Experience

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  Covil bar

  Jun 2010 - Jul 2011

  Manager / barman

  - Beverages' creation and preparation;- Stock management;- HR and Financial management;- Event organization and Marketing.

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  Konecta portugal

  Nov 2010 - Nov 2016

  • Management of various operations in sectors as banking, insurance, health and services;• Coordination and development of start up operations and services to the specific needs of each client and business type;• Daily monitoring and ensurance of SLA compliance;• KPIs analysis, P&L and Workforce sizing;• Constant improvement of processes and cost optimizing; • Management of supervisor’s tasks;• Customer engagement;• Constant analysis of the accounts' growth potential / negotiation with active customers;• Daily management and monitoring of the Teams' motivation. Show less • KPI and SLA analysis;• Development of Performance and Quality reporting;• Sampling process implementation of internal audits;• Attendance and absenteeism control;• Analysis of forecasted volumes and definition of trends - Plan Vs. Real;• Workforce sizing proposals and implementation;• Direct decision support to Call Center Management;• Project developed - Personal motivation workshop: o Objective: To create and develop ambition and commitment through individual empowerment; o Development and application of the concept “engagement”; o Project applied transversely to all areas of the company. Show less

  • Call Center Manager

    Mar 2016 - Nov 2016

  • Coordinator

    Jul 2015 - Mar 2016

  • Controller

    Oct 2014 - Oct 2015

  • Customer Service Representative

    Nov 2010 - Oct 2014
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  Administration of the port of lisbon, sa.

  May 2012 - Sept 2012

  Intern

  • Preparation of the Reference Terms for the public tender n.º 2660/2012: "Concessão de exploração dos serviços de limpeza urbana e recolha de resíduos sólidos e a navios na área de jurisdição da APL, SA";• Preparation of the Integrated Map Waste Registration for the Integrated Registration for the Portuguese Environment Agency (SIRAPA);• Participation in the Sustainability Report of the company;• Accompanied review of Ship Waste Management Plan and Load;• Invoicing of the waste collection service to ships. Show less

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  Parents' association - moinhos da arroja school group

  Mar 2013 - Jun 2014

  Classic guitar teacher

  • Design and preparation of the school yearly curriculum;• Ministration classes and the development of educational activities.

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  Espiralsoft

  Jun 2014 - Oct 2014

  Trainer

  • Training Technical Course on Occupational Health and Safety in the module of Occupational Health and Physical Risks

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  Arvato crm solutions iberia & latam

  Nov 2016 - Feb 2018

  Operations manager

  • Project management of a multicultural Costumer Service operation with 14 European languages;• Operation size – during high season - 3 services, 85 CSRs, 5 Team Managers, 3 Quality Analysts and 1 Trainer; • KPI analysis and action plan implementation for the compliance of SLAs;• Project development and growth through process optimization and synergy establishment with all internal departments;• Management and coordination of Operations, Training and Quality;• Implementation of motivational campaigns with effective results to face high season volumes;• P&L analysis and optimization;• Attrition and absenteeism control through individual and team empowerment and coaching;• Talent identification and development. Show less

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  Ibancar spain

  Feb 2018 - May 2019

  Head of operations
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  Diamond's portugal

  Jun 2019 - now

  Co-founder & real estate expert @ diamond's portugal

  - Real Estate Expert- Investment Advisory & Consultancy- Project Management- Digital Marketing