Rodrigo Versiani Email & Phone Number

Kingscourt, County Cavan, Ireland

● Ensure all orders are processed in a timely fashion to achieve customer deliveries. ● Investigate and solve customers’ problems/complaints as well as develop and enhance the feedback and complaints procedures for customers to use.● Identifies opportunities and makes suggestions for assigned account’s business processes.● Ensure budget requirements are monitored and managed.● Develop and maintain clear standard operating procedures for all activities.● Maintain an orderly workflow according to priorities.● Contributes to the maintenance of a central source/repository for all Customer Success Management processes, procedures, tools (SAP, Salesforce), documents, best practices to enable continuous process improvement and the creation of scalable and repeatable process capabilities.● Drive key project and digitalization growth within the business.● Manages required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements.● Line Management of the customer service manager and design teams. Ensuring performance appraisals are conducted with all staff.● Monitors performance against forecast to ensure forecast targets are met.● Works internally to identify and resolve root cause for issues raised by customers identify through internal surveys and NPS.

Limerick, County Limerick, Ireland

Responsible for delivery of contracted Service Levels and KPIs.Deliver maximum revenue and profitability through effective management of KPI’sManage and develop a positive and effective relationship with client.Build, process and collect data as part of decision making.Proactively engaged in coordinating key business planning activities (e.g. forecasting, recruitment,client meetings and reviews etc.)Drive, embed and use Change Control as key business framework.Deliver and grow business unit’s margin.Responsible for implementing, assessing and monitoring new ideas.Ensure compliance with Change Control process, to avoid margin shrinkage and scope creep.Implement and manage incentive structures which promote value adding behavioursIncrease team’s commercial awareness and understanding of SLA obligations.Lead and support management of team performance using the data according to company metrics.Drive and support personal development, succession planning and talent management across the business.Lead, Drive and Support the Operation Managers on Site.

Limerick

● Lead the team to meet and exceed business objectives, client and corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism, and attrition.● Direct involvement in the recruitment, selection, induction training, and ongoing skills development for all advisors in the team.● Review and monitoring work performance of all advisors against agreed KPIs, using performance management tools to manage any shortfall.● Implement reward & recognition programs.● Share best practices across teams and build a spirit of teamwork and a work environment that promotes a high level of engagement amongst team members.● Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign.● Build finance report for the company focused on commission figures, month results in performance, and guarantee the correct payments to all in the company.● Motivational huddles daily to ensure the pulse of the team.

Limerick, Ireland

Limerick, Munster, Ireland

Campina Grande

• Build and maintain strong relationships with clients, understanding their business objectives and challenges. • Lead operations to ensure KPI targets are met. • Worked with Training, Recruitment and HR to plan resourcing campaigns. • Set and reviewed quality performance standards. • Planned and implemented Contact Center strategy based on clients contracts. • Lead strategic initiative development and implementation with operation policies, procedures and work process improvements. • Provided strategic, transformative solutions to add value back into the client's business. • Collaborated with cross-functional teams to develop and implement solutions that meet client needs. • Developed and implemented processes that ensured the achievement of the Company's financial and operating goals and objectives. • Monitored projects progress, communicated updates to clients, and proactively address any issues that may arise. • Provided regular reports to management on key metrics of the business. • Created an environment, which delivered excellent service to clients; driving operations to consistently meet or exceed all financial and non-financial KPIs. • Cultivated client relationships at Operational levels and which all relevant directors to maximize the reputation and growth of TP business with each client account. • Managed and Supported operation of 500-2500 FTE staff assigned to multiple client programs with varying service level objectives, team leaders and agents skill requirements and technical solutions. • Displayed a keen sense of leadership; leading by example and encouraging a positive and self motivating approach to tasks; nurturing ambitious members of the team and coaching/mentoring junior members. • Translated the businesses short, medium and long strategy into deliverable objectives for my Managers. • Attended internal weekly, monthly and quarterly business reviews, building a cohesive client relationship.

Brazil

Sector - Call Centre Services • Managed internal and external customers of the company; harnessed keen interpersonal skills and strong crisis management abilities. • Acted as company speaker; focused on the deliverance of quality customer service. • Developed educational materials and projects aimed at improving the client care and negotiation skills. • Developed and implemented methodologies; focused on the improvement, quality and efficiency of telephone services. • Established creative and innovative procedures for the execution and deliverance of services, standardized and documented departmental activities. • Developed and established team portfolio goals and objectives. • Managed and followed up departmental activities related to various tasks such as, holidays, promotions, etc. Successful Projects/Achievements: • Managed the Quality department, and thanks to a strong and productive team effort we were able to expand both team and clientbase.

Brazil

Sector - Call Centre Services • Managed, planned, controlled and monitored the activities of the Quality division, analyzed the departmental quality indicators and evaluated relevant processes developed by the employees. • Harnessed keen communication skills through relationship development with both internal and external company clients. • Established operating procedures regarding the execution of services, standardization of workflow, in addition to developing and implementing team goals and targets. • Demonstrated strong financial and nominal skills through the management of departmental figures and budgets. Successful Projects/Achievements: • Implementation of the Quality department; expanding services and securing first place Sales recognition.

Brazil

Sector - Call Centre Services Successful Projects/Achievements: • Achieved the title of Best Sales Team within The company and Best Customer Service on regarding the care of light consumer accounts.

Brazil

Sector - Call Centre Services Successful Projects/Achievements: • Prepared detailed presentations and finely tuned presentation skills; addressed the company board.

Master Of Arts In Business Management, Business, 2:1 Honors Class

Activities and Societies: Workshops, employers presentation, teamwork, data analysis.Business Communication Marketing Management Economics.

Language / Literature - English And Portuguese, Licenciatura & Letras / Literature & Education

Português - Inglês Portuguese - English