Experience

• 

  Brazilian army (exército brasileiro)

  Jan 2005 - Mar 2006

  Military officer student (second lieutenant)

  Skills and Attributes learnt:- Platoon Leadership and Management- Responsibility for developing the troop's morale and trainning

• 

  Intermec by honeywell

  Apr 2006 - Aug 2011

  - Gave full support on customer services and forecasted services and products- Responsible for Spare Parts importation using SAP system to track Importation Orders- Responsible for producing detailed reports to Director of operations- Processed the whole sales cycle also generating quotes and submitted orders- Sold products to end user and partners (25% of Spare Part Sales)https://www.honeywell.com/worldwide/south-america/brazil-en - Responsible for Data Entry and producing logistics reports to the Director of Operations- Managed the receiving processes in the Repair Center department - Stock Control- Responsible for shipping, receiving material, packing material and Emitted Invoices- Stoke Taking

  • Administrative Assistant and Analyst

    Jul 2009 - Aug 2011

  • Logistics Assistant

    Jan 2008 - Jun 2009

  • Warehose Assistant

    Apr 2006 - Dec 2007
• 

  Carbery group

  Jan 2013 - Jan 2013

  Office trainee

  - Responsible for General Office Duties- Updated Spread Sheets and improved reports' functionswww.carbery.com

• 

  Drinagh co-operative ltd

  Jan 2014 - Jan 2014

  Office trainee

  -Responsible for General Office Duties-Updated Spread Sheets-Implemented useful spreadsheet reports for trading management

• 

  Telus digital

  Aug 2015 - now

  - Prioritising to scale and maintain the day-to-day aspects of the QA program. This includes tracking production of QA specialists, handling reconsideration requests, answering questions, and escalating technical issues.- Responsible to lead a team of Quality Leads (Customer Experience Analysts) to contribute to the growth of the business by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions- Project management by implementing customer-centric strategies and initiatives.- Working to build and maintain an outlier coaching program that aligns with our customer satisfaction survey, and QA evaluation form.- Collaborating closely with team members and Customer Service Operations Leaders to identify and discuss trends, successes and opportunities- Developing team members for career progression- Daily effective communication with team and all Stakeholders- Completion & attendance of Client & Company Business Reviews- Implementing initiatives & innovations to drive & improve KPI's as well as daily work life- Overseeing & managing growth on the contract & New Hires classes- Recruitment & training of new Quality Analysts (Customer Experience Analysts)- Prioritising & managing tasks/ requests / projects daily - Ensuring Compliance to Client workflows / policies & assisting with Audits- Managing change in a fast-paced environment- Working & aligning with teams across the globe- Effective use of data analysis tools Show less Leading the ongoing day to day activities of the Technical Support Team by providing assistance, training, technical support, guidance and advice. The main focus of the role is leading, planning, coaching, managing performance, allocation of work and leading the team to achieve SLA’s and KPI’s. I'm involved developing systems, processes and team members to achieve superior levels of service enhancing the client relationship. I'm responsible for managing effective integration of directives, policies, and procedures and analyze any potential impact to the program and performance to establish solutions to create the optimal working conditions to every team member.- Collaborating- Communicating- Demonstrating integrity- Adapting- Learning and Developing Team members- Drive for Results Show less Escalation Manager working in parallel with the Technical Support Engineer team to bring high-impacting business and/or severe events to resolution promptly and at the highest level expected by our customers.Worked to set accurate expectations from the escalating procedures, enforcing relief to the customers, and analysing the situation appraisal formulated by the escalation team for ensuring the high profiled customer satisfaction throughout the escalation process.Primary responsibilities include:- Coordinating Google’s response across all G Suite escalations.- Monitor and reassign escalated cases to available support agents or Google Engineers.- Working directly with Technical Support Engineers, Program Managers and Product Managers at Google to address best practices and feedback- Weekly and Monthly Business Reports- Escalation Management KPI tracking through Five-whys analysis- Managing C-Level escalations to the highest extent.- Pushing for case resolution beyond all barriers within SLAs established per service types.- Engaging with out of department teams to route escalations to the correct channel- Assigning and tending to internal Executive Escalations.- Assigning, monitoring, and updating Escalations daily.- Managing and assigning callback requests- Process management Show less Providing full Multilingual Support, assisting clients on the initial implementation of Google G Suite in their companies, troubleshooting all possible Technical issues to ensure a smooth transition from previous service providers to Google as well as first-time clients and companies.As an Account Manager, serving as Point of Contact between the customer and Google G Suite Support during the implementation and Trial stage of the account. I also was responsible for tracing the correct company profile as to assist on choosing the adequate product that matches the client's requirements and to offer a Billing Plan (Sales) that best suits the client's needs.Use internal systems to log tickets, open cases and track all communications with clients in order to provide a high level of support in a timely and efficient manner, ensuring outstanding levels of customer service and experience to my designated market.Work for Google as a Voxpro contractor, has given me the unique opportunity to work as part of a team willing to strive and achieve individual and team goals and targets.Within this position, I also have worked in projects that helped the team to achieve accurate KPI's and also developed internal tools to generate reports and help the team to constantly surpass challenges faced on daily basis. Show less

  • Quality Manager (Customer Experience Manager)

    Nov 2021 - now

  • Google Cloud Team Lead (Vendor)

    Apr 2019 - Oct 2021

  • Google Cloud Escalation Manager (Vendor)

    Nov 2017 - Apr 2019

  • Google Account Manager and Technical Support Specialist (Vendor)

    Aug 2015 - Nov 2017