Barreiro, Setúbal, Portugal
Author of the book "Cultura de Serviço" (Service Culture) +16 years working in BPO +12 years managing and leading IT and technical support teams +10 years of experience as a trainer with CCP certification + eTrainer Lean Six Sigma Yellow Belt ITIL v4 certification
Gestor de Serviço, na equipa de Serviço de Incidentes e Colaboração na CA Serviços, gerindo serviços para todo o grupo Credito Agrícola
Responsible for successful and profitable operation to include service delivery, cost efficiency, quality and continuous improvement commitment. Lead the local operations team in Lisbon in delivery consistency of a global program. Support and develop local program management and facilitate best practice sharing. Support Account Management in management of client expectations, goals and service delivery obligations; jointly achieving financial related targets; achieving associate engagement, satisfaction and retention. Proactively partner with clients to deliver cost effective, value add, quality solutions. Full operations performance responsibility. Achieve profitability goals for the project. Monitor key metrics and take appropriate actions when required. Exceed or achieve client metrics and expectations. Deliver solutions to clients on a proactive basis to enhance the customer service experience while reducing cost. Exceed or achieve associate satisfaction targets. Develop and retain the best people for the job. Focus on best practices and demonstrate senior management leadership skills to contribute to the the overall success of the division and the company.
Provides IT Service Delivery to the company, ensuring the proper level of service operation, service transition and continuous improvement, engaging the end users and the overall IT teams to meet expectations. Responsible to ensure that all phases of Service Delivery actions are properly planned, coordinated, monitored, logged, tracked, and resolved appropriately.
Provides IT Service Management to the company, ensuring the proper level of service for IT Service Desk operations engaging the end users and the overall IT teams to meet expectations. Responsible to ensure that all phases of Service Desk actions are properly planned, coordinated, monitored, logged, tracked, and resolved appropriately. Responsible for Helpdesk, Local Support, Virtualization and Desktop Computing team, also Incident, Problem and Change Management.
Overall responsibility to manage the helpdesk operations (Welcome Desk, 1st and 2nd line of support) on a daily basis. Responsible to ensure that all phases of helpdesk support actions are properly planned, coordinated, monitored, logged, tracked and resolved appropriately. Responsible for helpdesk technicians motivation, training and development.
- Prepare operational and financial reports to ensure budgetary/operational requirements are met. - Create development plans for improvement - Events Manager - Staff coordinator and Problem Solving - Founder of Portugal Sports Summit
Implementation and Coordination for Service Desk First Line @ Sport Lisboa e Benfica Daily Management of Applicational Teams, Website contents and Infrastructure Teams to provide answer to request and monitoring.