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Susana Sousa

Susana Sousa

Customer Service Representative

Followers of Susana Sousa562 followers
location of Susana SousaBraga, Braga, Portugal

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  • Timeline

  • About me

    Operational Learning & Design Manager

  • Education

    • Faculdade de Letras Universidade do Porto

      -

    • Instituto Nun' Alvres

      -

  • Experience

    • Transcom

      Dec 2003 - Aug 2008
      Customer Service Representative

    • IBM BTO

      Jun 2010 - Jan 2013
      Quality Assurer/ Trainer

    • Concentrix

      Feb 2013 - Jul 2018

      Supporting the Operation Manager achieving and exceeding the expected by the clientLeading a Team by guiding them to be successful achieving the goalsMonitoring all responsibilities assigned to the clients needsLeading to achieve the KPI's targets and exceeding them , ensuring CSR productivity. Driving the KPI's to the target's providing the follow up to the CSR by Call Evaluations aligned with the Client's procedure, providing 1:1 feedback related to the KPI's, reviewing customers satisfaction coaching them on their progress to achieve the target's and being aligned with the Clients needs. Making them exceeding on their role to make them achieving opportunity of Growth

      • Team Leader

        Jan 2015 - Jul 2018

      • Quality Assurer/ Trainer

        Feb 2013 - Dec 2014

    • Webhelp

      Aug 2018 - Nov 2024
      Quality and Training Manager

    • Concentrix

      Dec 2022 - now
      Operational Learning & Design Manager

  • Licenses & Certifications

    • Six Sigma - Yellow Belt