Portugal Head of Operations & Account Manager for all nearshoring and international accounts

Key Account Manager responsible for the development of all Portugal Accounts , as well as participation in Iberian and International Projects. Solution design, pricing and workflow implementation. Meeting client expectations and maximizing Customer Experience by streamlining Business models, managing people, processes and product.

Support for national and international sales projects, participation in project requirement meetings for alongside the country’s Key account Manager; drafting of sales opportunity documents, inclusion of said opportunities in the Business Pipeline with Oracle and CRM Tools. RFI, RFP, RFQ.; Full Sales Support for service Pricing and business models Specialization in adding sales values through digital and Online channels. Digital Analyst & Strategist / E-commerce Analyst / Customer Journey Mapper / Social & Digital Marketing / Social Customer Service / Customer Engagement / CX & UX / Customer centric Social Media / Active listening / Growth Hacking.Key Digital Sales Channels expert for new and current clients and services or projects.

Recruitment and selection for a team of 50 Corporate account managers (SOHO, SME, ENI, Sole proprietorship companies and Startups); Delivering initial and continuous training to that team in Lisbon, Porto and Faro whenever the need arose or according to a previously scheduled plan; organising and planning training courses pertaining to telephone and remote account management : New PT Comunicações products and services / Sapo / Telepac / Meo / PT Prime / fixed and mobile telecommunications / Cloud services / PT Negócios / PT Empresas procedures ; Sales strategy; Sales techniques; Time management; customer service; communication; Behavioral training; Computer programs and applications. Head of recruitment, selection and training for more than 135 elements for the GTC (Gestão Telefónica de Clientes) team, 18 % of which became top performers on a team that accomplished more than 10.000 new RGU’s in 2012, 20.000 in 2013 e nearly 35.000 RGU’s in 2014.

Training & team building manager for a countrywide training team in Contact Centre services

Homebanking & Phone banking operation assistant