Pedro Mota

Experience

• 

  PokerStrategy.com

  Jun 2010 - Dec 2012

  - Recruiting and Leading a team of 10 freelancers- Creating and executing community promotions- Forum administration- Poker Market analysis- Proofreading and translation PT- EN and EN-PT news and articles - Solve customers inquires regarding products and services by phone and email- Handling and resolving customer's complaints- Fraud Prevention.- Mentoring of new hires and identification of possible training needs

  • Community Manager

    Jan 2011 - Dec 2012

  • Customer Service Representative

    Jun 2010 - Dec 2010
• 

  SELLBYTEL Group Spain

  Feb 2015 - Sept 2018

  - Analyzing the Specialists work in order to communicate the feedback for their personal improvement- Planning, organizing, coordinating with Operational Managers to raise the customer satisfaction levels- Building and leading a team of 24 across 9 languages while maintaining teamwork and motivation at high levels- Recruitment, training and mentoring of new Specialists - Assisting Specialists (in live and non-live cases) with technical expertise in Drive / Mail / Calendar / Google+ / Classroom / Sites- Identifying, reproducing and reporting product bugs to Google Engineers- Training new starters - Solving business customer's issues via phone and email- Product deployment for new customers

  • Senior Supervisor - Google Cloud

    May 2016 - Sept 2018

  • Subject Matter Expert - Google Cloud

    Sept 2015 - May 2016

  • Techical Support Advisor - Google Cloud

    Feb 2015 - Sept 2015
• 

  TELUS International Europe

  Sept 2018 - Jun 2024

  Operations Manager

  - Scaling 24/7 site from 400 to 2200 employees- Building and leading teams up to 600 agents / 40 TMs / 40 SMEs- Developing talent across all layers up to Operations Management level- Client POC for Business Reviews, operational metrics and client projects implementation- Office logistics POC for WFH/WFO- Identifying backfil/growth needs in order to meet client's forecast- Processes Team Lead: developing, mapping and implementing of operational processes- Communicate, collaborate and present data, ideas, and solutions to multiple stakeholders- Health & Safety committee member: education of population and investigation of work harassment cases- Design, create and deliver soft and hard skills training sessions to 100+ TMs Show less

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  MPB

  Jun 2024 - now

  Operations Manager