Willian Ouriques Email & Phone Number

Dublin, County Dublin, Ireland

• Partner Collaboration and Alignment: Serve as the primary point of contact for the outsourcing partner, ensuring alignment with business objectives and maintaining high standards of customer support.
• Operational Support and Problem Solving: Provide guidance on complex customer issues, streamline processes, and foster continuous improvement to enhance the overall support experience.
• Performance Monitoring and Improvement: Track and evaluate partner performance against KPIs, driving initiatives to optimize service delivery and customer satisfaction.

Dublin, County Dublin, Ireland

• Lead and inspire a high-performing team to exceed targets and drive results
• Foster a positive culture through mentorship and continuous feedback
• Optimise processes and improve efficiency through data-driven decision-making
• Oversee project execution and ensure alignment with strategic goals
• Manage stakeholder relationships and serve as a key point of contact for clients.

Ireland

• Manage the service and 70+ people across 4 teams for a large social media company
• Be the point of contact for any escalations and client communication
• Ensure that all KPIs and SLAs are delivered with the highest possible standard of quality and delivery
• Provide support and coach 7 Team Leads, QAs, Reporting Analysts and Trainers

Dublin, Leinster, Ireland

• Responsible for the day-to-day activities and guidance of my team members and daily collaboration and communication with our clients. It is my duty to set targets, implement guidelines, and assist with any issues that.
• Lead two teams of 30 people from 10 different nationalities working as community coordinator for a large social media company
• Successfully directed the transition and re-branding of the program which is currently up and running within the targets set by our client
• Create and present team performance report to the client on a weekly, monthlyand quarterly basis
• As a team manager I continuously motivate the team to drive for success bysupporting, coaching, training and recognizing the members of my team
• Meet my team members in one to ones regularly, run team meetings for performancereviews and general updates

Dublin, Leinster, Ireland

• Led a team of 15 people from 9 different nationalities that provided customer service supportfor products of a large social media company
• As a team manager I continuously motivated the team to drive for success bysupporting, coaching, training and recognizing the members of my team
• Our team successfully met all KPIs targets for all quarters in the year of 2018 –productivity; quality; TAT (Turnaround Time)
• Created and presented team performance report to the client on a weekly, monthlyand quarterly basis
• 6 people from my team were promoted within a few months to other rolessuch as Trainer, Quality Assurance and Subject Matter Expert
• Met employees in one to ones regularly, run team meetings for performancereviews and general updates

Ireland

• Managed a team of 15 people supporting the DACH market
• Supported the transition and implementation of new tools
• Conducted interviews to hire new individual contributors
• I analysed reports and data trends and developed action plans where necessary

Eastpoint Business Park, Clontarf - Dublin 3

• Involvement in regular and Ad hoc meetings such as Monthly & Quarterly Business Review.
• Providing reports to Ops Manager, Ops Leads and Team Leaders on various KPIs on weekly, monthly and quarterly basis.
• Liaising with Line Managers on various projects and action plans.
• Maintenance of databases for staffing and reporting purposes.
• Responsible for creating and implementing new processes and improve current ones.

Eastpoint Business Park, Clontarf - Dublin 3.

• I worked as Customer Service Representative for the German market providing high quality technical customer assistance to customers of a multinational technology company specializing in Internet-related services and.
• Workflow Lead.
• Using my technical knowledge and experience I enjoyed helping customers working systematically through technical problems and helping customers to understand the features and benefits of new products that best meet.
• I had to handle emails, chat and telephone calls taking ownership of on-going customer issues from start to successful completion with an emphasis on excellent customer satisfaction.
• Participated in internal Buddy Development Program focusing on the training and ramp up of new starts.

Ballycoolin Business Park - Dublin - Ireland

• As Service Delivery Coordinator I had to liaise with number of departments, directly deal with high level customers and produce reports that were important for overall performance of the company and customer.
• It was part of my daily task to create and maintain the necessary documentation of processes on customers contracts.
• Bi-weekly meeting with high level customers as such Service Delivery Managers of the accounts I was responsible for.
• Weekly meeting with Helpdesk Team-leaders to discuss overall performance of Service Desk team to make sure that no Service Level Agreement (SLA) would not be negatively impacted.
• I was responsible for coordinating the steady state service delivery for different client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
• I also supported the Global Service Delivery Manager in the transforming and growing the business.

Ballycoolin Business Park - Dublin

• German and English Help Desk technical support.
• I was the primary country contact for customer on all escalations.
• I had to handle telephone/Web calls and deal with International accounts promptly, efficiently and with empathy to ensure a positive experience for our customers.
• Also part of my task was to invite customer to participate in telephone problem resolution using available tools to diagnose and resolve technical problems.
• Facilitate or escalate customer issues and complaints, both internally and externally.
• In some cases I had to liaise with various Service Desks, Xerox & Third Party Service Providers escalating through these avenues to close

Braunschweig Und Umgebung, Deutschland

• Serving customers, processing their orders and interacting with front- and back-of-the-house personnel to ensure that all items were properly prepared and on a timely basis. It was a key requirement to execute all.