Stuart

Head of Account Management

Senior Key Account Manager

Senior Operations Manager - UK Onboarding & Fraud Resolutions

- Introduced robust management processes and led from the front
- Expanded team from 3 to 7 DRs to deliver 100% Investigation rates on potential fraudulent activity
- Driving efficiencies in the team through cross training, effective KPIs and automation has led to a 2x increase in team output within the last 6 months
- Fostering an environment of progression and continuous improvement, both of our people and our processes
- Leading Sustainability projects within Quality that reduce UK Fleet emissions
- Annualised savings of £0.5 million through targeted preventative fraud measures
- Delivering overall reduction of fraud incidence within Stuart fleet via improvements in Machine Learning models accuracy, improved reporting, increased team efficiency, and strategic regional projects.

Operations Manager - Quality & Fraud

TikTok

- Managed a team of 17 direct reports, including 2 advisors. Also responsible for managing an outsourced site which increased Headcount by 165% during H2.
- Led a collaborative project with Global Partnerships Team to build a fully automated data reporting dashboard that covered all Markets with an Outsourced Team for TikTok Round 2. Personally built the dashboards using our Datapower platform.  
- Actively participated in the development of my direct reports via Personal Development Plans, Mock Interviews, Interview best practice workshops, among other initiatives. For Q1 2021, 3 of my direct reports were promoted within the Trust and Safety Department.
- Heavily involved in the recruitment, and scaling of the Italian Moderation team. Carried out more than 40 interviews over the last 6 months, nearly doubling Headcount for our market during the same period.

Operations Team Lead - Trust & Safety

Tripadvisor

•	Managed a team of 10 direct reports, and 20 overall for both the Vacation Rentals and Bokun brands of TripAdvisor.
•	Collaborated effectively with product development, and engineering teams in order to develop internal tools that improved efficiency, and turnaround times.
•	Led Award-Winning Customer Service Team within our category in 2020, according to Newsweek.
•	Assumed ownership of frontline Customer Service team for a B2B E-Commerce tool (Bókun) which has been amongst the largest drivers of experiences bookings for OTAs globally.
•	Carried out over a dozen interviews, and participated in cross-department interview panels during recruitment periods.

Customer Care Team Lead

Liaised with key stakeholders including the Management, Product, Legal, and PR teams to ensure customer satisfaction of high priority and complex complaints
Provided routine reports via Salesforce to ensure problem trends are identified and resolved in a timely fashion
Proactively identified improvements in product and service levels
Employed creative problem solving and negotiation skills to identify, explain, and apply the most effective customer solution

Senior Customer Relations Executive

Customer Relations Executive

Ultra Pilot Aviação Civil

Responsible for collaborating with Financial, Public Relations and Customer Relations departments.

 Managed the creation of monthly expense and expenditure reports. Digitalized all of the financial departments operations; integrating files within the cloud and facilitating the creation of future financial spreadsheets by making all necessary information quickly accessible by all.

 Responsible for Customer Relations activities, dealing with clients from countries such as England, United States, Italy, Argentina, among others, daily.

Manager

Silverside Group

Managing all aspects of the company: Financial, Marketing, Client Relations, etc.
Working closely with the CEO in every single venture the company has been a part of, over 50 contracts established within the past 2 years in the Oil Business (Diesel, Jet Fuel, Petroleum Coke, Residual Crude)

Executive Assistant to CEO

Dedicated and customer-focused professional with years of hands-on experience in customer success, project management, operational excellence, and team leadership. Highly resourceful, with a successful track record of improving brand image, maximizing margins, increasing customer satisfaction levels, as well as coaching and developing teams. Possesses the ability to deliver strategic direction in identifying potential business opportunities, optimizing revenue within the product life cycle, and driving positive change. Familiar with Lean and Agile methodologies. Multilingual in English, Portuguese, and Spanish; intermediate in Italian.

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