Lead LMS Support Consultant (Program Manager)
LinkedIn Marketing Solutions
- Program and project management for LinkedIn Marketing Solutions.
José Miguel Cardoso de Almeida
Delgany
Summary
Results-oriented Program Manager enthusiastic about taking on new challenges. Successful at developing innovative strategies to capitalize on dynamic market conditions. Strategic planner and clear communicator with an adaptable approach. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Work History
Senior LMS Support Consultant
- Responsible for daily operations and leading a the LMS Pages EMEA team of 6 to 10 members
- Project management role for various global initiatives to improve operations, work processes and provide reporting and learnings to LMS leadership and our Product team
- Responsible for escalations for Company Pages, Career Pages and other Marketing and Talent Solutions products
- Responsible for mentoring, quality evaluations and coaching in the LMS Support team
- Also responsible for educating across all departments and organizations in LinkedIn on Company Pages and related products.
Senior LTS Support Specialist
- Responsible for escalations for Company Pages, Career Pages and other Talent Solutions products
- Responsible for mentoring and coaching in the LTS Support team
- Also responsible for educating across all departments and organizations in LinkedIn on Company Pages and related products.
LTS Support Specialist
- 03.2018
- Provided support for LinkedIn Talent Solutions corporate clients and internal escalations in various languages (Portuguese, Spanish, French and German)
- Company Pages Specialist dealing with all Company and Career Pages queries and escalations.
Company Page Specialist
- Provided support for LinkedIn members and staff on Company Pages issues and queries
- Worked arduously in developing projects and reports to educate LinkedIn staff and to streamline processes and procedures
- Dealing with corporate escalations and serving as a Company Pages strategist for LinkedIn's corporate clients to help them best promote their brands on LinkedIn.
Customer Experience Advocate (Portuguese)
- Customer Experience Advocate working in Portuguese and English queries and occasionally working Spanish, French and Italian queries
- Volunteered constantly for mentoring and to help new hires, especially our Brazilian Portuguese starters
- Part of a QA pilot to understand the best practices of top performers
- Won the 2013 GOSCAR award for results and presented a project for a Customer Advocate Champion role to management.
CS Team Leader
Pocket Kings, Ltd.
Cherrywood, Dublin 18
- 11.2011
- Responsible for a team of 55-75 agents
- Coaching and training the agents to achieve targets set by Management
- Producing reports and data on team productivity
- Managing the team to achieve targets and goals set by Management
- Presenting solutions to issues affecting the website or customer service
- Maintaining SLA on the phone lines.
CS Support Agent (Portuguese)
Pocket Kings, Ltd.
Cherrywood, Dublin 18
- CS Agent for the Portuguese market
- Also worked in various other language queues, especially Spanish
- Trained and proficient in all fields of services in the Customer Service department
- Trained temporary agents on the Night Shift
- Worked on the CS-QNT (Quality and Training) for 6 months
- Worked as a VIP Point of Contact (POC) for the VIP Black Card program.
Sales and Client Service Agent (Portuguese)
Barclaycard International
Dublin 18
- Sales and Client Service Agent for the Portuguese market
- Also worked in the Internet requests and queries department, the Complaints Department, and in outbound calls for missing information
- Part of the Applications Team that reviewed new applications for financial services.
Journalist and Editor
Editora Serràvista
Seia
- Worked as a journalist, sales representative, and online editor for a publishing company
- Ran the website and was an editor of content
- Also did some administrative work.
Journalist and sales manager
Jornal do Centro
Viseu, Portugal
- Collaborated as a journalist and sales manager for a weekly newspaper.
Translator
Centre for Social Studies (CES)
University of Coimbra
- Translation work for the Centre for Social Studies (CES) of the University of Coimbra.
Free-lance translator and journalist
Portugal
- Free-lance translator and journalist in Portugal.
Head Sociologist
Sertã, Castelo Branco
- Participation in a development project as head sociologist and researcher in the region of Sertã, Castelo Branco, dealing with the integration and problems of Eastern European immigrants.
Head Sociologist
Sertã
- Head sociologist and researcher for a development project financed by the program EQUAL, done in Sertã, empowering local women through the constitution of a communal company.
Head Sociologist
Seia
- Participation as head sociologist, researcher, and project co-ordinator in a development project for the gypsy community of Seia.
Store owner/manager
Vinhos e sabores
Seia, Portugal
- Partner in a small store specialized in regional products
- Responsible for communications, public relations, closing deals with local producers, and dealing with distribution chains.
Volunteer
Portugal
- Volunteer work for Amnesty International and other non-governmental organizations in the field of human rights
- Volunteer researcher for the Centro de Estudos Sociais (Social Studies Centre) for the University of Coimbra.
Education
Master of Science - Development Sociology
University of Coimbra
Coimbra, Portugal01-2004
Bachelor of Arts - International Relations And Affairs
University of Coimbra
Coimbra, Portugal06-2000
Skills
- Training and coaching
- Empathy and patience
- Teamwork and Collaboration
- Employee Development
- Customer Service
- Problem-Solving
- Policy Development
- Work Planning and Prioritization
- Continuous Improvement
- Policy Enforcement
- Stakeholder Management
- Customer service understanding
- Portuguese Fluency
- Spanish Fluency
- French Fluency
Place Of Birth
Girabolhos-Seia, Portugal
Portuguese Identity Card Number
12240680
Irish Pps Number
1170268G
Portuguese Drivers License
C-572983 4
Linkedin Profile
https://www.linkedin.com/in/almeidajose/
Other Information
02/2004, Passed written exam, finished 2nd in the competition for Portuguese nationals, Good working knowledge of IT tools (especially Microsoft Office programs - Excel, Word, and PowerPoint - and HTML), Grew up in the United States, lived 17 years in Newark, New Jersey, Served 9 months in the Portuguese Special Forces (Rangers) from September 1995 to June 1996. Served in the UN IFOR peacekeeping forces stationed in Sarajevo, Bosnia-Herzegovina from January to June 1996., Literature, music, the Internet, movies, various team sports, surfing, aikido, and traveling
Personal Information
- Date of Birth: 10/03/1976
- Nationality: Portuguese
Languages
- English
- Portuguese
- Spanish
- French
- Italian
References
- Paul Daly, Senior Manager - LinkedIn Talent Solutions, LinkedIn EMEA Head Office, Gardner House, 2 Wilton Place, Dublin 2, Dublin, padaly@linkedin.com, (087) 2813513
- Bodo von Berkel, Senior Customer Service Supervisor, Pocket Kings, Ltd., Cherrywood Retail Business Park, Cherrywood, Dublin, Dublin 18, beaudos@eircom.net, 0866087498
- Alberto Carlos Gomes Pais Oliveira, Back Office Team Leader, Portuguese CS, Ballymoss House, Sandyford Industrial Estate, Dublin, Dublin 18, albertocarlos.gomespaisoliveira@barclaycard.co.uk, 0863786234
- Jose Manuel Pureza, College Professor and Researcher, Faculdade de Economia, University of Coimbra, Centro de Estudos Sociais Laboratorio Associado, Coimbra, Coimbra, 3001-401, jmpureza@yahoo.com.br, 00351962471130
Timeline
Lead LMS Support Consultant (Program Manager)
LinkedIn Marketing Solutions
Senior LMS Support Consultant
Senior LTS Support Specialist
LTS Support Specialist
- 03.2018
Company Page Specialist
Customer Experience Advocate (Portuguese)
CS Team Leader
Pocket Kings, Ltd.
- 11.2011
CS Support Agent (Portuguese)
Pocket Kings, Ltd.
Sales and Client Service Agent (Portuguese)
Barclaycard International
Journalist and Editor
Editora Serràvista
Journalist and sales manager
Jornal do Centro
Translator
Centre for Social Studies (CES)
Free-lance translator and journalist
Head Sociologist
Head Sociologist
Head Sociologist
Store owner/manager
Vinhos e sabores
Volunteer
Master of Science - Development Sociology
University of Coimbra
Bachelor of Arts - International Relations And Affairs
University of Coimbra
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