Nelson Moreira

Experience

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  Concentrix

  Oct 2014 - Aug 2021

  During my experience as coordinator of the quality and training team, I was one of those responsible for obtaining quality results by managing four projects. Among our indicators we had QA Score, Training Completion and CSAT, in addition to helping with other tasks at an operational level and preparing WBRs, MBRs and QBRs. As a supervisor, I took care of a team of around twenty agents dedicated to providing technical support to end users of a famous brand of telephone products. In addition to working with the objective of achieving the best possible satisfaction for the end user, I also opened and monitored the development of each of the team's agents. Responsible for receiving and implementing initial training for new employees and also refresher training for older employees. Responsible for performing remote, side-by-side, and random quality audits of agents. Assisted in filling out reports. Provision of technical support for end users of a major brand of mobile telephony equipment.

  • Quality and training coordinator

    Nov 2019 - Aug 2021

  • Bilingual Supervisor

    Sept 2017 - Nov 2019

  • Trainer

    Feb 2017 - Sept 2017

  • Quality Analyst

    Feb 2015 - Feb 2017

  • Agente de Atendimento

    Oct 2014 - Feb 2015
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  Teleperformance

  Aug 2021 - Jul 2022

  As coordinator of the quality and training team, I was responsible for ensuring quality results, completing operation training, creating new training materials and keeping articles updated within the knowledge base. As coordinator of the operations team, my responsibilities were to ensure the delivery of the main operational indicators, such as CSAT, SLA, QA Score, Backlog, IR, Abs, in addition to also working with the RA (Reclame Aqui) platform and the team's motivational system. Our team was made up of Phone, Chat, Email and Social Media channels.

  • Quality and Training Coordinator Bilingual

    Mar 2022 - Jul 2022

  • Operations Coordinator Bilingual

    Aug 2021 - Mar 2022
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  Cognizant

  Aug 2022 - Nov 2023

  Team Manager

  As a team manager, I was responsible for preparing and presenting the team's operational results in WBRs, MBRs and QBRs. Among the main KPIs worked are CSAT, QA Score, SLA, IR, Abs and Attendance, where, for each of them, I use root cause analysis tools to develop the best possible action plan. In addition to the items mentioned above, in order to provide an appropriate work environment, I also actively work with motivational actions for the team. In our project we have agents who work on the Phone, Email, Chat and Live Transfer (of which I actively participated in the implementation process) channels. Show less

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  TA Connections

  Dec 2023 - Jun 2024

  Customer Service Manager

  As Operations Manager, my main responsibility is to ensure the management of the entire team not only in terms of results indicators, but also ensuring good productivity rates and ensuring the team's motivation.In addition to the tasks mentioned above, I am also the company's main point of contact with the client based in Brazil, ensuring good communication between the other hubs in the Americas, preparing weekly, monthly and quarterly results presentations.

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  Teleperformance

  Jun 2024 - now

  Bilingual Operations Coordinator

  As coordinator of the operations team, my responsibilities are to ensure the delivery of the main operational indicators, such as CSAT, SLA, QA Score, Backlog, IR, Abs and also with the team's motivational.Our team mainly takes care of the anti-fraud channel.