Pedro Santos

Experience

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  Sitel

  Jan 2004 - Apr 2021

  ▪ Overall accountability for different Operations constituted by multinational teams (up toapproximately 200 advisors maximum) for Clients of different Industries ▪ Mentoring and Coaching support for Management Team (Team Managers, Quality Analysts and Trainers) ▪ Staffing and recruiting ▪ Financial forecasting and P&L responsibility ▪ Ensuring consistent achievement of all operational KPI’s ▪ Managing client relationship and maintaining Customer Service at excellency levels at all times Show less Identify and quantify opportunities for Sitel to grow its share of client business.Leverage Sitel’s products, services, global expertise and organization to deliver cost effective solutions that address the client’s needs.Develop and maintain strong relationships with key client stakeholders.Deep understanding of the client’s business model, strategy, key initiatives & programs.Collaborate with Sitel Operations executing client business to ensure optimal performance and aligned to Statement of Work for client satisfaction and maximum Sitel revenue growth. This included balancing with value-added initiatives and cost reduction programs Show less

  • Operations Manager

    Jun 2016 - Apr 2021

  • Account Manager Team Member: CSat, NPS & TCO Expert

    Jan 2012 - Jun 2016

  • Team Manager

    Jan 2006 - Dec 2011

  • Technical advisor

    Jan 2004 - Jan 2006
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  Ei - energia independente

  Apr 2021 - Jan 2022

  Customer Service Manager
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  Galp Solar

  Jan 2022 - now

  Customer Service Manager