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João Agrela Email & Phone Number
Director of Support
at
Sembi
1 work email found
@getxray.app
LinkedIn matched
✓ Verified May 2026
4 data sources
Profile completeness 100%
Current company
Role
Director of Support
Location
Sintra, Lisbon, Portugal
Company size
Who is João Agrela? Overview
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Quick answer
João Agrela is listed as Director of Support at Sembi, a company with 70 employees, based in Sintra, Lisbon, Portugal. AeroLeads shows a work email signal at getxray.app and a matched LinkedIn profile for João Agrela.
João Agrela previously worked as Senior Support Manager - Testing and Security tools at Idera, Inc. and Support Manager - Testing tools at Idera, Inc.. João Agrela holds Post-Graduate, Land Management from Universidade Nova De Lisboa.
Company email context
Email format at Sembi
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{first_initial}{last}@getxray.app
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Profile bio
About João Agrela
I currently have 10 years in BPO services, and 4in the Customer Support branch of SaaS companies in leadership roles. I currently have 60 HC under me and manage 6 Customer Support teams within the Idera Testing and Security brands. I oversee all Support operations in these brands and this ranges from recruiting, to monitoring and deciding KPIs to deciding on global strategies. I report directly to the Vice President of Operations, Software Testing and Security Business.
Listed skills include Geography, Gis, Research, Cartography, and 20 others.
Current workplace
João Agrela's current company
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Sembi
15 roles
João Agrela work experience
A career timeline built from the work history available for this profile.
Senior Support Manager - Testing And Security Tools
CurrentSenior Support Manager for Testing Tools.In this role I manage a multi brand Support team of L1, L2 and L3 Support Engineers, as well as Technical Account Managers and Implementation Engineers. I am responsible for deciding metrics with the remaining Support Leadership, review processes, staffing needs, working hours and performance. We are responsible for.
Nov 2023 - Present
Support Manager - Testing Tools
Support Manager for Testing Tools - Xray and Testrail from Idera Inc.
Sep 2023 - Nov 2023
Tech Support Manager
As the current support manager, my tasks include but are not limited to:Vendor Managing, setting KPI's, monitoring performance from internal and vendor Support Teams and assessing support priorities;Maintaining proper Support calendar and Support Work hours, between Internal team and Vendors;Leasing with Product teams to escalate bugs and customer needs.
Sep 2022 - Sep 2023
Customer Support Team Manager
Leading a team of engineers to assist Customers with issues and product improvement. Assure Teams KPIs are reached to the highest industries standards. Liaison between Support and Product and Customer Success teams, to ensure the best possible assistance to customers.
Jun 2021 - Sep 2022
Wfo Regional Lead
Responsibilities include, but are not limited to Leading and Managing a team of Real Time and Schedule Specialists. Ensuring workflow quality from WFM to RTS and SS.Attrition and absenteeism monitoring, conformity with labor law, assisting with recruitment processes, providing OM and WFO with trend analysis of main KPIs.Analysing data related to adherence.
Jun 2020 - Jun 2021
Customer Service Team Lead
Mar 2020 - May 2020
Team Manager
Direct management of 15 people team.Indirect management of 100 agents.Compiling, presenting and defending KPI scores.KPI Deep-dive analysis.Real Time KPI tracking.Absenteeism and lateness tracking.Individual development plan creation, implementation and evaluation.IT incident reporting, app feedback to client POCs.GDPR and quality standards evaluator..
Feb 2019 - Mar 2020
Team Lead
Sellbytel Group Portugal
Managing and Team leading. KPI analysis. Lateness and absenteeism tracking. COPC procedures enforcing.HR/advisor liaison.Weekly KPI reporting for high profile Customer (up to 9 KPIS per queue, total of 4 queues).Compliance and security procedures enforcing.
Aug 2017 - Feb 2019
Customer Care Senior Operator
Fiber optics FTTP and coper network configuration, Alcatel, Huawei, Lucent and dedicated MEO/PT network. Record keeping and update of network data. Inter-department liaison, VIP Customer care. Team management when required, writing of procedures manuals. Tester of EDA, 4K TV service, MeoGames, SingleEdge technology, among other new services and developments.
Feb 2013 - Jun 2016
Researcher
Universidade Atlântica
Researcher with the ICARUS project, (ERA- IWRM/0004/2009, Climate Change Adaptation in Rural Social Ecosystems in Southern Europe).
Jun 2012 - Jun 2013
Scholarship
Antarctic Environments And Climate Change Research Group
Permantar 2- Permafrost and Periglacial Environments
Jun 2011 - May 2012
Colaborator
E-Geo Center For Geographical And Regional Planning Studies
Assistance of academic paper related research.
Jun 2010 - Feb 2012
Gis Technitian
Municipia S.A.
GIS technitian, building of the National Postoffice GIS base network.
Aug 2010 - Jun 2011
Gis Technitian And Cartographer
Faculdade De Letras Da Universidade De Lisboa
Cartography at GEITONIES international project.
Mar 2010 - Jun 2010
2 education records
João Agrela education
Post-Graduate, Land Management
Degree, Geography And Regional Planning, Land Management
FAQ
Frequently asked questions about João Agrela
Quick answers generated from the profile data available on this page.
What company does João Agrela work for?
João Agrela works for Sembi.
What is João Agrela's role at Sembi?
João Agrela is listed as Director of Support at Sembi.
What is João Agrela's email address?
AeroLeads has found 1 work email signal at @getxray.app for João Agrela at Sembi.
Where is João Agrela based?
João Agrela is based in Sintra, Lisbon, Portugal while working with Sembi.
What companies has João Agrela worked for?
João Agrela has worked for Sembi, Idera, Inc., Xray By Xblend, Talkdesk, and Webhelp.
How can I contact João Agrela?
You can use AeroLeads to view verified contact signals for João Agrela at Sembi, including work email, phone, and LinkedIn data when available.
What schools did João Agrela attend?
João Agrela holds Post-Graduate, Land Management from Universidade Nova De Lisboa.
What skills is João Agrela known for?
João Agrela is listed with skills including Geography, Gis, Research, Cartography, Microsoft Office, Arcgis, Excel, and Environmental.
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