Telmo Alves Email & Phone Number

Barcelona, Catalunha, Espanha

Barcelona, Catalunha, Espanha

Managing Customer care operations and business excellence for all countries we operate in.

Barcelona E Região

- Responsible for negotiating, setting up and leading 3 of the company's main accounts (LOBs : Customer Care, Customer success and Sales).- 12 direct and 110 indirect reports- Under my leadership, the operation has seen a growth of 350+% while achieving target metrics consistently generating $20+M in revenue for the client.- Responsible for leading innovative solutions adding value to clients operational capabilities and customer experience goals. The client then adopted these solutions.- Responsible for managing the relationship between the several POCs, stakeholders and our internal team.- Aim daily to impact positively the working life, growth and development of our internal teams.- Implement and further develop the vision, mission and values of the company in Europe- Ensure high-quality operational delivery in line with client needs and expectations- Accountable for operational and financial performance in the country

Barcelona E Região, Espanha

- Member of the Senior leadership team- Responsible for creating, developing and implementing all documentation in TDCX's first European office- Responsible for setting up the information and security measurement system driving the attainment and continuous maintenance of necessary operational certifications such as ISO 27001, ISO 33001, ISO 9001, PCI and others.- Consultative function helping the local and global operations achieve excellence.- Set up and develop a business excellence team to ensure excellent change management, process excellence, innovation and data flow within the company.- Ensure a seamless translation both in culture and vision between Asia departments and our European office.

Barcelona E Região, Espanha

- Responsible for the operations implementation as the company went to market during it's first investment round.- Responsible to set up the customer support tools, pipeline and customer experience overall.- Responsible to set up the Quality Framework used to ensure the company mission and vision are translated to it's growing customer data base.

Barcelona E Região, Espanha

- I've managed a team with 6 direct reports (team leaders) and circa 100 indirect reports (agents) operating on the French market.- While under my leadership the teams performance increased to unprecedented levels achieving metrics consistently in what is an admittedly challenging market.- In charge of process implementation and improvement.- Maintenance and analysis of business reports and information to aid in the decision-making process of CX operational needs, including daily, weekly and monthly reports.- Managed the communication and relationship with other 3rd party vendors and client stakeholders.- Identify channels and improvement opportunities to close data and knowledge gaps leading to the rollout of tools or processes both internally and externally.

Barcelona E Região, Espanha

I was responsible for creating, developing and managing a WFM team during the hypergrowth period of the companies largest account in the tech sector ( from 128 HC to circa 1000 HC in 2,5 years ). During this time :- I've Interviewed, hired and trained 20 new analysts ( BA's, RTA's, schedulers and planners ) as an addition to my team- Managed a schedule composed of 33 different shifts and 8 different markets achieving the best global coverage between all partners.- Kicked off the transition of our reporting structure towards being SQL based- I was responsible for creating and presenting M/Q and ABR's both internal and external for Senior stakeholders.- Gained deep understanding of Spanish labor law and different convenio(s) and was responsible for approving any changes to the workforce shifts and schedules.- Took active part in the negotiation of contracts between company and client with P&L- Develop analytical frameworks and models to optimize the data pipeline and analysis.

Barcelona E Região, Espanha

Parque Das Nações - Lisbon

- Managing a multilingual team operating for a renowned multinational company in Digital security for the EMEA and LATAM Markets.- Managing operations and ensuring the quality and integrity of the service- Managing CRMs analytics- POC in several projects between company/client.- Monitor Live and non Live queues.- RTM for 30+ agents.- Ramped the project from 15 HC to circa 75 in the course of 6 months.- Achieved the best Go live within the partner network.

Parque Das Nações - Lisbon

- Technical Consultancy for a renowned multinational company in the area of digital security.- Multilingual support directed mostly for Virus Removal and prevention, Advanced troubleshootingand solution and network management.- Advanced consultancy in digital Security.

Around The Country

Managing operations responsible for the implementation of the company's vision on the Portuguese market.- Coordinating events around the country in order to ensure asset promotion.- Coordinating the marketing team as well as other necessary departments ( Facilities, IT, Transport ).- Location study and statistics to ensure accomplishment and optimization of both the targets and the investment.