Sofia Silva Email & Phone Number

Porto, PT

Lisboa E Região, Portugal

• Owner of the Reporting routines for one of Teleperformance top partners on Customer Service Support, by providing insights on Operational, Quality and Performance results on Weekly, Monthly and Quarterly basis;
• Responsible for the daily relationship with our partner, either with Operational Management and Vendor Managers;
• Supporting Top Management with ad-hoc analysis, either requested or planned to be delivered, with the intention to provide Top Managers the strategic information and knowledge to support decision making;
• Daily interactions and synergies with several support teams: Workforce, Quality and Training managements for a combined and improved reporting.

Porto E Região, Portugal

• Responsible for the creation, design, development, and maintenance of several top management reports for Jumia E-Commerce Group (main topics: Logistics, Jumia Services, Systems Synchronization, Standard Operating.
• Performing daily QA for reported data (analysis done cross the 12 countries Jumia operates on)
• KPI definition and build with the top management team
• Participation on the ongoing processes of new data integration, from different source systems, into a unique DWH (by requesting new data integration, discussion one-on-one with Developers the intended output, doing QA.
• Active role in Jumia Business Analysts team, introducing some new methods to improve team efficiency and productivity
• Daily Communication with cross countries teams, from top shareholders to Operational colleagues or fellow Analysts, based on one of Jumia’s countries

Porto E Região, Portugal

• Managing a team at Customer Service (about 300 people)
• Guiding my teams to achieve high number of answered calls, in an effective and efficient way, meeting our Client expectations
• Handling workers’ working schedule
• KPI’s measurement to understand Client’s satisfaction and workers’ performance
• Knowing and solving Client’s questions
• Keeping a portfolio of all the important documents regarding meetings and deals made with our Client

Porto E Região, Portugal

• Managing teams for Customer Service, at Commercial Department (about 70 people)
• Guiding my teams to achieve their goals and Sails levels
• Promotion of a transparent, informed and responsible sail
• KPI’s creation and measurement to understand teams’ development
• Creation of documents and dashboards to document the project’s evolution and for Operational meetings’ presentation
• Continuous improvement of procedures, politics and customer service standards

Porto E Região, Portugal

Customer Service experience for NOS Communications S.A.

Master In Information Management, Knowledge Management And Business Intelligence

Mestrado, Gestão

Anatomia Patológica, Citológica E Tanatológica, Tecnologias Da Saúde