Project manager

Supervisor SALT
SALT, SA
2019 – PRESENT
Lisbon, Portugal

Once I arrived at SALT in July I follow a training and the Lidl Mobile Back Office team was entrusted to me. Lidl Connect is a collaboration that SALT has since June 2019. This initial team of 5 people soon grew to 15. The head office in Switzerland, quickly identified our ability to work well and adapt to the different needs of the company and therefore entrusted us with more activities. 

At the same time, in September I was given a team of Mobile Front agents, of about 15 people.

In May 2020 I proposed myself to launch the Fiber Concierge activity in Lisbon (with 5 people) and to recover the Fiber Back Office activity (10 people).

So, I found myself with 3 BO teams and almost 30 agents under my command. 

Following the departure of the Supervisor of our French Benchmark team and in view of my experience, I proposed to take care over the Benchmark team and I had to entrust the BO Mobile team to a colleague, whom I trained to become a supervisor and replace me in this activity.

At the moment, I am the supervisor of the BO Fiber, Concierge and Benchmark Front Mobile team - that's 25 agents.

My Tasks as BO Mobile/Fiber Supervisor:

-	Train staff in the various activities;
-	Ensure the application of procedures through daily pick-ups
-	Monitor the productivity of the customer advisors;
-	Implement action plans if necessary, with a view to identifying areas for improvement and developing agents' skills;
-	Dealing with absences and delays and participating in recruitment interviews;
-	Prepare performance reports and calculate monthly bonuses
-	Schedule coaching sessions.

My Tasks as Concierge/Front Supervisor:

-	Continuous training for staff for Benchmark/Front Mobile Team;
-	Train staff in concierge activity for Concierge Team;
-	Monitor KPIs (FCR / Satisfaction & Attitude / AHT/ Recaller/Wrap-Up) based on quality and productivity reports;
-	Implement action plans if necessary, with a view to identifying areas for improvement and developing agents' skills;
-	Schedule call monitoring based on agent's needs;
-	Monitor and evaluate calls based on the customer satisfaction chart;
-	Scheduling coaching sessions, side by side and animation of workshops and/or trainings;
-	Follow up on absences and delays
-	Interviews for recruitment and non-renewal of contracts

My adaptability, dedication and willingness to work also allowed me to be Deputy to our project manager. In her absence, the production part is entrusted to me and therefore I become the link between Switzerland and Lisbon.

This position has been entrusted to me since June 2020.

Supervisor Bouygues Telecom
Webhelp
2017 - 2019
Lisbon, Portugal

In 2019, I passed my first assessment at Webhelp and became a Team Leader in the Bouygues Telecom mobile and fiber project. After a 4-week training, I joined a team for 2 weeks, during which I took calls, in order to get to know the product better and manage a team that varied between 15 and 20 people.

-	Responsible for the daily management, motivation and leading of team with 20 agents;
-	Ensure compliance with the objectives and respect for internal procedures;
-	Monitor and evaluate the work of customer support assistants;
-	Preparation of reports considering the performance and the
objectives of the team;
-	Analysis of key indicators - KPIs;
-	Responsible for the development of plans of continuous improvement of team;
-	Call monitoring & and identification of unacceptable situations
-	Individualized coaching in order to guarantee the quality of the response delivered to customers;
-	Monthly and weekly meetings (Results, Absences/Lateness, various others interview.);
-	Manage your activity to ensure the commercial performance of your team.

-	Assure the management of estates for life insurance, capitalization or securities
accounts (search for beneficiaries or heirs, contact with notaries),
-	Manage the settlement of capital.

Account Representative & Expert in Customer Relations
Webhelp
2016 - 2017
Lisbon, Portugal

My adventure at Webhelp allowed me to develop my expertise by joining a Level 2 team in the Sephora project.

Level N1

- Attendance of telephone calls and internal routing;
- Reception and dispatch of orders;
- Follow up of suppliers;

Level N2

- Mail, chat and social network management;
- Handling of customer complaints
- Beauty Advising 
- Processing of allergy cases (Inbound & Outbound Calls & Social Network)

-	Receipt of Inbound calls and resolution of customer requests in a satisfactory manner according to the call management program;
-	Proactively updating and creating customer databases;
-	Resolution of the cases according to the SLA plan;
-	Transfer requests to appropriate departments;
-	Respond promptly and effectively in accordance with the internal procedure;
-	Get a high level of customer satisfaction.

I was able to perform as Telemarketing Operator the following functions in the Clean Desk Policy project of ASOS & the launched of Netflix at Teleperformance:

-	Reception of inbound calls;
-	Responsible for handling calls related to the processing of orders placed on the site ASOS;
-	Responsible for alerting the various departments about any dysfunction
present in the orders received or technical problems on the shopping website
-	Assisting clients on profile creation on Netflix site;
-	Advising clients on Series/Films;
-	Assisting/Help colleagues as a Floorwalker;
-	Introduction of client’s data on our data base.

Universidade Autónoma de Lisboa
Lisbon, Portugal