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Luis Malato

Luis Malato

Information Technology Support Specialist

Followers of Luis Malato475 followers
location of Luis MalatoBelgium

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  • Timeline

  • About me

    Support Manager at European Commission

  • Education

    • Fundação para o Desenvolvimento das Técnologias de Informação

      2006 - 2007
      Information Technology Information Technology

    • Instituto Politécnico de Castelo Branco

      2008 - 2011
      Diploma Computer Networking and Systems

  • Experience

    • PC Medic

      Mar 2009 - Feb 2011
      Information Technology Support Specialist

      Specialized IT Support Customer assistance and customer retentionBrand loyalty building In house budget building

    • Adecco Group

      Mar 2011 - Dec 2012
      Customer Support Specialist

      Client query management, purchase assistance and expedition, personalized and specialized support.Billing and payment plan management.Customer satisfaction advocate

    • Symantec

      Aug 2013 - Jan 2018
      Technical Support Lead

      Tech Support Agent for Spanish MarketProvide home user technical assistance in all Norton products and Apps, undertakeflexible working arrangements in accordance with service users and service requirements.Support service users to develop daily living skills through practical support. Deal with theescalations from the support teams on assigned application solutions and ensuring thatissues escalated are solved ASAP

    • Phillip Morris

      Jan 2018 - Dec 2018
      Business Quality Analyst - Support

      Monitoring all contacts between agents and customersEnsuring the success of preventive and corrective actionsPromoting actions to optimize the achievement of Key Performance IndicatorsChecking KPI metrics in order to know what is impactingDeveloping plans to improve damaged metricsChecking root causes that impact KPI’s, Applying DMAIC Method when neededDeveloping plants for improvements

    • AT&T Connected Car

      Dec 2018 - Sept 2019
      Business Quality Analyst - Support

      Connected Car Sales, Service Information, Service Support and Customer SupportMonitoring all contacts between agents and customersEnsuring the success of preventive and corrective actionsPromoting actions to optimize the achievement of Key Performance Indicators (KPI’s)Checking KPI’s metrics, importance and relevanceDeveloping plans to improve damaged metricsChecking root causes that impact KPI’s, Applying DMAIC Method when neededDeveloping plants for improvementsCoach and Mentoring team members Show less

    • Teleperformance Portugal

      Sept 2019 - Jan 2020
      Support Manager and Schedule Data Analyst

      Schedule generationWorkforce time/schedule optimizationWorkload time/forecast analysis and distributionCoaching of support teamsCampaign distributionCampaign scheduling generation in according to needs and forecast

    • European Commission

      Jan 2020 - now
      Support Manager @ Europa Analytics

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Luis Malato
      Top Performer, Operador Reveleção Teleperformance Portugal Nov 2013 Reconhecimento da Teleperformance a um único operador por excelente desempenho e ética de trabalho em campanhas com capacidades multilingues