JANA BORACINI · Team Lead, Operations & Project Manager
Jana Boracini
Project Manager
Phone:
(650) 454 4717
Email:
Location:
US Remote (sitting in CO)
LinkedIn:
A Bit About Me
I'm a focused and motivated manager with 12 years of experience. I successfully created and launched projects to innovate positions and departments. I enjoy roles that give me opportunities to teach and learn from others while I wear different hats.
Skills
Team Leadership · Management · Business Planning · Data Analysis · Project Management · SCRUM
Software as a Service (SaaS) · Tableau · JIRA · Asana, Monday Board & Trello · Google Suite & Microsoft Office
Work Experience
Oct 2020 - April 2023
Team, Operations and Project Manager
United States · Full Time · Remote
In October 2020 I started a new position focusing on team, operations and project management where I had the opportunity to develop my analytical skills.
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Over the course of 2.5 years, I directly 3 managed, conducted performance evaluations and provided constructive feedback sessions to increase employee and customer satisfaction.
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I often communicated with 50 global teams to review incoming traffic, report trends and product issues; collaborated with stakeholders by analyzing Contact Center data; and developed, launched and managed productivity and efficiency projects, making strategic decisions to resolve operational challenges.
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One of my biggest projects took place in 2021, where I created and delivered workshops focused on teams’ hard and soft skills goals which increased customers’ retention and resulted in 95%+ Customer Satisfaction.
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In 2022 I showcased top-notch cross-functional team leadership skills by working with another 7 Customer Care managers (out 104 managers) that were specially chosen by the Head of Customer Care Operations to work on the launch of a new Proof of Concept project.
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I also helped the organization grow by interviewing 100+ candidates and recruiting ~50 Customer Care Specialists in North and Central America. I provided guidance throughout their Wix journey, which resulted in consistent 92%+ Customer Satisfaction.
Jan 2020 - Oct 2020
Learning and Development Manager
California, United States · Full Time · Remote
In January 2020 I was invited by the Head of Customer Care alongside with another 15 specialists in the US (out of 300 peers) to help innovate the customer service department by moving it from reactive customer support to proactive customer care.
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I successfully led customer-centric projects from creation to completion, which resulted in +15% Customer Satisfaction (from 85% to 98%) in 10 months. In addition to it, I hosted training sessions to 90 senior support agents and 8 senior support managers, where the focus was soft skills, growth mindset and our UX/CX goals as a company.
I too was responsible for the creation of onboarding trainings, identification of issues in existing training materials and uncovering of solutions to close gaps. I dove deep into performance metrics to evaluate learning goals with business stakeholders to produce and install learning plans.
Oct 2018 - Jan 2020
Owl Translations
Jun 2014 - Oct 2018
Prime Language
Center
Jun 2013 - Feb 2016
Access School
Aug 2011 - Jul 2013
Knowledge Base Lead and Product Specialist
San Francisco, California, United States · Full Time · On-site
In 2018 I took a leap in my career and joined Wix to lead the Knowledge Base Portuguese Team and work as a Product Specialist.
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I'm proud of having improved our KB team’s structure recruiting and training new translators. I optimized our library content as I investigated Portuguese and Brazilian audience data and worked with my team to bring the best experience to our users by translating and localizing 800 help center articles and creating another 300, which resulted in an increase of market visibility and customer retention.
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As a Product Specialist I developed, delivered and supervised ~30 in person and online training sessions to 100+ in-house employees in the US and EMEA and daily provided real-time assistance to ~100 agents with product and market issues. I was also responsible for managing escalation processes (Tier 2 and 3) from initiation to resolution, ensuring alignment with the Quality Assurance and Developers teams.
Co-Founder and Translator
São Paulo, Brazil · Self-employed · Remote
I founded Owl Translations in 2014 with three of my best friends when we were in college. As a team, we created social media and digital marketing plan to grow our company’s visibility, as well as managed three social networks to create an online community.
Our biggest accomplishment was retaining great customers such as UNESCO Brazil and local institutions and universities in the São Paulo metropolitan area. We focused our translations on educational and cultural texts.
Co-Owner and General Manager
São Bernardo do Campo, São Paulo, Brazil · Self-employed · On-site
Prime was founded in January 2013. Our focus was private and small group classes.
I started at the company as an English teacher and 5 months later I was invited to be one of its 3 co-owners and help grow the organization. To accomplish it, I worked on a strategic marketing plan to drive more clients to our business and managed two social networks to attract customers’ attention and retention.
I developed 40 students by emerging them in the American and British cultures, creating and delivering educational programs and increasing their language skills to become A students.
English Teacher
São Bernardo do Campo, São Paulo, Brazil · Full Time · On-site
At Access School I administered ESL (English as a Second Language) classes to all ages to groups of 10-15 students. I hosted monthly 1:1s with students to review individual challenges and achievements.
I worked closely with the school principal and the management team to analyze and improve our best practices by creating a unique methodology focusing on students' interests and profiles.
June 2023 - Present
Marketing Services Project Manager
United States · Full Time · Remote
Modernizing the veterinary industry with smart and effective marketing projects and initiatives.
Education
Microsoft
2023
Career Essentials in Project Management
Project Management and Agile Methodologies.
Cert Prep: Scrum Master
Project Management and Agile Methodologies.
Project Management Institute
2023
University of California, Davis
2021
​Cherry Hill Camden County College
2016
São Paulo Methodist University
2015
Professional Skills for the Workplace Specialization
Emotional and Social Intelligence, Critical Thinking Skills for the Professional, The Growth Mindset, Adaptability and Resilience
Psychology Foundation Specialization
Deep understanding of human learning and memory, sensation and perception, personality, lifespan development, physiological basis of behavior, psychological disorders, social psychology, and human behavior in a social context
Bachelor of Arts: Communication and Linguistics
Public Speaking, Portuguese and English culture and language, Localization based on geolocation, Translation and Interpretation