Sandro Ribeiro Email and Phone Number
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I am a seasoned professional with over 18 years of experience in leadership and management roles in the technology industry. Currently, I work as a Service Delivery Lead at Accenture, where I excel in managing day-to-day service delivery across multiple teams. My expertise lies in driving performance, ensuring compliance, and delivering results in fast-paced environments.As a SDL at Accenture, I am the head of an entire Project of 30-45 individuals. I consistently ensure performance against agreed Service Level Agreements (SLAs) and employ root cause analysis to develop effective action plans for underperforming markets. Additionally, I actively engage with clients, providing exceptional service through regular interactions and delivering comprehensive business reviews.My entrepreneurial spirit led me to co-found a startup, Organizar por si, in the consulting industry while working at Accenture. In this role, I have demonstrated strategic thinking and utilized my managerial finance skills to drive profitability and growth. I have managed various aspects of the business, including operations, marketing strategy, and project management, positioning the company for long-term success.Prior to my current roles, I have held leadership positions at renowned organizations such as Dashlane, Webhelp, SELLBYTEL Group, Portugal Telecom, and Vodafone. These experiences have honed my skills in team management, training, quality assessment, and performance improvement.Beyond my professional achievements, I actively pursue personal growth and financial literacy. In my free time, I enjoy camping, surfing, and engaging in DIY projects.As an Operations Manager, I possess expertise in:- Strategic planning and execution- Team leadership and performance management- Client relationship management- Service delivery optimization- Root cause analysis and problem-solving- Project management- Entrepreneurship and business development- Financial management and profitability enhancement- Continuous improvement and innovationI am passionate about leveraging my extensive experience and skills to drive operational excellence and contribute to the success of organizations. Feel free to connect with me if you are looking for a results-oriented Operations Manager with a proven track record of achieving goals and leading high-performing teams.
Accenture
View- Website:
- accenture.com
- Employees:
- 407706
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Operations Sdl ManagerAccenture Sep 2023 - PresentLisbon, PortugalIn a client-facing capacity, I lead a dynamic team of professionals, ensuring top-notch service delivery in line with contractual metrics. Entrusted with sustaining and expanding vital client relations, I prioritize service excellence, innovation, and continuous improvement.Key Responsibilities:Uphold and nurture pivotal client relationships.Guarantee service delivery and metrics adherence.Embed innovative processes and workflows.Champion continuous betterment and value-added propositions.Oversee serious issue resolution and handle escalations.Mentor, guide, and manage the team, fostering their professional growth.
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Operations LeadAccenture Dec 2020 - Sep 2023Lisbon, PortugalManage day-to-day service delivery across 2 – 3 teams (30 – 45 individuals).- Ensure performance against agreed SLAs and drive root cause analysis & associated action plans for under-performing markets.- Manage client interactions for a cluster of teams and prepare & deliver weekly / monthly / quarterly business reviews to the client counterpart.- Support resource planning and utilization, manage issues and risks for a cluster of markets, and drive innovation & continuous improvement agenda across the team.- Encourage industry best practice across the team and attend weekly/monthly service meetings as required.
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Co-FounderOrganizar Por Si Sep 2022 - PresentBenavente, Santarém, PortugalCo-founded a startup in the Consulting industry.- Managed business operations, marketing strategy, and project management.- Leveraged managerial finance skills to drive profitability and growth.- Demonstrated entrepreneurship and strategic thinking to position the company for long-term success. -
Cx Support & Service - Senior Team LeadDashlane Jul 2019 - Dec 2020Lisbon Area, PortugalLed a team of 20 agents, including Team Leads, QA, Senior, and User Support Agents, to provide best-in-class service to customers.- Prepared and reported service level/business reviews and participated in business meetings with Operations Managers, Program, and Project Directors.- Supported daily operations through operational oversight and analysis, assuring all requests were processed within agreed SLA/KPI.- Conducted regular 1:1 and coaching sessions with direct reports, trained, mentored, and guided the team to strengthen their quality and efficiency.- Partnered with QA and Training teams and performed regular Quality Assessment and delivered regular refreshers on product/process updates.- Provided regular and actionable feedback, drove performance improvement plans, and overcame issues through coaching and practical solutions.- Ensured customer satisfaction and provided a stimulating and supportive environment for the team. -
Customer Service Team LeadWebhelp Feb 2019 - Jul 2019Lisbon Area, PortugalLed a team of 20 agents on the HotelTonight Project to provide best-in-class service to customers.- Interviewed and hired new staff, provided training and support to new agents using their new tools (Zendesk, HTX Partners, Talkdesk).- Prepared and reported service level/business reviews and participated in business meetings with Area Managers, Program, and Project Directors.- Performed and reviewed quality monitoring by analyzing areas of improvement (Knowledge Skills, Soft skills, and validated new procedures always ensuring compliance with company's policies and operational guidelines).- Organized 1-2-1 and Team Meetings, monitored and evaluated teams' performance using key metrics and addressed issues by providing direct coaching to improve it.- Provided team work with a stimulating and supportive environment, maintaining and increasing standards of customer care service. -
Team Manager, EmeaSellbytel Group Aug 2015 - Jan 2019Lisbon, Lisbon, PortugalAs a Team Manager at SELLBYTEL for the Apple Care Support project in EMEA, I was responsible for managing a team of Senior Technical Advisors. My key responsibilities included:-Preparing and reporting on service level and business reviews, and participating in business review meetings with Area Managers, Program and Project Directors.- Controlling the training and development of LVL4 & LVL3 Senior Technical Advisors.- Monitoring and evaluating team performance using key metrics and providing direct coaching to improve it.- Performing and reviewing quality monitoring by analyzing areas of improvement such as technical skills, soft skills, ability to follow company procedures, and compliance guidelines, including GDPR validation.- Ensuring compliance with company policies and operational guidelines.- Providing the team with a stimulating and supportive environment to maintain and increase standards of customer care service. -
Technical Support TrainerPortugal Telecom Apr 2013 - Aug 2015Lisboa E Região, PortugalAs a Technical Support Trainer at Portugal Telecom, my responsibilities included:- Providing specialist training, coaching, and feedback to the team.- Supervising and training multidisciplinary teams in various technical areas, including: - Network Technical Support for Fiber, IPTV and ADSL networks -
BackofficeVodafone May 2007 - Mar 2013LisboaAdministrative Process Manager Back Office OutsourcingMain areas: DSL, IPTV, particularly fiber optic and business, Business GSM
Sandro Ribeiro Skills
Sandro Ribeiro Education Details
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Esad Cr - Polytechnic Of Leiria( Not Completed ) -
Escola Secundária De Benavente12º ( Portuguese Lvl 3 Certification )
Frequently Asked Questions about Sandro Ribeiro
What company does Sandro Ribeiro work for?
Sandro Ribeiro works for Accenture
What is Sandro Ribeiro's role at the current company?
Sandro Ribeiro's current role is Co-founder Organizar por si & Operations Lead at Accenture.
What is Sandro Ribeiro's email address?
Sandro Ribeiro's email address is sa****@****tel.com
What is Sandro Ribeiro's direct phone number?
Sandro Ribeiro's direct phone number is +3519183*****
What schools did Sandro Ribeiro attend?
Sandro Ribeiro attended Esad Cr - Polytechnic Of Leiria, Escola Secundária De Benavente.
What are some of Sandro Ribeiro's interests?
Sandro Ribeiro has interest in Children, Poverty Alleviation, Science And Technology, Animal Welfare, Arts And Culture.
What skills is Sandro Ribeiro known for?
Sandro Ribeiro has skills like Atendimento Ao Cliente, Microsoft Office, Microsoft Excel, Marketing, Rede De Computadores, Mpls, Ios, Mac Os, Team Management, Team Leadership, Telecommunications.
Who are Sandro Ribeiro's colleagues?
Sandro Ribeiro's colleagues are Shivam Sable, Jose B., Nitya Khullar, Alliance Kameni Epse Mbend Fils, Dinesh Golla, Rashmi Singh, Sofía Lázaro.
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Sandro Ribeiro
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