Talaware Barrozo Email & Phone Number

Lisboa, Portugal

As a BPO Efficiency Shift Leader at Kaizen, I am dedicated to operational excellence and continuous process improvement in Business Process Outsourcing (BPO). My role now includes optimizing process efficiency, managing content, and overseeing resources across Brazil, Latin America, Nigeria, Canada, Portugal, Poland, and Denmark.Key Responsibilities:Monitoring and Reviewing Content:• Overseeing content to ensure alignment with Kaizen's best practices and BPO needs.• Conducting periodic reviews of processes to identify improvements and ensure effectiveness.Mapping and Creating New Processes:• Leading process mapping to find opportunities for innovation and optimization.• Developing new content to address BPO needs, ensuring alignment with Kaizen's strategies.People and Resource Management:• Managing the efficiency team, coordinating schedules and shifts for optimal productivity.• Overseeing content needs and coordinating material production for team readiness.Differentiation and New Focus:The role now emphasizes improving process efficiency and managing content, ensuring Kaizen standards are applied by BPOs, unlike the previous focus on direct support.The goal as a BPO Efficiency Shift Leader is to drive operational efficiency through process review and improvement, enhancing Kaizen's position as a leader in BPO innovation and excellence

Lisboa, Portugal

As CS BPO Shift Leader at Kaizen, a global leader in business innovation, I am a professional dedicated to operational excellence and delivering high-quality services in the context of Business Process Outsourcing (BPO).I am part of the team responsible for imparting crucial internal knowledge to contracted BPOs by creating content for effectiveness and alignment with Kaizen's practices and standards.Key Responsibilities:Shift Management in the Kaizen Era:Supervising daily operations, aligning processes with the excellence standards set by Kaizen.Content creator and coordinator of shift schedules to optimize resource allocation and ensure adherence to company values and practices.Specialized Leadership and Coordination:Providing ongoing support to team members, serving as a focal point for critical issues related to customer service in the BPO perspective.Transferring internal knowledge to ensure BPOs follow Kaizen's practices and standards.BPO-Kaizen Integration and Collaboration:Close interaction with contracted BPOs, ensuring effective integration and continuous collaboration.Contributing to align BPO practices and processes with Kaizen's objectives and values.SCRUM in BPO Management:Applying agile methodologies, especially SCRUM, to optimize shift management processes and promote a collaborative and efficient approach.Advanced Monitoring and Reporting:Constant monitoring of daily activities, providing regular updates to team leaders and managers.Contributing to advanced reports reflecting performance, efficiency, and improvement opportunities in BPO management.Primary Objective:Within Kaizen, my commitment is to lead teams efficiently and ensure that contracted BPOs achieve operational excellence. Through the transfer of internal knowledge, SCRUM application, and effective collaboration, I continuously seek to optimize operations, ensure customer satisfaction, and contribute to the lasting success of Kaizen and its BPO partners.

Lisboa, Portugal

As a Key Account Management Customer Service Shift Leader, I am responsible for overseeing daily operations and ensuring the smooth execution of shifts. My role involves managing shift schedules, coordinating task allocation, and providing support to agents. I serve as the escalation point for critical issues within the realm of KAM Customer Service, ensuring swift resolutions in case of emergencies.I foster collaboration with various departments to address pending customer requests, working closely with CS Shift Leaders, Team Leaders, Supervisors, and Managers to resolve departmental issues. Additionally, I monitor and report on daily activities, providing regular updates to Team Leads and Managers. My responsibilities also extend to assisting with departmental reporting and stepping in to address KAM customer communications as needed.My dedication is focused on delivering exceptional service and support to our Key Account Management (KAM) customers, ensuring their satisfaction and the successful operation of our team.

Lisboa, Portugal

Responsible for handling shifts and ensuring that the daily operations run smoothly. Manages the shift and coordinates the shift schedule; Assists in monitoring and allocation of daily tasks; Supports agents with their issues and serves as an escalation point in case of emergency or a critical issue occurred regarding Customer Service; Collaborates with other departments, following up on pending issues related to customer’s request; Collaborates with CS Shift Leaders, Team Leaders, Supervisors, and Managers for departmental issues; Monitors and reports daily activities to Team Leads and Manager; Assists in departmental reporting; Assist in answering customer communications when required.

Lisboa, Portugal

Department-wide updates of macros and shortcuts in the communication system, Data Check representative, Efficient internal communication, Customer Service, Teamwork, Back Office Operation, Problem Solving.

Lisboa, Portugal

Customer service, Data Check representative, Effective communication, Email and live chat service, Team collaboration, Continuous improvement.

Lisboa, Portugal

Customer service, Effective communication, Email and live chat service,Teamwork, Continuous improvement.

Lisboa, Portugal

During my tenure at Centro Comercial Boa Hora, I was responsible for coordinating daily operations and customer service, ensuring process efficiency and service quality. My main responsibilities included:Process Management: Supervised the team responsible for ensuring adherence to operational procedures in customer service and commercial areas. Identified opportunities for workflow optimization to enhance efficiency.Scheduling and Team Coordination: Organized work shifts and task allocation to balance operations and maximize team productivity, ensuring effective response to customer and retailer demands.Team Development: Trained and guided the customer service team, providing continuous feedback to improve staff skills and increase customer satisfaction.Complaint Management and Problem Solving: Acted as a point of reference for resolving customer complaints and dissatisfaction quickly and effectively, working closely with other departments to ensure appropriate solutions.Performance Monitoring: Tracked performance metrics for service and operations to implement continuous improvements, ensuring that excellence standards were maintained.

Belo Horizonte, Minas Gerais, Brasil

Serve and correctly forward new customers. Communicate and expose notices and rules, help in filling out documents. Receive and forward excuses for absences. Sending and distributing correspondence to the appropriate recipients. Keep the inventory up to date. Advise the director when necessary.