The role of a Customer Success Operations Manager requires organisation, proactivity, good business sense and top-notch communication skills.• My main goal is to make sure that the level of service and client’s expectations are being met and exceeded. With that in mind, is my job to deliver regular reports and dashboards around ps kpis such as bookings, billings, utilisation, revenue, margin, investment work, project profitability, burn down (actuals and scheduled), analyse and track resource demand staffing utilisation, demand/capacity, project profitability, act as a primary business partner for quarterly and yearly target setting exercises, system enhancements and ongoing reporting needs.

Responsible for the integration of clients from another recently acquired company, seeking full integration of tools, metrics, workers and teams.Data-driven role also responsible for monitoring the team's performance and KPIs, organizing tasks and making decisions, improvements and projects aiming continuously maximising every opportunity to create more business for the office. Main day-to-day tasks: daily meetings and weekly reviews with the teams, MBRs, project management and margin analysis.

Trainee development (OCT 19 – JAN 20): Intensive learning and development program to acquire core job knowledge and skill sets. Job rotation and cross-department projects to understand the company's business and operations.With a problem-solving orientation, my role was to take the historical challenges of the company and improve its performance by managing project like the Cargo Integrity project, where after it was completed it was possible to achieve 89% of cost reduction with client compensation for demaged cargo, 40% reduction on cargo abnormalities and an increase of 63% of customer experience evaluation.

In charge of identifying purchasing needs and monitoring stock levels, identifying pricing difference, evaluating offers and negotiating terms with vendors while price and quality. Solid understanding of supply chain procedures and policies.

Responsible for controlling KPIs such as severity of MRS’ accidents, budget and cost with PPI (personal protection equipment);Leader of a project that developed a criticality matrix for non-conformities that could cause an accident, a fine, damage to propert or environmental accident.