Location
PortugalRate
$37
/ per hour
Years of experience
8+About
I am an experienced operations manager with a strong background in customer service and team leadership. With a Master's degree in Education and extensive experience at Teleperformance Portugal, I have managed teams for major clients such as Google Ads, Epic Games, and Supercell. My role involved monitoring and coaching team performance, organizing shifts, and ensuring that we met clients' KPIs. I excel in providing training, updates, and support to my team, fostering their development and motivation to deliver exceptional customer service. My approach is rooted in the belief that a great leader finds joy in the success of their team members. In addition to my operational roles, I am AWS certified as a Solutions Architect and Cloud Practitioner, further enhancing my technical expertise. I am fluent in Spanish, English, and Portuguese, which has allowed me to manage diverse teams effectively. At FREE NOW, I provided technical support and resolved customer and driver inquiries, ensuring excellent service at every interaction. My passion for continuous improvement and innovation drives me to adapt and excel in dynamic environments, always striving to enhance performance and customer satisfaction.Tech Stack
Solution Architect, AWS, Google Ads, Management, OperationsExperience
- Monitoring and coaching team performance to provide excellent customer service, ensuring high-quality service delivery by evaluating and improving team performance.
- Providing training, updates, and coaching to teams to meet client’s KPIs, implementing strategies and training programs to achieve and exceed key performance indicators.
- Managing shifts, holidays, and team scheduling to maintain operational efficiency and meet service demands.
- Developing action plans for continuous improvement, creating and executing plans to enhance team performance and service quality.
- Providing technical and financial support to customers, assisting customers with technical issues and financial inquiries, ensuring first-call resolution.
- Serving as a point of contact for content creation and customer service, managing content creation processes and acting as a liaison for customer service operations.
- Managing teams for major clients such as Google Ads, Epic Games, and Supercell, leading and supervising teams for high-profile clients, ensuring the delivery of top-notch service and support.
Employment history
Customer & Driver Care Specialist, FREE NOW
September 2021 - September 2022
- Handling all customer and driver inquiries
- Providing technical support and crosschecking account information
- Resolving issues at first call with excellent customer service
Operations Manager, Teleperformance Portugal, Lisbon (Google Ads)
September 2019 - September 2021
- Managing German, Portuguese, and Spanish content reviewers for Curated Formats Ads of Google
- Providing coaching, updates, and training to teams
- Developing action plans for continuous improvement
Operations Manager, Teleperformance Portugal, Lisbon (Epic Games)
September 2018 - September 2019
- Leading and adapting the team to innovation and changes
- Analyzing quality and performance of the team
- Shaping agents to become future managers
Operations Manager, Teleperformance Portugal, Lisbon (Supercell)
October 2017 - September 2018
- Monitoring and coaching team performance
- Point of contact for content creation
- Organizing shifts, holidays, and team scheduling
Customer Service Representative, Teleperformance Portugal, Lisbon (Supercell)
September 2016 - October 2017
- Providing technical and financial support to customers
- Crosschecking account information to recover accounts
- Resolving issues at first call with excellent customer service
Education history
Institute of Theology, INSUT, Venezuela
Master Degree in Education
Institute of Theology, INSUT, Venezuela
Bachelor Degree In Theology
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