Gabriel Lopes Email & Phone Number

Richmond, British Columbia, Canada

São Paulo, São Paulo, Brazil

Responsible for:• Process Structuring and Optimization: Define, redesign and improve the organization's operational processes, aiming to increase efficiency, reduce costs and improve the quality of services.• Review of Operational Flows: Evaluate and adjust existing workflows to ensure they are aligned with the company's goals and objectives, identifying bottlenecks and implementing solutions to improve them.• Data Analysis: Collect, Analyze and interpret relevant data… Show more Responsible for:• Process Structuring and Optimization: Define, redesign and improve the organization's operational processes, aiming to increase efficiency, reduce costs and improve the quality of services.• Review of Operational Flows: Evaluate and adjust existing workflows to ensure they are aligned with the company's goals and objectives, identifying bottlenecks and implementing solutions to improve them.• Data Analysis: Collect, Analyze and interpret relevant data to evaluate process performance, identify trends, opportunities for improvement and provide insights for informed decision making.• Continuous Improvement: Promote a culture of continuous improvement, encouraging the team to constantly identify opportunities for improvement in processes and implement effective changes.• Document Preparation: Create and maintain accurate and up-to-date documentation, including standard operating procedures, process manuals and technical documentation, to ensure consistency and compliance.• Product Development: Collaborate with development teams to help create and improve products, ensuring they meet customer needs and are aligned with internal processes.• Interdepartmental Collaboration: Support in managing the needs of other areas of the organization regarding the Assistance area.• Strategic Planning: Participate in the company's strategic planning, contributing insights related to processes to align corporate strategies with effective execution. Show less

Sao Paulo, Brazil

Main activities:Supervising the day to day operations of the assistances call center, providing support to our team of 20+ operators.Delegating tasks and cases ensuring staff is acting according to plan and executing effectively, while also mitigating risks, costs and complaints.Monitoring and management of key performance indicators (SLA, ASA, AHT, FCR, ABA %, NPS, churn, turnover etc).Helped HR with recruiment, training and development of new employees.Coaching… Show more Main activities:Supervising the day to day operations of the assistances call center, providing support to our team of 20+ operators.Delegating tasks and cases ensuring staff is acting according to plan and executing effectively, while also mitigating risks, costs and complaints.Monitoring and management of key performance indicators (SLA, ASA, AHT, FCR, ABA %, NPS, churn, turnover etc).Helped HR with recruiment, training and development of new employees.Coaching operators with feedback on their results on a montly basis, helping them to achieve global benchmarks and maximize their individual performance and potential.Main achievements:Successfully managed to smoothly coordinate mid pandemic transition from office based to home based for the entire department (20+ operators), ensuring service was not affect and clients never noticed;Improving the departments first call resolution percentage (FCR%) and average handling time (AHT);Awarded with the Assist Card Top Assistances Performer 2019 Award;Successfully developed operators under my direct supervision to senior roles within the company;Created communication templates and models which were implemented globally throughout assistances teams;Updated trainings on United States HealthCare regulations, including HIPAA. Show less

Sao Paulo, Brazil

• Coordinated travelers insurances assistances cases globally, including medical emergencies, concierge requests and other. I developed communication models that were implemented in brazil as well as other global offices, and exercised roles of leadership helping with coaching trainee and junior coordinators

Innovative Management, Business Administration

Specialization course in innovative management for tourism companies carried out through a scholarship awarded to students of excellence.

Postgraduate Degree, Marketing

O MBA EAD em Gestão de Marketing da UniBF busca oferecer um conhecimento aprimorado dentro das áreas de Marketing e Tecnologia.

Bachelors Degree, Tourism Management

3 year program in Business and Management for the Hospitality and Tourism Industry