese speaking helpdesk in Brazil. ……………………………………………………………………………………………………………………....... Drivers license since 1994 ……………………………………………………………………………………………………………………....... Cell: +420.774.148.021 | E-mail: pedroalegria1@gmail.com

Jan 2009 - Jan 2010

IBM Delivery Centre Brno – Czech Republic Quality Service Coordinator Full time Service Coordinator, daily report to team leaders telephony stats, FCR, tickets analyzes – finding improvement in needed areas, defect preventiv, conf. calls with project team, coordinating of all info from incident Management, co-ordinate all aspects of account specific deliverables, support the delivery of cost effective, standard customer measurements in line with contracted commitments, support account planning/strategy, input to security and audit compliance, reviews & actions, help provide leadership and direction to the Service Delivery teams, work with the DPM and Service Delivery Manager to maintain/improve the level of service quality and service delivery performance, help manage service to contract, SLAs, dates and performance measures, communicate alert notification explanation/clarification, ensure communications on day-to-day service operations, communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues, help develop service action plans based on root cause analysis, trends and customer inputs, provide/manage continuous improvement of all services provided and identify alternatives/options to these services, participate in process improvement with the agreed IBM/business areas, provide timely and accurate Internal reporting.

Jan 2008 - Jan 2009

IBM Delivery Centre Brno – Czech Republic Focal Point Position Responsible for small team, make sure that the Service Level agreements are not breached, primary point of contact for customers, approving changes Responsible for ensuring that companys customers receive an adequate level of service or help with their questions and concerns. apply: good communication, listening, and problem-solving skills.

Jan 1995 - Jan 2006

Exporfuro – Exploraçao de Água, lda. – Viseu - Portugal Dealing with client and supplier accounts, stock management, calculation of budgets for swimming pools, and estimation of all costs involved, registering daily entries, Administrative tasks. 2007 IBM Delivery Centre Brno – Czech Republic Customer Service Representative Daily communication with customers shared environment, answering calls and emails concerning customers products efficiently and accurately for English speaking customers, advising and guiding customer regarding the use of a broad range of products, and providing with the potential resolutions and their implementations, following a standard call flow and problem handling process, verifying entitlement and performing problem determination, resolving and closing the problem or routing the incident to the appropriate level of support, using technical tools and resources to support the customer, playing key role in overall customer satisfaction, ensure consistent productivity and quality of service, meet SLAs and individual KPIs, ensuring that all tickets are logged and assigned according to the accounts, handlingEXPERIENCE any Severity 1 & 2s appropriately, handling any frontline technical queriesCONT. and fix or log them appropriately accurately, reflecting content of the call, handle and assist OSS with problem, determination, escalate queries when required to appropriate personnel, minimizing outbound call duration and quantity, monitoring ticket queues, applying end to end ticket and call handling expectations of account, escalating any issues as soon as they arise to the appropriate contact, identifying knowledge management gaps and drive closure.

Jan 1970 - Jan 1970