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.

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.

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.
• 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.
• 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.

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