Pipedrive

Vice President of Customer Support

Global Head of Customer Support 

Uniplaces

VP of Operations

Head of Supply 

HouseTrip

Head of Supply

Managing all Guest oriented Teams – Support, Relocation and Resolution, as well as the Operations Project Management Team, which includes:
- Directly managing 3 Team Leaders and 2 Project Managers, responsible for several Teams of Agents who Support Guests in pre-stay queries, relocate upon Host cancelations and resolve any Guest Claims during/after stay. 
- Also responsible for determining and supervising operation projects related operational process improvements or development of new campaigns.
- Coordinating recruitment in order to create the best team possible to delight and amaze our Guests following up on HouseTrip recruitment policies. 
- Frequently suggesting, implementing and tracking best practices and procedures for Customer Care with Customer Focus, Orientation and extreme Satisfaction as a top priority. 
-Tracking and analysing KPIs, identifying improvement opportunities to increase Satisfaction and Efficiency.

- Training, developing, managing and mentoring the team members to deliver excellence in service and permanent references in Customer Care;
- Measuring and assessing the productivity and performance of the Teams, creating improvement plans to develop individual skills, implementing specific training programs to create excellent performance levels in every team;
- Managing the goodwill budget according to pre-defined policies but also understanding which customers need exceptional compensation and suggesting the amount;

Head of Guest Care

Heading the Resolution Dept, which includes:
•	Managing a Team Leader and a group of Team members responsible for handling Guest Complaints.
•	Coordinating recruitment in order to create the best team possible to delight and amaze our Guests following up on HouseTrip recruitment policies. 
•	Frequently suggesting, implementing and tracking best practices and procedures for Customer Care with Customer Focus, Orientation and extreme Satisfaction as a top priority. 
•	Tracking and analysing KPIs, identifying improvement opportunities to increase Satisfaction and Efficiency.
•	Trainning, developping, managing and mentoring the team members to deliver excellence in service and permanent references in Customer Care;
•	Measuring and assessing the team members providing performance feedback to each team member, creating improvement plans to develop individual skills, implementing specific training programs to create excellent performance levels in every team member;
•	Managing the goodwill budget according to pre-defined policies but also understanding which customers need exceptional compensation and suggesting the amount;

Head of Resolution

Optimus

PMO team member in the Optimus Customer Experience program.

Product Manager at the Customer Experience Management Team

Sonaecom

Project Manager

Customer Experience team Member

I shared the responsibility for the Management of the Customer Experience Area, aiming for maximum Customer Satisfaction through:
- Customer Processes definition, implementation and optimization
- Coordination of the activity of the Customer Support Areas (Call Center, Retention, Invoicing and Collections) and Customer Centers 
- Customer communication and information management

I also shared the responsibility for the definition and set-up of the new Provisioning Processes and Customer Care Procedures.

Customer Experience

Tele2

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:

- Monitoring of Service Level Agreement Values;
- Auditing of both Incoming and outgoing calls- Front Office;
- Auditing of Retention Calls;
- Auditing of written communications;
- Definition and application of processes and procedures related to Customer Service;
- Monitoring Up and Cross Selling Implementation;
- Ensure the exchange of relevant business information on a regular basis to service providers to enable the proper sizing of the Call Center's man power.

Call Centre Coordinator

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:
- Front Office Retention (Residencial and Business Inbound and outbound Calls)
- Written Communications 
- Mailing Center (Incoming and outgoing mail and Archives) 
- Some Outbound Telemarketing Campaigns

Call Center Coordinator in uCall

Responsible for ensuring Call Center Supervision of the following teams:
 - Inbound Calls (Front Office)
 - Outbound and Inbound Marketing Campaigns
 - Outbound and Inbound Retention

Call Center Supervisor in ESCC and uCall

Call Centre Assistant in the Bacline, responsible for placing outgoing calls to customers regarding the following main subjects:
- retention of customers
- complaints follow up and closure
- communicate payment agreements or their denial

Call centre Assistant  (Backline) in ESCC

Front Office Assistant, responsible for taking incoming calls from customers, related to debts, payment issues, internet difficulties, commercial information about Oni Products and services and also complaints about the sales force, the phone service among other issues.

Call centre Assistant (FrontOffice) in ESCC

Vice President of Customer Support na Pipedrive

With a background +20 years working for large multinational organizations with multi cultural teams in different countries, I have been able to combine a Management with a hands on approach and Contact Centers skills. I am a very passionate person who believes in team work as the most important tool in any organization. Being part of great teams and having a positive impact in the lives of people around me are very important to me

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