Luís C.

Experience

• 

  FLiPHOTO.org

  Jan 1999 - Jan 2021

  Photographer
• 

  IGSJ - Inspecção Geral Serviços Justiça

  Apr 2002 - Jun 2002

  Estagiário

  Helpdesk, gestão do parque informático, desenvolvimento de base de dados.

• 

  Tabacaria Martins S.A.

  Jun 2004 - Apr 2005

  Caixeiro Ajudante

  Desempenhei as funções de atendimento ao público neste estabelecimento.

• 

  Chip7

  May 2006 - Dec 2007

  Operador de Atendimento

  Atendimento telefónico, gestão e tratamento de encomendas, apoio ao cliente via e-mail, suporte técnico via ticket.

• 

  Novabase Digital TV

  Jan 2008 - Dec 2012

  Lider de Equipa NOS

  Gestão de equipa técnica de suporte a clientes residenciais e profissionaisGestão de conflitoGestão de recursos humanosFormação/coaching técnicoCriação de manuais de suporte à operação

• 

  Adecco Group

  Jan 2013 - Jul 2015

  Lider de Equipa NOS

  Gestão de equipa técnica de suporte a clientes residenciais e profissionaisGestão de conflitoGestão de recursos humanosFormação/coaching técnicoCriação de manuais de suporte à operaçãoAnálise de KPI Qualitativos (VOC/Auditoria)Análise de KPI Quantitativo (TBA;TMC;TAE/HR)Elaboração de relatórios derivados da analise de KPI's

• 

  Randstad

  Aug 2015 - Jan 2019

  Gestão de recursos humanosFormação/coaching técnicoCriação de manuais de suporte à operação.Análise de KPI Qualitativos (VOC/Auditoria)Análise de KPI Quantitativo (TT/H, produtividade)Análise de chamadas (Auditoria)Elaboração de acções de acompanhamento a GCsAnálise de evolução qualitativa de GCsElaboração de relatórios à medida para analise da evolução de KPIElaboração de relatórios de análise de evoluçao (mensal/semanal) de KPI HR managementTechnical CoachingCreation of Support Manuals for formations and everyday tasksKPI Analysis (C-SAT, Call Audit)Creation of custom reports for KPI analsys/evolution/measurements Gestão de equipa técnica (2ª Linha/BackOffice) de Suporte a Clientes NOS (TV/NET/VOZ)Gestão de conflitoGestão de recursos humanosFormação/coaching técnicoCriação de manuais de suporte à operaçãoAnálise de KPI Qualitativos (VOC/Auditoria)Análise de KPI Quantitativo (TT/H, produtividade)Elaboração de relatórios derivados da analise de KPI's

  • Qualidade & Formação

    Oct 2015 - Jan 2019

  • Quality Management Specialist

    Oct 2015 - Jan 2019

  • Lider de Equipa NOS

    Aug 2015 - Oct 2015
• 

  NOS SGPS

  Jan 2019 - Apr 2022

  RPA Developer

  In charge of designing, developing, testing and implementing workflows to support the implementation of the RPA across the Customer Service department. As a Senior developer, I work side by side with the process owners analyzing the automation opportunities of the process/task with the end goal of automation.Along with the development of automated solutions for the process owners, i coach and help create the architecture of the solutions, reviewing of code, and assuring that the code of the junior developers maintains the adequate level of simplicity and compliance with the rules of the team. Project1 - Using the UIPATH ReFramework obtaining work lists via invocation of SOAP API and creating an automated process with seamless integration of SOAP/REST API for obtaining information to interact with the various CRM needed for the process and achieving a faster TMT for the process.Project2 - Creation of an adapted version of the UIPATH REFramework with customized messages for System/Business Exceptions along with enhanced detail in error handling reducing the automation errors and a standard method for error handling reducing the errors and maintenance needs for the automations.Project3 - Creation of libraries and templates for reusable code (from API invocation to CRM actions) which reduced development time, errors and need for maintenance for the automations.Como RPS Sénior sou responsavel pelo levantamento de processos junto das equipas operacionais, criaçao dos PDD e desenho das soluçoes finais. Além do desenvolvimento dos meus processos/soluçoes automatizadas, sou responsavel pela validaçao dos desenhos de soluçoes propostas pelos RPS juniores, assim como garantir que estas soluçoes respeitam as regras definidas pela equipa a nivel de boas práticas.Sou também responsavel pela realizaçao de Testes de Aceitaçao para as soluçoes criadas e acompanhamento do processo ate entrada em produçao. Show less

• 

  Galp

  Apr 2022 - Sept 2022

  Robotic Process Automation Consultant

  With the goal of simplifying the tasks of end users, i work with the process owners identifying oportunites of automation of tasks/process, creating streamlined workflows and documentation that will be used by the development team to create the automations.

• 

  EY Technology Solutions

  Sept 2022 - now

  Main responsibilities:- Maintenance of the automated processes in production- Managing the Orquestrator and scheduled processes in production- Leading the development team, and helping the team make the deliveries are made according the scheduled pipeline.- Guarantying the quality of the process documentation and the codeproduced by the developers- Overseeing the design and the implementation of RPA solutions- Reporting savings captured by the departments and other operationalKPIs- Overseeing effort estimation/business case for new projects- Building relationships with the stakeholders to identify futureopportunities for process improvement and automation solutions- The capability of new developers on UiPath and Business Analysts- Promoting sessions with the stakeholders to create awareness of thetechnology and its impact- Identifying needs for licensing or other infrastructure needs, workingclosely with the IT department and with the technology supplier- Guarantying the cataloging of the automations and their reusability ontransversal processes- Responsible for the knowledge management of the automation program Show less Main responsibilities:- Maintenance of the automated processes in production- Managing the Orquestrator and scheduled processes in production- Leading the development team, and helping the team make the deliveries are made according the scheduled pipeline.- Guarantying the quality of the process documentation and the codeproduced by the developers- Overseeing the design and the implementation of RPA solutions- Reporting savings captured by the departments and other operationalKPIs- Overseeing effort estimation/business case for new projects- Building relationships with the stakeholders to identify futureopportunities for process improvement and automation solutions- The capability of new developers on UiPath and Business Analysts- Promoting sessions with the stakeholders to create awareness of thetechnology and its impact- Identifying needs for licensing or other infrastructure needs, workingclosely with the IT department and with the technology supplier- Guarantying the cataloging of the automations and their reusability ontransversal processes- Responsible for the knowledge management of the automation program Show less

  • Experienced Senior Consultant

    Sept 2024 - now

  • Senior Technology Consultant

    Sept 2022 - Oct 2024