Diana Coelho's Email Addresses & Phone Numbers

I am an enthusiastic team-player, customer-oriented and analytical professional who developed a high interest in Data Analysis and Business Communications. I have gained experience in different roles over the last years involving client facing, market analysis and business operations in both Media Communications and Sales departments. I am currently working at Service Source as a Customer Relations...

I am an enthusiastic team-player, customer-oriented and analytical professional who developed a high interest in Data Analysis and Business Communications. I have gained experience in different roles over the last years involving client facing, market analysis and business operations in both Media Communications and Sales departments. I am currently working at Service Source as a Customer Relations Account Specialist supporting the existing market research for customer insights and technical analysis in EMEA. I am used to quickly adopt new process methodologies and share best practices in fast pacing environments with tight deadlines and high-standard work. I am currently attending a Higher Diploma in Data Analytics at National College of Ireland where I am developing my technical and statistical skills in business and data analysis.Customer Service Account Specialist @ This position supports the existing market research for customer insights analysis in EMEA and is key to maintain client satisfaction throughout the contractual renewal process. Insights reports and follow up calls with clients are targeted in a quarterly basis. Reporting to the EMEA Geospatial renewals Manager, I currently look after the UK, South Africa and Netherlands. - Getting actively involved in improving/defining solutions for new processes and presenting them at the management level. - Prepare and communicate accurate forecasts with pipeline reports and self-manage weekly goals. - Building strong key relationships with existing clients at a management level (CEO’s, CTO’s, project managers, technical teams, etc.) by driving regular health checks and problem-solving conversations. - Improving customer retention and increase business predictability by identifying client’s needs and expectations – including identification and negotiation of opportunities for up-sell or cross-sell. - Engaging with official partners and channel managers communicating in a weekly/monthly basis for account’s updates or sales strategies. - Answering technical queries and providing close support on new projects to ensure that the client leverages products and services effectively and efficiently. - Go-to-person in the team for data analysis and account assignments in a quarterly basis and creation of target/results dashboards in SFDC. From January 2014 to Present (2 years) Operations Services Analyst @ Reporting directly to Sales Managers and providing support to two Sales teams, responsible for daily sales reports, SDFC administration and CRM training (staff and new hires). - Liaise with Data Services team and Sales Operations team in order to achieve high standards of reporting and analysis. - First point of contact for CRM training documents and training delivery (onsite to new staff and new hires). - Working together with the Development team identifying bugs and suggesting CRM improvements. - Team representative in sales weekly meetings outlining priorities/tips and relevant updates. - Managing and assisting the sales team with escalations. - Involved in numerous Process Improvement Projects. - Preparing documents and presentations for meetings. - Updating client databases & Data entry. From November 2012 to December 2013 (1 year 2 months) Technical Support Analyst @ Providing technical support and troubleshooting for HP users through inbound calls and inbound emails from Iberia and Hispanic-American countries. - Providing support to Portuguese and Spanish helps desks ensuring SLA’s are met. - Resolve, identify and escalate critical technical issues. - Following procedures/checklists and updating support documentation. - Analyze user support statistics/data and recommending appropriate measures. - Remote troubleshooting: MS Windows, MS Office, Business applications (i.e. SAP, Lotus Notes), etc. From May 2012 to November 2012 (7 months) Marketing & Media Communications Assistant (Internship) @ - Responsible to create new partnerships and maintain a good working relationship with suppliers and customers. - Assisted with new stores launches developing internal and external sales materials. - Market research for customer satisfaction analysis and quality purposes. - Implementation of new procedures and creation of support documents. From January 2012 to April 2012 (4 months) Porto Area, PortugalSales Assistant @ - Identification of customer needs, complaints management and customer retention. - Managed and upgrade sales using different techniques (Cross and up-selling). - Warehouse management and merchandising techniques. From November 2008 to January 2011 (2 years 3 months) Porto Area, PortugalHigher Diploma in Science in Data Analytics, Data Analytics @ National College of Ireland From 2015 to 2016 Bachelor of Science (B.S.), Business, Valencia University @ Universitat de València From 2011 to 2011 Bachelor of Science (B.S.), Business Communications, Porto University @ Instituto Superior de Contabilidade e Administração do Porto From 2008 to 2011 Diana Coelho is skilled in: Microsoft Excel, CRM, Salesforce.com, Sales Operations, Fast Learner, Customer Service, Training, SAP, Presentation Skills, Troubleshooting, Data Analysis, SPSS, Python, MySQL, Public Relations