Luciana Negrini Novais

As Process Executive at Microsoft, I am responsible for developing and executing processes that support the company's business partners. I have a strong understanding of business processes, as well as experience with auditing and analysis. I am skilled at managing the process improvement lifecycle, from identifying opportunities to implementing and monitoring changes. I am also an excellent communicator and team player.

Key Responsibilities:

• Deliver first-class customer service to internal and external stakeholders across EMEA
• Review and validate agreements and orders related to Microsoft Business VL programs (OV & OVS) in EMEA, ensuring compliance with legal and SOX requirements
• Manage and optimize processes, identifying improvement opportunities and implementing changes
• Audit contracts and invoices to ensure compliance with company policies and procedures
• Collaborate with global teams to resolve issues and enhance customer experience
• Consistently meet tight deadlines and KPIs in high-pressure environment
• Produce accurate reports and statistics for performance tracking and analysis

• Delivering efficient, effective, and consistent customer service to clients, with a focus on maintaining a high-quality Micro Kitchen experience.
• Collaborated with team members to support their responsibilities while adhering to company policies and procedures.
• Ensured compliance with health and safety regulations, food hygiene standards, and Food Program expectations.

During my time studying English in Dublin, I took on a caregiving role for older people. This experience not only gave me the opportunity to improve my English but also developed my interpersonal skills, particularly empathy, as I engaged with a diverse range of individuals. As a frontline healthcare worker, I persevered through the pandemic, providing support to vulnerable members of Dublin community.

• Conducted in-depth analysis of health plan contracts for small and medium-sized companies
• Managed company and beneficiary registrations, ensuring accurate data collection and processing
• Collaborated with service providers and internal teams to ensure efficient operations
• Contributed to strategic plans and expansion initiatives, demonstrating innovative thinking
• Conducted customer satisfaction research and provided exceptional customer service support

• Led customer service efforts, monitoring competitors and conducting market research
• Produced detailed reports to support data-driven decision-making
• Contributed to expansion projects and coordinated corporate events
• Collaborated with sales team to implement marketing strategies and enhance overall sales efforts