
Victor Ortuno
Customer Care Professional

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About me
Customer Excellence Manager at Emma – The Sleep Company
Education

Udemy
-Online course Human Resources Management and Services
Certification in Human Resources Management in Tecla professional school, Lisbon
2017 - 2018Human Resources Management/Personnel Administration, General
University of Lisbon
2012 - 2015Bachelor's degree sciences communication
Experience

Sitel
Oct 2012 - May 2016Customer Care Professional- Management of customer accounts: Kobo, Airbnb- Data analysis of security issues with customer accounts

Teleperformance
Jan 2017 - Jun 2018HR Assistant ,TELEPERFORMANCE, Lisbon-Assisting in new employee orientations-Recruiting, hiring and training new employees-Scheduling meeting and appointments, maintaining calendars and copying files

Teleperformance
May 2019 - Nov 2020Customer Success Supervisor: Philips
Emma – The Sleep Company
Nov 2020 - now- Optimized customer service processes for marketplaces enhancing customer engagement- Data analysis of account health- Leadership and creation of a customer service team for marketplaces - Development of a workflow to implement the customer service structure- Data analysis on customer success KPIs for quality assessments- Development of a workflow for a \textbf{chat bot} to enable automated interactions
Customer Success Manager European Marketplaces
May 2022 - nowCustomer Excellence Manager LATAM
Dec 2021 - Aug 2022Customer Excellence Manager
Jun 2021 - Dec 2021Customer Service Specialist
Nov 2020 - Jun 2021
Licenses & Certifications

Oracle Database 12c: SQL Fundamentals
Udemy: Online CoursesMar 2020
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