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I am Joana Palma, a dynamic and results-driven professional known for leadership, client relationship management, and cross-functional collaboration. I have a proven track record of driving process improvements, delivering impactful business results, and building strong relationships with team members. I am excited to leverage my expertise in internal documentation management, quality analysis, and customer support leadership to support organizational success, with a focus on efficient procedures, documents, and workflows.…I am Joana Palma, a dynamic and results-driven professional known for leadership, client relationship management, and cross-functional collaboration. I have a proven track record of driving process improvements, delivering impactful business results, and building strong relationships with team members. I am excited to leverage my expertise in internal documentation management, quality analysis, and customer support leadership to support organizational success, with a focus on efficient procedures, documents, and workflows.

Joana Palma

Audio Transcriber, Actress, Project Manager, +7

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I am Joana Palma, a dynamic and results-driven professional known for leadership, client relationship management, and cross-functional collaboration. I have a proven track record of driving process improvements, delivering impactful business results, and building strong relationships with team members. I am excited to leverage my expertise in internal documentation management, quality analysis, and customer support leadership to support organizational success, with a focus on efficient procedures, documents, and workflows.…I am Joana Palma, a dynamic and results-driven professional known for leadership, client relationship management, and cross-functional collaboration. I have a proven track record of driving process improvements, delivering impactful business results, and building strong relationships with team members. I am excited to leverage my expertise in internal documentation management, quality analysis, and customer support leadership to support organizational success, with a focus on efficient procedures, documents, and workflows.

Available to hire

I am Joana Palma, a dynamic and results-driven professional known for leadership, client relationship management, and cross-functional collaboration. I have a proven track record of driving process improvements, delivering impactful business results, and building strong relationships with team members.

I am excited to leverage my expertise in internal documentation management, quality analysis, and customer support leadership to support organizational success, with a focus on efficient procedures, documents, and workflows.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

Portuguese

Fluent

English

Advanced

Spanish; Castilian

Advanced

French

Intermediate

Work Experience

Team Leader at OM Digital Solutions

June 2, 2022 - Present

Team Leader in Customer Support for the EMEA and Americas imaging business (cameras, lenses, binoculars and non-professional audio products). Led a cross-regional support team, focused on improving response times, achieving service levels, and driving customer satisfaction. Coordinated with product, sales and engineering teams, implemented process improvements, and maintained internal/external quality documentation. Responsible for staffing, training and performance management to meet business objectives.

Customer Technical Support at Olympus

June 1, 2017 - May 1, 2022

Provided technical customer support for imaging products (cameras, lenses, binoculars and non-professional audio equipment). Handled complex inquiries, documented issues, escalated when needed, and contributed to ongoing support process improvements.

Customer Support at Manpower Group (MEO)

September 1, 2013 - March 1, 2017

Customer support for imaging business; supported EMEA & Americas teams, handling inquiries related to cameras, lenses and related products; contributed to process improvements and customer experience.

Audit and Quality Report at Randstad

November 1, 2011 - December 1, 2016

Audit and quality reporting for shopping centers in Coimbra; collaborated with internal teams to ensure standards and optimize processes.

Customer Support at Banco BPI

May 1, 2011 - December 1, 2011

Customer support in a banking environment, assisting customers with inquiries and service requests.

Event and Product Promotion at Various (Lisbon/Coimbra)

December 1, 2009 - December 1, 2012

Promoted events and products, supporting promotional campaigns and brand activities across Lisbon and Coimbra.

Event and Product Promotion at Promotions (Freelance)

December 2, 2009 - December 2, 2012

Promotion activities for events and product launches across Lisbon and Coimbra.

Audit and Quality Reports at Randstad

November 2, 2011 - December 2, 2016

Audit and quality reports for shopping centers in Coimbra.

Client Support at MORE (formerly Q21)

October 2, 2012 - Present

Client support across all countries for MORE (formerly Q21).

Customer Support (Business) at Manpower Group (MEO)

September 2, 2013 - March 2, 2017

Business customer support for Manpower Group (MEO) in Coimbra.

Team Leader Customer Support at OM Digital Solutions

June 2, 2022 - Present

Team leader in the Customer Support team for EMEA and Americas for imaging business (camera, lenses, binoculars, and non-professional audio products) at OM Digital Solutions.