Michael Silva Email & Phone Number

Barcelos, Pt

Porto, Portugal

-Defined procedures, operating processes, and Service Level Agreements (SLAs) for different levels of Customer Support (T1, T2).- Managed Zendesk implementation and implemented the customer support model for the CS team. -Scaled Customer Support operations to ensure adequate support coverage.-Continuously improved workflows and processes, leveraging standard operating procedures.-Coached and developed individual skills for team members.-Effectively managed and trained the Customer Support team.-Monitored and navigated the Customer Support team tasks to ensure adequate coverage, constant -product development based on client feedback, and adherence to correct procedures.-Managed the internal complaint process.-Implemented customer support tools to enhance efficiency and scalability.-Created new workflow processes and documentation to deliver excellent customer service.-Developed training materials and internal/external knowledge bases

Porto, Portugal

-Conduct agent training and preparation to ensure readiness for company objectives and performance standards.-Monitor and evaluate daily performance of agents, identify operational issues, and suggest improvements to enhance department and individual performance.-Manage customer tickets and service delivery to maintain effectiveness.-Use various KPIs to assess agent performance, provide learning and development opportunities, and apply corrective measures as needed.-Prepare reports and data analysis to support department management and inform company goals.-Expertise in Service Desk and Atlassian products (Jira and Confluence), as well as experience in project development and support line improvement initiatives.

Esposende, Braga, Portugal

-Providing training and support to call center representatives to ensure they can effectively handle customer inquiries and complaints, and troubleshoot problems with services or products.-Ensuring that agents understand and comply with company objectives, performance standards, and policies.-Providing guidance and support to agents on best practices and handling difficult calls.-Developing and implementing sales objectives to drive performance and achieve business goals.-Identifying operational issues and suggesting improvements to maximize the performance of agents on a daily basis.-Monitoring and evaluating agent performance through key performance indicators (KPIs), providing learning and coaching opportunities, and taking corrective action as needed.-Preparing reports and analyzing data to assist management in determining call center goals and objectives.-Collaborating with other supervisors and management team members to support agents and maximize customer satisfaction and sales.-Providing systems training to new agents on Microsoft Excel, CRM, Collab, Microsoft Outlook, and Microsoft Windows.-Demonstrating a strong understanding of positive HR practices and their application in a call center environment.

Braga E Região, Portugal

-Expertise in Tier 2 IOS, macOS, Apple Watch, Account Security, and Wireless Multimedia.-High proficiency with logging and support tools for efficient documentation and troubleshooting of issues, including company database.-Demonstrated ability to investigate consumer device issues through data interpretation and analysis, resulting in effective resolution strategies.-Excelled in addressing inquiries and solving problems for both internal and external customers, effectively managing conflicts.-Established reputation as a top advisor with a track record of consistently meeting company stat goals and delivering accurate solutions.-Recognized for outstanding customer service and company dedication through multiple positive reviews from both customers and management.

Canadá

-Assist in coordinating and managing daily on-site operations.-Prepare daily reports for crew and machinery.-Expertise in earth excavation, backfilling and grading.-Familiarity with surveying principles.-Proficient in using Laser & GPS Satellite Guided Excavation Systems.-Experienced in underground utility installation.-Responsible for equipment quality control.

Braga E Região, Portugal

-Develop and implement strategic plans for logistics, warehouse, transportation, and customer services management.-Oversee and optimize the full order cycle, including liaising and negotiating with suppliers, manufacturers, retailers, and consumers.-Monitor and track quality, quantity, stock levels, delivery times, transport costs, and efficiency.-Manage warehouse operations, cataloging of goods, route planning, and shipment processing.-Resolve any arising issues or complaints to ensure customer satisfaction.-Achieve targets for cost, productivity, accuracy, and timeliness.-Maintain metrics and analyze data to assess performance and identify opportunities for improvement.-Ensure compliance with all relevant laws, regulations, and ISO requirements.