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I'm an experienced operations and customer support professional with a strong background in coordination, onboarding, documentation, and internal processes. I thrive in collaborative, multicultural environments and am known for reliability, structured thinking, and calm contributions to teams. I excel at stabilizing operations and improving day-to-day workflows, and I am seeking temporary or contract roles with a balanced scope and clear structure. I'm open to roles in operations support, project support, internal coordination, or customer operations support (non-frontline).…I'm an experienced operations and customer support professional with a strong background in coordination, onboarding, documentation, and internal processes. I thrive in collaborative, multicultural environments and am known for reliability, structured thinking, and calm contributions to teams. I excel at stabilizing operations and improving day-to-day workflows, and I am seeking temporary or contract roles with a balanced scope and clear structure. I'm open to roles in operations support, project support, internal coordination, or customer operations support (non-frontline).

Joana Monteiro

Project Manager, Production Manager, Production Coordinator, +2

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I'm an experienced operations and customer support professional with a strong background in coordination, onboarding, documentation, and internal processes. I thrive in collaborative, multicultural environments and am known for reliability, structured thinking, and calm contributions to teams. I excel at stabilizing operations and improving day-to-day workflows, and I am seeking temporary or contract roles with a balanced scope and clear structure. I'm open to roles in operations support, project support, internal coordination, or customer operations support (non-frontline).…I'm an experienced operations and customer support professional with a strong background in coordination, onboarding, documentation, and internal processes. I thrive in collaborative, multicultural environments and am known for reliability, structured thinking, and calm contributions to teams. I excel at stabilizing operations and improving day-to-day workflows, and I am seeking temporary or contract roles with a balanced scope and clear structure. I'm open to roles in operations support, project support, internal coordination, or customer operations support (non-frontline).

Available to hire

I’m an experienced operations and customer support professional with a strong background in coordination, onboarding, documentation, and internal processes. I thrive in collaborative, multicultural environments and am known for reliability, structured thinking, and calm contributions to teams.

I excel at stabilizing operations and improving day-to-day workflows, and I am seeking temporary or contract roles with a balanced scope and clear structure. I’m open to roles in operations support, project support, internal coordination, or customer operations support (non-frontline).

Language

Portuguese

Fluent

English

Fluent

Spanish; Castilian

Advanced

French

Fluent

German

Beginner

Italian

Beginner

Work Experience

Head of Customer Service Europe at Schott Pharma

August 1, 2023 - July 1, 2025

Supported onboarding of a new system rollout; designed and maintained user guides, training materials, and process documentation; facilitated virtual and in-person training sessions for internal users across functions; improved knowledge sharing and training workflows across departments; contributed to operational stability during a period of change.

Head of Advisor & Customer Support at Vorwerk Group

October 1, 2020 - July 1, 2023

Supported onboarding and development of internal and external teams; acted as coordination point between operations, HR, L&D, and support functions; helped restructure service processes and documentation; provided coaching and informal guidance to managers and teams; contributed to process improvements, reducing escalations by 20–25%.

Customer Support & Experience Manager at AwayCo

January 1, 2019 - April 1, 2020

Supported onboarding of remote teams across Europe; developed instructional and support materials; assisted with global training sessions; contributed to ensuring clarity and consistency in customer support operations.

Head of Member & Customer Support at VistaJet

February 1, 2014 - December 1, 2018

Supported large multicultural service teams in structured environments; delivered workshops and coaching related to communication and service quality; contributed to role clarity, onboarding, and team alignment initiatives; partnered with internal stakeholders to support consistent service delivery.