Margarida Nunes

• · Automated performance and SLA dashboards (Excel + Qlik Sense + Power BI), cutting manual effort by 35% and improving accuracy of client reports.

• · Designed standardized KPI report templates reducing preparation time by 40%.

• · Conducted service delivery, service assurance and incident tickets audits that decreased client escalations by 20%.

• · Created infrastructure reports (capacity / utilization) with 100% data accuracy for Service and Contract Managers.

• · Calculated credit SLAs for contracted services, supporting financial accountability and customer satisfaction through accurate service-level tracking and compensation reporting.

• · Led pricing-strategy redesign increasing margin by 15% and PPC optimization lowering CPA by 20%.

• · Coordinated Agile product rollouts, achieving 95% on-time delivery.

• · Built BI dashboards to track campaign ROI and customer acquisition.

• · Collaborated in Agile projects using JIRA & Confluence, aligning service, finance, and IT stakeholders.

• · Delivered analytical reporting on engagement metrics (+25% LinkedIn reach).

• · Supported executive communication with EU institutions and cross-departmental data projects.