Felipe Joia Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

As a dynamic leader with a passion for operational excellence, I thrive in the fast-paced world of Central Operations. With a track record of managing a high-performing team of over 30 dedicated professionals, I've consistently delivered outstanding results and set the standard for efficiency and productivity.- Central Operations Point of Reference: A go-to resource for other departments seeking guidance on incoming work, ensuring seamless collaboration and coordination.- Global Team Management: Manage our outsourced teams, fostering strong international partnerships that drive success.- Workflow Optimization: Implementing workflow improvement processes, streamlining operations, and enhancing productivity across the board.- Product Management: Guaranteeing that product changes and updates are executed on time and according to schedule.- Documentation Expertise: Audit and ensure that all EU markets have the necessary documentation to facilitate operational efficiency, while also providing support to the US/NB markets when needed.- Daily Operations Oversight: Overseeing daily operations tasks, effectively distributing work for all EU destinations, ensuring fairness and resource availability.- Training, Onboarding, and Talent Acquisition: Dedicated to coordinating training and onboarding activities to nurture the growth and development of our team members. Additionally, I actively contribute to the hiring process, conducting interviews and selecting top talent to strengthen our exceptional team.- Supportive Leadership: Ensure that our team members have access to the tools and resources they need to excel in their roles.

Dublin, County Dublin, Ireland

• Providing quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productively• Identify and help to minimize the risks posed by fraud patterns and trends• Assisting users with risk process workflows• Identifying, recommending and implementing process improvements • Communicating relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required

• Ensure supply chain inventory continuity and efficiencies through systematic system monitoring.• Monitor, evaluate and build strategies for consistently improved performances in purchasing and inventory management.• Create and optimize inventory efficiencies to maximize gross profit by strategically monitoring demand, event costs and occupancy ratios.• Coordinate with other departments and local managers for consistent inventory availability. • Forecast and budget for growth predictions and demands. • Coordinate and train team members and other participants in purchasing skills and mass buys.• Reduced by 40% of the total department wastage through data analysis, strategies and processes.

County Dublin, Ireland

• Daily communication with in-market managers in Rome, Florence, Venice, Paris, Barcelona & London, ensuring their operational needs are met, and all pertinent information is communicated back to GX team for upcoming tours• Oversee large inventory purchases; working with local Product Managers to create buy plans, coordinating a team to execute purchases and ensuring that all ticket uploading and follow-up tasks are executed to a high standard• Work with local guide teams & our inventory team to optimize last-minute sales, reshuffling resources to create additional groups• Work within our database to ensure complete integrity of data, ensuring that all tour costs are up to date and that tour schedules are loaded and correct• Regular reporting to European Operations Manager on areas concerned with operational efficiency & needs

County Dublin, Ireland

• Building strong relationships with clients and matching them with the perfect products.• Autonomy to make important decisions, handling escalations and difficult queries within a queue-support & phone support, regularly attaining and exceeding weekly targets.• Following communication procedures, guidelines and policies. • Supporting the team in any queries on a daily basis, providing guidance to projects, and creating SharePoint globally accessed.• Creating training material for new staff members.• Performing daily communication with in-market Operation Managers globally to ensure their needs are met.• Working in collaborating with internal stakeholders including but not limited to Sales, Marketing, Operations and Finance.• Working with several platforms, such as Zendesk, Slack, Asana, Database and Google Docs.• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.• Creating, developing and managing projects with different teams such as Marketing, Creation, B2B Sales and Operations, in order to maximize profit and ensure the best customer experience.

Dublin, Ireland

• Head barista and responsible for quality check and customer care, responsible for orders, stock control, phone calls, end of the day cash-up and financial reports and assisting in compliance with Health Department regulations.• Supervising and working with people in different roles at back and front of the house as well as taking decisions, dealing with customers’ issues and solving problems.• Doing stock control, assisting in the preparation of staff roster, making phone calls, end of the day cash-up and financial reports.

São Paulo, Brazil

• Provided assistance, maintenance and support to users/clients, delivering full IT services and technical support, ensuring a stable infrastructure where things could run smoothly • Carried out monitoring, administration and troubleshooting of servers, database, domain controllers, network services, cabling, corporate antivirus systems, anti-spam and firewall• Coordinated projects and suppliers, monitored tickets, investigated systems and performance of servers in order to provide fast and accurate troubleshooting

São Paulo Area, Brazil

• Provided technical support to approximately 4.2k users, investigating and resolving issues on the system, server and computers to make sure that it ran smoothly and had a stable infrastructure• Executed troubleshooting processes to ensure system data integrity, followed up with users for issues resolution as required, escalating if needed• Administration and maintenance of associated network equipment, installing and configuring computer equipment software based on required software policies and standards• Performed hardware and software installation and provided high-level customer care, training, and technical support

Bachelor'S Degree, Drama And Dramatics/Theatre Arts, General

High School Diploma, Computer Technology/Computer Systems Technology