🔥 Driving Customer Service Excellence & InnovationI excel at transforming challenges into strategic opportunities, revolutionizing Customer Service within fast-paced, dynamic tech environments. My focus is on embedding Customer Service at the core of business strategies to drive sustained growth and success.📈 Customer-Centric LeadershipWith a deep passion for Customer Service, I empower tech companies to achieve their goals by integrating customer-centric initiatives that enhance satisfaction and loyalty, positioning them ahead of the competition.🌟 Expert in Community OperationsMy extensive experience in end-to-end Community Operations has equipped me with the skills to deliver measurable results through proactive communication, ownership, and strategic problem-solving.📚 Continuous Learning & AdaptationI am committed to staying ahead of industry trends and technologies, continuously refining my expertise to meet the evolving demands of the Customer Service landscape.🔑 Core CompetenciesChange Management | Stakeholder Engagement | Strategic Decision-Making💡 Innovation-Focused MindsetI thrive in environments where innovation is key, driving creative solutions that not only address immediate needs but also anticipate future challenges, ensuring long-term success.✨ Building Lasting RelationshipsRenowned for my ability to forge strong connections with customers and stakeholders, I prioritize trust and loyalty, going above and beyond to deliver exceptional outcomes.💪 Passionate About ImpactMy commitment to excellence is unwavering. I am dedicated to creating unforgettable experiences and driving continuous organizational improvement, always with a focus on making a meaningful impact.
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Program ManagerUberLisbon, Pt -
Program SpecialistUber Oct 2022 - PresentLisbon Metropolitan AreaPart of the Process Design and Governance team, a member of the Global Service Design(GSD) organisation within Uber. Responsible for managing projects from beginning to end as well as being the owner of strategic tasks related to several initiatives across Uber global. The scope of work consisting into managing projects identified by the Leadership team and assisting other teams within the GSD org to either create or streamline processes and policies as well as building a more robust governance framework to strategic projects to increase efficiency and change management. Current responsibilities are:Project and Program Management Governance design and optimisationProcess design, harmonisation and consolidationRisk prevention and mitigationCommunication and reporting to key stakeholders to assure awareness and engagementDocumentation to increase efficiency and transparencyStakeholder management - in a strategic global role often engaging our mega regional teams to assure that Uber adopts a global first approach to their Community Operations. Such as the following teams: Leadership, Customer Support, Analytics & Insights, Workforce Management, Human Resources, Facilities, and Payroll
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Eats Beyond Support Team LeaderUber Jun 2022 - Sep 2022Lisbon, Lisbon, PortugalPromoted to Eats Beyond Support Team Leader responsible for overseeing the operations in the Portuguese, Spanish, and Dutch markets. More advanced and complex support tier within the Lisbon's Center of Excellence office in Lisbon. Team operations are based on goals and Organizational Key Results and deliverables.Responsible for overseeing 12 headcounts(and growing) across 3 different markets where we are providing key strategic support to local Sales, Account Management, and Operations team dealing with our Uber Eats Merchant partners. The scope of our job is to smoothly enable such teams to continue generating revenue in a seamless way to continue to ascertain our leading position in each respective market while still gaining more market share.Tasks related to:- Onboarding of Small and Medium Businesses as well as Enterprise accounts- Account Management related admin work for Small and Medium Businesses as well as Enterprise accounts- Internal processes and policies harmonization and optimization- Managing supply chain for assets acquisition and distribution- Compliance assurance
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Support Team LeadUber Aug 2021 - Jul 2022Lisbon, PortugalResponsible for co-managing a mixed core support Level 2 team. Began with a total of about 40 reports, about 20 direct and 20 indirect reports. Successfully led the downsizing from 40 to 18 headcounts of the team while working on assisting and enabling the project related to the absorption of contacts by the BPO. Team responsible for providing support to the Uber Eats to all of our Merchant and Delivery Partners as well as users.As a Team Leader was responsible for overseeing administrative tasks as well as operational tasks. Such as: Create an inspiring team environment with an open communication cultureSet clear team goalsDelegate tasks and set deadlinesOversee day-to-day operationMonitor team performance and report on metricsMotivate team membersDiscover training needs and provide coachingListen to team members’ feedback and resolve any issues or conflictsRecognize high performance and reward accomplishmentsEncourage creativity and risk-takingSuggest and organize team building activitiesBe the bridge between Support and Customer Experienc/Product operations
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Safety SpecialistUber Mar 2021 - Aug 2021Lisbon Area, PortugalTransitioned to our Safety Investigation team as an agent responsible for supporting Uber's Iberian region. Responsible for providing Level 2, Tiers 1 and 2 support to Delivery, Driver, and Merchant partners as well as users across Uber's platforms both in the Delivery and Mobility verticals. Support provided in Portuguese, Spanish, and English.While handling the safety support operations was also responsible for identifying and finding escalation patterns from the Business Process Outsourcing (BPO) partner as well as any issues that might be arising in the marketplace. Some of the responsibilities was to feed this information, business intelligence, and insights up the ladder through the appropriate channels to assure; Process Optimisation, Harmonisation, Improved Customer Experience, Decreased contact rate, Compliance, and Safety. Success was measured through Tickets and Actions per hour, Incident Reports filled, Deactivation Audit reviews, as well as the efficiency, quality and satisfaction of the interactions provided.
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Customer Support RepresentativeUber Aug 2019 - Mar 2021Lisbon, PortugalHired as a Customer Support Representative for the Uber Eats Portuguese market. Responsible for providing in house Level 2 support to all of our Merchant and Delivery Partners as well as users. While handling the customer support operations was also responsible for identifying and finding escalation patterns from the Business Process Outsourcing (BPO) partner as well as any issues that might be arising in the marketplace. Some of the responsibilities was to feed this information, business intelligence, and insights up the ladder through the appropriate channels to assure; Process Optimisation, Harmonisation, Improved Customer Experience, Decreased contact rate. Success was measured through Tickets and Actions per hour, as well as the efficiency, quality and satisfaction of the interactions provided.Soon became one of the top performers of the team. Constantly seeking opportunities to add value across the board and providing cross support to the different Lines of Business within the site.
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Customer Support ProfessionalSitel Nov 2018 - Jul 2019Lisbon Area, PortugalOutsourced customer support representative in the Airbnb project. -
Crew MemberBurger King® Feb 2016 - Dec 2016Brighton And Hove, England, United KingdomNight shift crew member. -
English Language InstructorWizard By Pearson Aug 2015 - Dec 2015SantosEnglish as a second language instructor.
Frequently Asked Questions about Mateus Toffoli Garcia
What company does Mateus Toffoli Garcia work for?
Mateus Toffoli Garcia works for Uber
What is Mateus Toffoli Garcia's role at the current company?
Mateus Toffoli Garcia's current role is Program Manager.
Who are Mateus Toffoli Garcia's colleagues?
Mateus Toffoli Garcia's colleagues are Gabby Piza, Marcella Tamalet, Eduardo Barboza, Godwill Matsheza, Erivanilson Santos Do Nascimento, Vansh Mahendra, Jose Reyes.
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