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João Miguel Penedo is listed as Service Assurance Manager at OutSystems at OutSystems, a company with 1465 employees, based in Lisboa, Lisbon, Portugal. AeroLeads shows a matched LinkedIn profile for João Miguel Penedo.
João Miguel Penedo previously worked as Customer Office | Service Assurance Manager at Outsystems and Customer Office | Service Assurance Lead at Outsystems. João Miguel Penedo holds 3º Ano Não Completo, Gestão De Empresas from Universidade Lusíada De Lisboa.
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Organized, determined, results oriented and very attentive to the details are just a few characteristics that describe me as a professional.I consider myself as an extremely versatile professional who loves to be challenged and, above all, passionate about customers. My first professional experience was in 1997 in a Contact Center and I immediately realized the importance of the word “Customer” within an organization.Since then my career has always been very close to the Customer Support Teams and more recently as the Service Assurance Team Manager of the Company.In the last 20 years I’ve had the opportunity to participate actively in a large number of important projects in the companies I worked to
Listed skills include Service Assurance, Process Management, Process Optimization, Process Improvement, and 18 others.
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A career timeline built from the work history available for this profile.
Lisboa, Portugal
Optimizing Global Support teams' efficiency by defining and monitoring processes and controls, promoting continuous improvement, maximizing customer satisfaction, and contributing effectively to fix and prevent value gaps.
Lisboa E Região, Portugal
Lisboa E Região, Portugal
Enquanto responsável pelo Service Assurance coordeno e oriento a equipa nas seguintes funções e objetivos:- Reporting Engeninner and Business Intelligence;- Gestão e Coordenação de intervenções programadas;- Gestão de A a Z dos Sistemas de Suporte à atividade do Customer Service nomeadamente nas vertentes de ITSM (BMC Remedy) e SPOC (AVAYA - ACD, AAEP.
Lisboa E Região, Portugal
Experiência na especificação e implementação processos de suporte ao negócio em plataformas de Ticketing ITSM baseadas no Framework ITIL V3 (BMC Remedy ITSM).Esta experiência, resulta da responsabilidade em garantir que o BMC Remedy ITSM responda de forma eficaz a todas as necessidades do Pós-Venda. Nesse sentido tenho responsabilidade pela análise dos.
Lisboa E Região, Portugal
Coordenação e Gestão Operacional de várias equipas de Contact Center quer em regime de inHouse como em Outsourcing. Entre as principais funções destaca-se a responsabilidade pela gestão dos recursos humanos (dimensionamento, recrutamento, férias, etc) assim como dos vários recursos físicos e tecnológicos utilizados; Gestão dos contratos celebrado com os.
Lisboa E Região, Portugal
Monitorização de contactos e processos de Clientes e posterior produção de relatórios qualitativos do desempenho do Contact Center com a identificação das causas dos desvios nos níveis de serviço contratados e das respetivas ações de melhoria necessárias. Definição e revisão de procedimentos de suporte ao negócio.Diretamente envolvido enquanto Gestor de.
Lisboa E Região, Portugal
Responsabilidade no processo de Supervisão e de Gestão de Qualidade de Contact Center. Entre as principais funções, destacam-se a experiencia na monitorização e avaliação da qualidade dos contactos recebidos e efetuados assim como dos processos que destes resultam; Formação contínua aos agentes; Especificação, implementação e análise do reporting de.
Other employees you can reach at outsystems.com. View company contacts for 1465 employees →
Ashish Mehrotra
Colleague at Outsystems
Singapore, Singapore, Singapore
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AN
Alex N
Colleague at Outsystems
Porto, Porto, Portugal, Portugal
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LF
Luís Figueiredo
Colleague at Outsystems
Portugal, Portugal
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AP
André Pinto
Colleague at Outsystems
Lisbon Metropolitan Area, Portugal
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IV
Inês Victorino
Colleague at Outsystems
Lisbon, Lisbon, Portugal, Portugal
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S(
Sukanya (Anya) Nakklay
Colleague at Outsystems
Bangkok, Bangkok City, Thailand, Thailand
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BM
Ben Masotta
Colleague at Outsystems
Greater Boston, United States, United States
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SM
Smruthi Mohan
Colleague at Outsystems
Coimbatore, Tamil Nadu, India, India
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DM
Dian More
Colleague at Outsystems
Norman, Oklahoma, United States, United States
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SW
Susan Witt
Colleague at Outsystems
Dacula, Georgia, United States, United States
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Quick answers generated from the profile data available on this page.
João Miguel Penedo works for OutSystems.
João Miguel Penedo is listed as Service Assurance Manager at OutSystems at OutSystems.
João Miguel Penedo is based in Lisboa, Lisbon, Portugal while working with OutSystems.
João Miguel Penedo has worked for Outsystems, Oni, and Tmn.
João Miguel Penedo's colleagues at OutSystems include Ashish Mehrotra, Alex N, Luís Figueiredo, André Pinto, and Inês Victorino.
You can use AeroLeads to view verified contact signals for João Miguel Penedo at OutSystems, including work email, phone, and LinkedIn data when available.
João Miguel Penedo holds 3º Ano Não Completo, Gestão De Empresas from Universidade Lusíada De Lisboa.
João Miguel Penedo is listed with skills including Service Assurance, Process Management, Process Optimization, Process Improvement, Customer Service, Contact Centers, Customer Experience, and Quality Assurance.
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