Hi, I’m João Arroja, a performance-driven Customer Experience and Project Manager focused on optimizing client journeys, resolving escalations, and delivering effective technical support across diverse accounts and departments. I thrive in multicultural, fast-paced environments and excel at coordinating cross-functional teams to align operations with business goals, turning challenges into measurable growth opportunities. Over the years I have led relocations, SAP/CRM implementations, and QA initiatives across global teams. I am fluent in Portuguese and English, comfortable navigating complex stakeholder networks, and passionate about building scalable processes that boost retention, satisfaction, and value for clients.…

João Arroja

Hi, I’m João Arroja, a performance-driven Customer Experience and Project Manager focused on optimizing client journeys, resolving escalations, and delivering effective technical support across diverse accounts and departments. I thrive in multicultural, fast-paced environments and excel at coordinating cross-functional teams to align operations with business goals, turning challenges into measurable growth opportunities. Over the years I have led relocations, SAP/CRM implementations, and QA initiatives across global teams. I am fluent in Portuguese and English, comfortable navigating complex stakeholder networks, and passionate about building scalable processes that boost retention, satisfaction, and value for clients.…

Available to hire

Hi, I’m João Arroja, a performance-driven Customer Experience and Project Manager focused on optimizing client journeys, resolving escalations, and delivering effective technical support across diverse accounts and departments. I thrive in multicultural, fast-paced environments and excel at coordinating cross-functional teams to align operations with business goals, turning challenges into measurable growth opportunities.

Over the years I have led relocations, SAP/CRM implementations, and QA initiatives across global teams. I am fluent in Portuguese and English, comfortable navigating complex stakeholder networks, and passionate about building scalable processes that boost retention, satisfaction, and value for clients.

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Skills

Experience Level

Language

Portuguese
Fluent
English
Fluent
Spanish; Castilian
Intermediate

Work Experience

Operations Specialist / Relocation Manager at Santa Fe
January 1, 2025 - Present
Bridges logistical coordination and financial management for relocation solutions; uses Salesforce as central platform; vendor and stakeholder management; customer data analysis.
Customer Experience Management at Cognizant
December 31, 2022 - October 6, 2025
Managed customer experience operations; contributed to quality assurance initiatives; supported SLA/KPI tracking and process improvements.
Quality Assurance for YouTube & Google at Cognizant
December 31, 2022 - October 6, 2025
Quality Assurance for YouTube & Google projects; monitored performance, calibration, and continuous improvement of QA processes.
Service Ordering and Invoicing Officer at Cognizant
December 31, 2024 - October 6, 2025
Handled service orders and invoicing workflows; drove efficiency and cross-functional coordination.
Team Management for Google Ads and Payments at Cognizant
January 1, 2024 - Present
Led teams delivering Google Ads and Payments services; achieved SLA targets and implemented workflow improvements.
Team Leader & Quality Assurance at SITEL
January 1, 2017 - Present
Monitoring and evaluation of customer interactions; KPI tracking (QA score, CSAT, FCR, AHT); feedback, coaching, audits (GDPR) and process improvements.
Operations Management at Hard Rock Cafe
January 1, 2013 - Present
Operations management across Purchasing, Marketing, Sales, Customer service; team leadership in London and Lisbon.
Business Manager IT International Consultant at KCS Project Management
January 1, 2010 - Present
Consulting, outsourcing and training in project management for clients including BPI, AGAP2, SAPO, BNP, ORACLE, TAP.
SAP Consultant (Customer Data Analyst) at LOGICA
January 1, 2008 - Present
Maintained and developed information systems to ensure reliability and efficiency; optimized SAP MM/DM processes; renewal of EDP site via MOSS.
Operations Specialist / Relocation Manager at Santa Fe
January 1, 2025 - Present
Relocation Coordination / Financial Oversight / Sales Force & SAP / Vendor & Stakeholder Management / Customer Data Analyst. Bridges logistical coordination and financial management, using Salesforce as a central platform to deliver efficient, compliant, and employee-centered relocation solutions.
Quality Assurance at Cognizant
January 1, 2022 - October 6, 2025
Quality Assurance for YouTube & Google
Service Ordering and Invoicing Officer at Cognizant
January 1, 2024 - October 6, 2025
Service Orderings and Invoicing officer
Team Management for Google Ads and Payments at Cognizant
January 1, 2024 - Present
Team Management for Google Ads and Payments; Ensured consistent achievement of SLA targets and KPIs across service delivery functions. Drove performance improvements by identifying gaps, implementing corrective actions, and optimizing workflows. Enhanced operational efficiency through continuous monitoring, reporting, and process improvement initiatives.
Team Leader & Quality Assurance at SITEL
January 1, 2017 - Present
Monitoring and evaluation of customer interactions / KPI tracking: QA score, CSAT, FCR, AHT / Reporting and performance analysis / Compliance audits (e.g., GDPR) / Feedback and coaching sessions/ QA calibration meetings / Process improvement initiatives / Collaboration with training teams
Operations Management at Hard Rock Cafe
January 1, 2013 - Present
Operations Management – Purchasing , Marketing, Sales, Customer service, Team Management
IT International Consultant of Information Systems at KCS Project Management
January 1, 2010 - Present
Consulting, Outsourcing and specialized training services in projects management professionalized for clients as BPI, AGAP2, SAPO, BNP, ORACLE, TAP
SAP Consultant ( Customer Data Analyst) at LOGICA
January 1, 2008 - Present
Maintained and developed information systems to ensure reliability, efficiency, and continuous improvement. Designed and optimized business processes within SAP MM/DM, supporting data accuracy and operational performance. Led the renewal and implementation of the EDP site using Microsoft Office SharePoint Server (MOSS 2007), enhancing collaboration and knowledge management.
Relocation Operations Manager at Santa Fe
February 1, 2025 - May 1, 2025
Case management and relocation assistance, primary post-sale contact to maximize client value, increase retention, and identify growth opportunities. Handles Relocation Coordination, Financial Oversight, and Vendor & Stakeholder Management. Bridges logistical coordination and financial management, leveraging Salesforce as the central platform to deliver efficient, compliant, and employee-centered relocation solutions.
Customer Success Manager at Cognizant
January 1, 2020 - January 1, 2025
Ensured consistent achievement of SLA targets and KPIs across service delivery functions. Drove performance improvements by identifying gaps, implementing corrective actions, and optimizing workflows. Enhanced operational efficiency through continuous monitoring, reporting, and process improvement initiatives. Delivered service excellence by aligning team performance with contractual obligations and customer expectations.
Quality Assurance at SITEL
March 1, 2017 - December 1, 2019
Monitored and evaluated customer interactions with KPI tracking (QA score, CSAT, FCR, AHT), produced reports and performance analyses, conducted compliance audits, provided feedback and coaching sessions, participated in QA calibration meetings, and led process improvement initiatives in collaboration with training teams to enhance service quality and operational performance.
Operations Manager at Hard Rock Cafe
January 1, 2013 - December 1, 2015
Oversaw Food and Customer Service operations including Purchasing, Marketing, Sales, Logistics, Supply Chain, Scheduling, and Team Management across London and Lisbon locations.
Business Manager at KCS Project Management
January 1, 2010 - June 1, 2011
HR-focused client management, team coordination, and HR-related processes. Provided recruitment support, talent management, employee coordination, business development, and consulting/outsource services for clients including BPI, AGAP2, SAPO, BNP, ORACLE, and TAP.
SAP Consultant (Functional Analyst) at LOGICA
September 1, 2008 - December 1, 2009
Maintenance and development of information systems; process data analysis in SAP – MM/DM. Renewal site EDP: MOSS 2007 (Microsoft Office SharePoint Server).
Quality Assurance – YouTube & Google IA projects / Gemini at Cognizant
May 1, 2020 - December 31, 2022
Quality Assurance for IA projects (Gemini) and YouTube initiatives; involved in QA planning, test execution, and performance measurement to ensure service quality and alignment with project goals.
Team Management – Google Ads and Payments at Cognizant
January 1, 2024 - January 1, 2025
Oversee team delivery for Google Ads and Payments platforms, including QA oversight, process improvements, and alignment with product goals.
Business Manager HR at KCS Project Management
January 1, 2010 - June 30, 2011
HR experience in client management, team coordination, and HR-related processes. Skilled in recruitment support, talent management, employee coordination, business development, and providing consulting, outsourcing, and training services for clients such as BPI, AGAP2, SAPO, BNP, ORACLE, TAP.
Business Manager HR at KCS Project Management
September 1, 2008 - December 31, 2009
HR experience in client management, team coordination, HR-related processes. Skilled in recruitment support, talent management, employee coordination, business development, provided consulting, outsourcing and specialized training services in projects management professionalized for clients as BPI, AGAP2, SAPO, BNP, ORACLE, TAP.

Education

Digital Marketing & Strategy at EDIT
January 1, 2016 - October 6, 2025
Communication & Journalism, TV & Radio at ETIC
January 1, 2011 - October 6, 2025
POS GRADUATION - Management of Distribution & Logistics at ISEG
January 1, 2008 - October 6, 2025
MASTER - Management of Industrial Design at IADE
January 1, 2006 - October 6, 2025
Digital Marketing & Strategy at EDIT
January 1, 2016 - October 6, 2025
Communication & Journalism, TV & Radio at ETIC
January 1, 2011 - October 6, 2025
POS GRADUATION - Management of Distribution & Logistics at ISEG
January 1, 2008 - October 6, 2025
MASTER - Management of Industrial Design at IADE
January 1, 2006 - October 6, 2025
EDIT – Digital Marketing & Strategy at EDIT
January 1, 2016 - April 20, 2026
ETIC – Communication & Journalism, TV & Radio at ETIC
January 1, 2011 - April 20, 2026
POS GRADUATION - Management of Distribution & Logistics at ISEG
January 1, 2008 - April 20, 2026
MASTER - Management of Industrial Design (Erasmus in Germany – Duisburg/Essen) at IADE
January 1, 2006 - April 20, 2026
Digital Marketing & Strategy Certificate at EDIT
January 1, 2016 - April 20, 2026
Communication & Journalism, TV & Radio at ETIC
January 1, 2011 - April 20, 2026
Post Graduate Graduation - Management of Distribution & Logistics at ISEG
January 1, 2008 - April 20, 2026
Master - Management of Industrial Design at IADE
January 1, 2006 - April 20, 2026

Qualifications

ITIL
January 11, 2030 - October 6, 2025
ISTM
January 11, 2030 - October 6, 2025
ITAM
January 11, 2030 - October 6, 2025
ITIL Certification
January 11, 2030 - April 20, 2026
ISTM Certification
January 11, 2030 - April 20, 2026
ITAM Certification
January 11, 2030 - April 20, 2026

Industry Experience

Software & Internet, Professional Services, Education, Media & Entertainment, Manufacturing, Retail, Transportation & Logistics, Travel & Hospitality

Skills

Experience Level