Vasco Espírito Santo Email & Phone Number

Porto, Portugal

- Lead and motivate customer service teams- Monitor performance and KPIs- Train and develop team members- Resolve escalated customer issues- Implement process improvements- Supervise daily operations of the customer service team- Ensure team meets service standards and targets- Provide coaching and feedback to agents- Manage shift schedules and resource allocation- Handle complex customer inquiries- Engage with key stakeholders to align business strategies- Collaborate with senior leadership to drive business growth- Negotiate and manage vendor and partner relationships- Provide insights and reporting to stakeholders on service performance- Act as a liaison between departments to ensure service alignment with business needs

As a call center manager, I am responsable for the account of Sonae (for the Universo Banking).Main responsabilites:- Oversee operations of the entire contact center- Develop and implement service strategies- Manage budgets and Invoicing needs- Ensure compliance with service level agreements (SLAs)- Analyze performance metrics to improve efficiencyMain tools:- Salesforce - Power BI

Maia, Porto

- Assuring processes strategically and operationally - Order Fulfillment process- Redefines strategies, apply and monitor results in order impact positively in KPI's achievements- Manage team members, process's transitions and improvements- Improve quality, productivity and efficiency contributing for the sustainable growth and stability of the company

Porto

Lead and supervise customer service agentsMonitor performance metrics and ensure KPIs are metProvide coaching and development for team membersHandle escalated customer issues and resolve complaintsEnsure operational efficiency and process adherence

R. De Dom Manuel Ii 296, 4050-344 Porto

Portugal

- Management and Administration; - Legal practices (legal follow-up, risk assessment; Litigation; Financial management (control of expenses; payments; recovery of credits); - Team management; - Coordination and control of legal and tax processes (Works; Maintenance; etc.); - Organization and Leadership of General and Extraordinary Assemblies; - Writing of Minutes and Work Order Points; - Creation and structuring of presentations and procedural documents;

- Prospecting/study of target markets and sales opportunities;- Customer relationship management; - Maintenance and preparation of Customer Portfolio; - Business Manager; - Sales Management at International Exhibitions (Environment, Maison et Objet, NY NOW); - Analysis and creation of international commercial contracts; - Support for customer data protection; Commercial and organizational support in national events promoted by the brand ("140 years of Silver"); - Analysis and product management with key stakeholders; - Sales Strategy; - Definition of objectives; - Proofreader for institutional materials (English);

Porto E Região, Portugal

Porto E Região, Portugal

- Supervise day-to-day operations of the telecommunications team- Monitor and ensure quality and efficiency of service delivery- Coordinate tasks and manage team schedules- Provide training, feedback, and support to team members- Resolve technical and operational issues promptly

Porto

- Oversee recruitment and talent management processes- Develop and implement HR policies and procedures- Manage employee relations and resolve workplace conflicts- Ensure compliance with labor laws and company regulations- Lead training, development, and performance management initiatives

Porto E Região, Portugal

- Lead and manage the corporate sales team to achieve targets- Develop sales strategies and identify new business opportunities- Build and maintain strong client relationships- Analyze market trends and adjust sales plans accordingly- Monitor team performance and provide coaching and support

Advogado Estagiário, Cédula Profissional 11859P

Mestrado, Direito Fiscal, 16

Conclusão da primeira fase.

Curso De Preparação Para Admissão À Magistratura, Legal Professions And Studies

Licenciatura Em Direito, Direito

Licenciatura, Law