Eduardo Valério

Experience

• 

  Mercado Actual Mediação Imobiliária

  Mar 2008 - Jun 2013

  Owner

  - Financial Management;- Manage the Real Estate portfolio on the company's website and others Real Estate sales platforms and websites;- Manage the company's Social Media plataforms;- Prospecting new properties to the portfolio;- Prospecting and managing high profile customers (companies and embassies);

• 

  Teleperformance Portugal

  Jun 2013 - Oct 2016

  First Line Manager on a Renowned Multinational Streaming company Customers Service.- Focus on develop technical skills, product knowledge and soft skills on the teams member by monitoring and evaluating our interaction with customers in multiple channel;- Creating a positive and professional environment to encourage our team members to accomplish their individual indicators, as well as to create a positive and lasting professional habits;- Managing the accomplishment of the Key Performance Indicators and developing action plans for continuous improvement;- Ensuring the internal and PCI policy compliance on operational level. Show less

  • 1° Line Manager

    Feb 2015 - Oct 2016

  • Customer Service Representative

    Jun 2013 - Feb 2015
• 

  Accenture Portugal

  Oct 2016 - now

  Work with Deliver Service Lead and Market Leads to ensure operation daily tasks across different teams | Ensure operational rigor within a market of +200 analysts in a 24/7 deal | Co-manage a team of 8 Team Leaders to achieve key performance indicator targets and client's expectations | Provide RCA and action plans to achieve projected results | Develop and Implement new processes, assigning task’s POCs and deadlines | Attend Weekly Business Reviews & Client meetings Promote individual and team management | Perform market huddles | Conduct internal recruitment interviews for open positions | Prepare Forecast and Adjust Workforce Capacity and Schedules according to projected workload, throughout different Processes and Teams, considering existing SLAs and/or KPIs. Show less Ensure Operational rigor in a cross-markets' tasks, in a 24/7 deal of +800 analysts | Control, Escalateand Report KPI status such as volume management, tech escalations, risks and issues log | Workclose to the Operations Manager on managing day to day tasks across different teams | Co-manage a team of 6 Team Leaders ensuring market's performance is delivered and met in accordance to client's expectations | Analyze market's data and results and assist Operation Manager to meet KPIs through RCA and action plans | Implement new processes and assign tasks to Tem Leaders | Promote individual and team engagement | Perform market huddles | Conduct internal recruitment interviews for openpositions. Show less Ensure the Implementation and comply to the operations’ guidelines | Manage team and work on aClient Data Protection environment | Manage the Team to perform repeatable core businessprocesses with a focus on efficiency, first-time quality and overall continual process improvement |Manage a team of +20 associates and new associates, to ensure team performance is delivered andmet in accordance to project’s expectations | Perform 1:1 coaching on KPI expectations & providecareer development support | Promote individual and team engagement | Conflict Resolution |Conduct internal recruitment interviews for open positions. Show less

  • Service delivery Operations Associate Manager

    Feb 2023 - now

  • Business Intelligence Lead

    Jul 2022 - Feb 2023

  • Operation Lead

    Jun 2019 - Jul 2022

  • Operation Shift Lead

    Dec 2018 - Jun 2019

  • Team Leader

    Oct 2016 - Dec 2018