Antonio Monteiro Sampson Email & Phone Number

Lisbon, Portugal

Lisbon, Portugal

Supervising a team comprising 6 full-time employees (FTEs) with a focus on driving motivation, fostering development, and optimizing performance-aligned with Key Performance Indicators (KPIs);Supporting and giving guidance (via Slack and on-site) to the entire team within Customer Service, comprising 25+ people;Conducting comprehensive quality and performance evaluations of the team members while providing individualized support through regular one-on-one meetings and tailored growth plans;Conducting skills-based interviews for prospective FTEs to ensure a cohesive team dynamic;Leveraging Looker for data analysis and creating detailed reports for Monthly Business Reviews with partners and clients;Acting as the primary liaison for clients, ensuring seamless integration of new processes and directives to enrich the company's knowledge repository;Collaborating with the Service Elevation Team on various initiatives, including automation projects, template development, and guideline enhancements;Daily use of CRM platforms such as Salesforce, Talkdesk, and internal systems, as well as communication tools like Slack and Zoom;Successfully transitioned from an Agent role to a Senior Agent, culminating in a leadership position,

Lisbon, Portugal

Lisbon, Portugal

Lisbon Area, Portugal

Providing email and chat support for general customer inquiries;Offering phone support as needed;Delivering technical support within the AppleCare project.

Brighton, England, United Kingdom

Enhanced customer journey and support for clients and financial advisers;Provided consistent assistance for online portal-related calls;Handled agent support duties, addressed queries, managed escalations, and ensured smooth processes;Served as an Academy Coach, providing training and coaching to new joiners;Acted as Digital Champion and Digital Communications Champion, fostering staff engagement with new systems and supporting company-wide communications;Managed L&G's participation in Brighton Pride and served as the location chairman for the LGBTQIA+ network.

Brighton, England, United Kingdom

Led a small team tasked with overseeing the processing and shipment of online orders;Supervised team performance, and results, and delivered ongoing training under the guidance of the General Studio Manager;Introduced innovative ideas and operational protocols to enhance efficiency and streamline inventory management, thereby minimizing errors;Interacted with VIP customers, tailoring their orders personally, often dispatched for promotional or corporate affiliations;Started as part of the production team, learning about various aspects of the business's products, evolving into an Online Dispatch Assistant, and later on managing the area of the business.

Gatwick, England, United Kingdom

Effectively managed and inspired the Cabin Crew team, assuming the roles of a leader and role model.Delivered ongoing on-the-job training through coaching and mentoring, evaluating both performance and expertise.Enforced rigorous compliance with Standard Operating Procedures, Emergency Protocols, and Safety Measures on all flights.Oversaw and orchestrated the consistent provision of top-tier Customer Excellence services.Evolution from Cabin Crew led cabin operations with a customer service focus, prioritized passenger safety, and maintained high on-time performance levels.