Bruno Souza

Experience

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  Precisa Informática

  Mar 2012 - Dec 2014

  - Dealt with queries and guided clients using the Business Management System- Trained customers on the use of the Software and conducted onboarding processes- Coordinated and ensured the quality of Customer experience through KPI analysis, continuous learning and development strategies and methods.Achievements:- Regionally honoured with the 2014 Best Customer Service Award. The strategy that led to this outcome was through establishing effective training protocols for employees and clients, incorporating outcome assessments, KPI analysis, and client-centric systemic thinking to discover innovative solutions.- Demonstrated outstanding performance, resulting in a swift promotion from Customer Service Analyst to Administrative Supervisor/Customer Experience Coordinator within a year. Show less

  • Administrative Supervisor

    Jan 2014 - Dec 2014

  • Customer Support Coordinator

    Mar 2012 - Dec 2013
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  Binär Tech

  Jan 2015 - Dec 2015

  General Manager (HR & Business Operations)

  - Supported the implementation and delivery of best practice HR and L&D initiatives, policies and processes.- Partnered with business functions and leaders to implement specific programs and initiatives directly aligned to business strategy in the areas of performance management, recognition, career development, organizational and process design, succession planning, talent development, compensation planning, and employee relations.- Supported new employees with onboarding, ongoing learning and development needs.- Managed the L&D team, developing new training offerings, needs analysis, monitoring program effectiveness and evaluation, and maintaining the company's learning management system.Achievements:- Reduced the internal employee complaint rate by 75% and enhanced customer satisfaction by 40%. It was achieved through a customized business restructuring project that optimized administrative, HR, L&D, and customer service processes. The focus was on training and development initiatives, coaching sessions, onboarding planning, fostering a customer-centric mindset, and upskilling the workforce.- Recognized with the " Great Place to Work" award at Binar Tech Show less

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  Precisa Informática

  Feb 2016 - Jun 2016

  Administrative Manager

  - Implemented new internal HR strategies and practices. Redesigned administrative processes.- Oversaw the Human Resources function, managing recruitment, payroll, learning and development and employee training.- Carried our Administrative Process Management duties;- Managed the Customer Service and designed a new onboarding experience to new customers.

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  Brazil Landscape Space

  Jul 2016 - Feb 2019

  General Manager (HR & Business Operations)

  - Carried out all HR-related tasks, including payroll management for 30 staff.- Managed internal and external recruitment, including sourcing, screening, interviewing, and selection.- Established learning & development standards and performance management processes.- Supported new employees with onboarding and ongoing learning and development needs while managing four teams.- Collaborated with all levels of the organization to understand and develop business strategies, goals, objectives, and key performance measurements while adapting HR strategies.- Prepared contracts and internal policies, and acted as a business partner and advisor to directors.- Oversaw financial management, including bill payment, cash flow management, bank reconciliation, and strategic planning.- Coordinated and ensured the quality of customer experience through KPI analysis, continuous learning, and development strategies and methods.Achievements: - Reduced the employee's turnover rate by 40% and increased the employee satisfaction level by 55% after successfully implementing a new HR culture project, balancing processes and people, and improving employee engagement by creating recruitment, payroll, onboarding, and L&D strategies. - Improved sales team performance by 65% through the implementation of a 6-week coaching and training program, through regular coaching sessions and learning initiatives to develop sales and project-management skills. Show less

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  Self Employed

  Nov 2017 - Jun 2020

  Learning & Organizational Development Consultant

  - Supported several companies with coaching, mentoring, and training sessions to improve performance and leadership.- Worked with L&D teams as a consultant to develop tailored learning processes such as learning needs analysis, design and delivery training methods, training effectiveness evaluation, how to identify improvement opportunities, and learning management system maintenance.- Designed roadmaps for learning and development to create flexible standards of training based on actions, performance evaluation, and result mapping. - Facilitated virtual and in-person learning experiences, including for leaders and employees, while designing engaging learning experiences.- Guided companies with setting goals and objectives, business and strategic planning at all hierarchy levels.- Translated the L&D strategy into expertise and learning requirements with team members and stakeholders to develop and deliver business initiatives. - Proactively sought feedback on the learner experience and continuously iterated on the facilitation approach to ensure maximum impact.Achievements:- Developed and managed tailored business training projects to improve performance, leadership, technical and soft skills, and processes, resulting in a 92% satisfaction rate for several company segments. - Developed a 3-day "Working your self-coaching” training focused on personal and professional development skills, with 2 classes formed and 60 students in total. - Successfully trained over 1000 people (on-site and remotely) on life and professional subjects, fostering career development, well-being, self-knowledge, and problem-resolution mindset, using coaching, NLP, and emotional intelligence techniques. Show less

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  Inditex

  Aug 2021 - Dec 2021

  Sales Associate (E-commerce)

  - Executed the entire online sales process, from processing customers’ orders, organising and relocating products and dispatching them to the carrier.- Trained new employees on procedures and responsibilities. Achievements:- Leveraged expertise and competencies to enhance the structure of the e-commerce training process, resulting in increased efficiency and an improved online order-processing speed (60%). - Was promoted to Commercial department trainee after three months at the company. Show less

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  TELUS International Ireland

  Jan 2022 - Jun 2022

  Training Contributor & Customer Support Specialist at Coinbase

  - Managed, prioritised, and responded to customers' queries and escalations, whilst working in a very fast-paced environment where attention to detail was key. - Delivered exceptional customer experience and support by investigating, troubleshooting and resolving cases across multiple channels for Coinbase (the leading global platform in cryptocurrency services and blockchain technology).- Communicated with internal and external stakeholders in an effective, tactical and insightful manner.Technologies used: Salesforce, Slack, Confluence and E-gain, G-suite and Workday.Achievements:- Led a project to improve customer support team performance by encouraging structured problem-solving where experienced team members facilitated short workshops, equipping the team with valuable skills and knowledge, thus resulting in improved quality and employee retention after 2 months of its implementation.- Designed a mentoring program to assist team members with improving problem-solving ability through stronger communication and analytical thinking skills Show less

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  Accenture

  Jul 2022 - Jul 2024

  Perform the responsibilities of the Trust & Safety Partner Analyst role, with additional responsibilities including:- Manage multi-team training projects (Training HUB), development, and implementation related to the creation of new tools to improve the training experience.- Provide expert support to the training team and trainers to enhance training performance through adult learning and instructional design techniques, as well as how to analyse performance and learning needs and formulate strategies to drive KPI achievements. - Design and deliver training to a multicultural team in a fast-paced environment to ensure the best service is delivered while encouraging analysis skills oriented towards decision-making and problem-solving.Achievements:- Designed and implemented a training hub that serves as a centralised repository for policies, documents, and tools for 20+ workflows covered by the team (EMEA and APAC), as well as a learning management system. This strategy resulted in better training performance, increased quality, and reduced the onboarding time by 30%. Show less - Offer prompt technical and functional support to address internal and external partners inquiries within time-sensitive workflows, for a leading social media company worldwide. - Optimize training documentation for three key workflows to nurture trainee growth, improve quality metrics, and expedite issue resolution.- Guide new team members through onboarding via shadowing sessions and personalized mentoring.- Collaborate in a multilingual environment (English, Spanish, Portuguese), analyzing data, investigating claims, and ensuring partner compliance with the social media platform policies.- Consistently delivering exceptional service and fostering collaborative relationships with cross-functional stakeholders, both internal and external.Achievements:- Reduced the total resolution time per case by 53% by developing processes, and integrated and smart flowcharts for procedural clarity. - Won several awards: Two for Innovation (internal website and flowcharts), and one for performance-related achievement (Oct-Dec 2022). Two for proactively helping with my team development. Show less

  • Global Training Specialist at Meta

    Sept 2022 - Jul 2024

  • Global Trust & Safety Partner Analyst at Meta

    Jul 2022 - Jul 2024
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  AIB

  Jul 2024 - now

  Training & Business Development Specialist

  - Support the change management and rollout of the new complaint and errors management system across AIB Group (ROI, UK, EBS and Haven), driving seamless adoption and aligning L&OD initiatives with business strategies.- Design and deliver comprehensive training programmes and bespoke materials, supporting 7,000+ employees bank-wide.- Manage LMS operations by scheduling training, administering materials, and engaging stakeholders to ensure effective learning delivery.- Develop and implement post-training performance assessments and ongoing strategies to identify training needs and boost employee capability and outcomes across AIB group. - Collaborate with leadership and project teams bank-wide to identify and meet training objectives. - - Review, design, and enhance training content, onboarding programmes, and learning aids for consistent employee development.- Create communication and graphic materials to promote systemic awareness and support organisational capability building and values-driven culture.- Monitor and report to management on training effectiveness and progress, supporting audit readiness, strategic talent initiatives, and continuous improvement across departments.Achievements:- Developed comprehensive training materials (500+ pages) that supported 7,000+ employees during a major system rollout.- Designed a functional post-training tracker to identify needs, and inform business strategies, reducing training queries after system implementation by 15% in 4 months through data-driven strategy optimisation.- Designed an annual master plan template for project management, now adopted across multiple business areas to streamline decision-making and enhance resource allocation accuracy. Show less