Daniel Ferreira

Experience

• 

  MMCI Multimédia, S.A.

  Sept 2020 - Jul 2021

  Technician - Fiber / HFC

  • HFC and FTTH Installation and Maintenance• Equipment Installation and Configuration• Cable Routing• Computer and Network Configuration

• 

  Tnord Tech, S.A.

  Nov 2021 - Nov 2024

  Leadership and Management:• Led FTTH/OSP operations teams, coordinating client requests, onboarding processes,and crisis resolution.• Fostered a culture of operational excellence, ownership, and continuous improvement,ensuring the first touch with clients sets a positive tone for their journey.• Effectively streamlined team workflows, enabling faster response times and enhancingoverall service quality.Operational Excellence:• Established best practices, timelines, and procedures to optimize support operations,enhancing service quality and response time.• Tracked KPIs and performance metrics across teams, providing continuous feedbackand coaching to ensure consistent results.• Coordinated with field teams and other departments, promoting seamlesscommunication and alignment of objectives.Team Development:• Conducted performance reviews and coaching sessions, fostering an environment ofhigh performance and open communication.• Identified training needs, encouraging skill-building and career development within theteam.Client Satisfaction and Retention:• Focused on driving client satisfaction by swiftly addressing issues and improving theoverall client experience.• Analyzed feedback and refund patterns to identify areas for improvement andimplement changes to enhance retention and satisfaction. Show less

  • Core & Distribution Network Manager

    May 2024 - Nov 2024

  • AUSA Manager

    Nov 2021 - May 2024
• 

  Excell Communications

  Nov 2021 - Feb 2024

  Head of Dispatch

  Leadership and Management:• Directed dispatch and field operations across multiple U.S. regions (Long Island, NewJersey, New York), ensuring a solution-oriented approach to client service.• Managed a global team of up to 70 members, promoting a culture of ownership andcontinuous improvement. (Portugal, Dominican Republic and New Jersey)Operational Excellence:• Implemented and refined operational processes, conducting checks to proactivelyidentify and address issues.• Collaborated with other departments to ensure smooth handoversand effective resolution of complex cases.Team Development:• Promoted inclusivity and motivation through team-building initiatives that strengthenedcross-location collaboration.• Recruited and developed new team members aligned with the department’s strategicgoals.Client Satisfaction and Retention:• Contributed strategically to client satisfaction, addressing requests swiftly andanticipating client needs.• Reduced complaints and optimized feedback loops to increase client retention andsatisfaction.*Excell Communications for AlticeUSA (Under TNORD) Show less