Operations Manager at SMARTBOX

Managing a team of 65 FTE and supporting local teams for France, Spain, Italy and Switzerland (team leads and Agents). Coordinating daily workload and tasks; monitoring calls and email volumes to meet SLA. Providing training and workshops; setting up individual development plans and hiring management. Implementing new quality framework to increase customer satisfaction and first time resolution. Leading several projects; defining goals and KPI’s; coaching performance, quality, behavior and attendance; creating a safe and motivating work atmosphere; listening to team feedback and resolving issues. Reinforcing business new features and identifying knowledge gaps, teams strengths and weaknesses. Designing and managing the launch of a new quality framework at a department level.

Team Manager Customer Service at AMAZON (Cagliari)

Oversee daily operations for 18-20 associates, coordinate with site management, maximize productivity, provide ongoing feedback, and help develop strategies to meet SLAs and KPIs.

Operation Manager at SMARTBOX ( Lisbon)

Lead a team of 65 FTE across multiple countries, coordinate daily workload, monitor calls and emails to meet SLA, provide training, establish development plans, implement a new quality framework to increase customer satisfaction and first-time resolution, manage budgets, and drive continuous improvement projects while setting clear goals and KPI targets.

CS Team Manager for Zalando at Teleperformance (Lisbon)

Led a 32 CRM consultant and quality team; performed management duties in absence of OM; pursued KPI/SLA targets; responsible for VOC data analysis and reporting; trained and coached staff; collaborated with HR, IT and quality; monitored real-time call queue; recruitment and onboarding; cross-department cooperation.

CS TEAM MANAGER for “ZALANDO” at TELEPERFORMANCE (Lisbon)

Managed a 32 CRM consultants and quality team, led training, coaching and performance management, drove sales-target strategies, analyzed VOC data and generated reports; collaborated with HR, IT and other departments on IT/system projects and real-time queue monitoring.

CRM & Back Office Team Manager at Shell Petroil

Participation in migration of customer service department from Italy to Poland; planning, staff recruitment, training scheduling and coordination; process implementation; KPI monitoring; continuous improvement; focal point for Customer Survey Analysis.

Team Manager at Sky Television

Focal point for Retention & Churn (CRM) and Credit Collection; motivated the team; monitored calls queue; training and development; handled escalations; process improvements; HR support for hiring.