Senior Customer service Director
Hourly rate: members only
Availability: members only
Willingness to travel: Worldwide
Professional status: Freelancer
Last updated: 7 Feb 2025
Total work experience: 30 year(s)
Language skills: English, Portuguese,
Personal summary
Dynamic Customer Care Professional with 30 years of extensive experience in optimizing different elements of the customer journey, enhancing operational efficiency, and driving strategic initiatives through project and programme management. Proven success in managing large-scale contact centre operations across telecom, BPO, and various sectors including banking, government, and retail. Expert in implementing data-driven improvements, increasing revenue, and reducing operational costs while enhancing customer experience. Adept at leading cross-functional teams and ensuring compliance with industry standards like ISO and COPC. Experienced in delivering change through robust project and programme management.
Skills
Team building30 Resource scheduling30 Contact Centre Operations Management30 Workforce Management & Resource Optimization30 Customer Experience Improvement20 Regulatory reporting and RCA analysis10 Process Improvement & Change Management20 BPO Leadership & Client Relations10 Strategic Planning & Budgeting30 Programme and Project Management20Language skills
English
Native speaker
Portuguese
Beginner