Joana Malafaya

Joana Malafaya is a seasoned professional in customer experience management with extensive experience in leading teams and optimizing service processes. Currently serving as the Senior Customer Experience Manager at bolttech since September 2021, Joana focuses on designing customer service processes, managing outsourced service center relationships, and leveraging data to enhance the customer experience. Previously, Joana worked at RHmais/Vodafone from 2000 to April 2019, where notable roles included Business Contact Centre Coordinator/Manager, leading a team of 150, and ensuring service levels across various business areas. Joana also held positions at Linde and Vodafone, ultimately building a strong foundation in customer service and management beginning with early roles in hospitality and public relations. Joana's educational background includes degrees in Hotel Management and advanced training in Coaching and Contact Centers Management.