Moises Dall'Agnol Email & Phone Number

Dublin, County Dublin, Ireland

• Responsible for a team of 11 team leaders, across Artificial Intelligence (AI) and Safety projects with more than 150 employees.• Managing the day-to-day team operations, setting goals and driving team accountability on all operational levels in accordance with requirements and SLAs.• Providing exceptional people management, coaching, mentorship and career development to team members, Ops Team Leaders, Annotators and Content Analyst, achieving low attrition levels and high employee engagement.• Implementing new processes while working closely with other stakeholders.• Responsible for reporting to both Covalen Management & Client on the team performance and delivery against SLA’s.• Reviewing work practices and processes and implementing developments while leading through change, in order to improve productivity and quality, with teams both on site and remotely.• Analyzing customer data to make informed decisions about changes to the team, shift scheduling, staffing, etc.• Keeping close liaison and collaboration with global counterparts, developing effective and trustworthy relationships with the client and stakeholders.• Identifying, escalating and proactively managing business risks/incidents in a timely manner to both the client and internal senior management.• Prompt identification and resolution of service delivery issues including implementation of preventative measures.• Assessing and managing resources reallocation and financial optimisation.

Dublin, County Dublin, Ireland

• Leading, motivating and inspiring a team of Content Analysts, for a safe environment to the community.• Taking accountability for and managing team performance, quality, behavior, attendance standards and targets to meet client SLA’s and KPI’s.• Providing written reports to top management and client, documenting the achievement of the services.• Managing day-to-day operations of the team including workload allocation, workflows, scheduling & resourcing.• Providing regular feedback to team members through 1x1's, and coaching for career development.• Reviewing work practices and processes, and implementing developments in order to improve productivity and quality.• Managing team Time & Attendance, and payroll through available tools.• Keeping close liaison with global counterparts, developing effective and trustworthy relationships with the client and stakeholders.• Working in collaboration with department managers, quality and policy managers, coaches and quality analysts to improve the production process and delivery of services to the client.• Collaborating with trainers and coaches to ensure proper training and support to all team members.• Planning and forecasting daily, weekly and monthly coverage.• Ensure continued growth through recruitment interviews to identify new talents.

County Dublin, Ireland

• Promoting new B2B sales opportunities within an international environment for the Iberia and LATAM markets (Portuguese and Spanish).• Reaching around 160% of the established KPIs for daily outbound calls, with approximately 100 calls completed daily, and overachieving targets regarding the conversion of sales-qualified leads. • Providing excellent customer service by email and chat, acting as first point of contact within the company for prospects, and collaborating cross-functionally with other internal teams.

County Dublin, Ireland

• Led the LATAM team to achieve all targets, SLAs and KPIs, ensuring a high level of productivity and quality, driving operational improvements, and evaluating outcomes, acting as the escalation point of contact within the team.• Led, coached, developed, and motivated a high-performance team of 11 Business Development Executives, assessing individual and team objectives on an ongoing basis, and promoting regular communication and feedback on performance.• Implemented, monitored, and improved performance and quality processes within the team (physical and remote) to ensure quality leads were generated at all times. • Supported with the recruitment and training of new team members, and ongoing training of the existing team, providing additional training or changes to enhance productivity. • Developed and maintained excellent standards of customer service and delivery, implementing procedures and processes to maximize performance, and ensuring KPIs were met and constantly improved.• Liaised and cooperated with cross-functional teams and levels across a variety of departments and locations globally to optimize processes, operations, and customer experience. • Covered other Team Leaders when required, successfully leading multicultural teams from different countries.• Completed monthly payroll reports to ensure all hours, annual leaves, and sick leaves were monitored and tracked accurately, and responded to any HR related issues within the team as needed. • Engaged with clients on a regular basis, establishing clear and effective communication and working relationships, and creating weekly and monthly reports for senior management.• Participated in an internal e-learning project to attend training needs remotely, and assisted with other projects as required to attend business needs. • Awarded the Best International Team Leader 2018 and Star of the Month in September 2018.

County Dublin, Ireland

• Handled a large volume of daily outbound calls (around 120) to prospective customers within the LATAM team for the Spanish, Portuguese, and English markets, ensuring generation of high-quality leads for B2B customers.• Delivered high quality on standard and demanding campaigns (SONAR and BANT), consistently achieving all targets and KPIs, and ensuring excellent representation of company’s services.• Engaged customers on calls to share information and conduct surveys, gathering and recording accurate customers' details with previous authorisation, and maintaining all systems and databases up to date.• Transcribed calls from Spanish and Portuguese to English, ensuring the highest quality and attention to detail. • Awarded the IDG Direct International Certificate of Recognition for Best Quality in July, September, October, and November 2017 due to outstanding quality standards.

Porto Alegre, Rio Grande Do Sul, Brazil

• Managed operations successfully, monitoring all financial controls including accounts payable and receivable to ensure the achievement of business targets, reporting weekly and monthly to senior management.• Led a team of 7 Pilates Instructors in 3 different studios/offices, distributing work and shifts to ensure full timetable and the successful delivery of individual and group 210 Pilates classes weekly to 300/350 clients.• Provided feedback to instructors through effective evaluation and communication of quality and areas of improvement. • Ensured high customer satisfaction and quality of the service provided through the development and implementation of effective communication process and strategies.• Promoted and coordinated internal events to maintain clients and staff’s motivation.

Master'S Degree, Neurology, 9.4

Bachelor'S Degree, Physiotherapy, 9.8

• Awarded a Full Scholarship due to outstanding performance