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.

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.

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.

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.

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.

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.