Paulo Fernandes
CS Team Lead at Leadtech Group- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Full professional proficiency
-
Castellano Professional working proficiency
-
Português Native or bilingual proficiency
Topline Score
Bio
Filipe Lima
From the first day I realized that Paulo was an expert in solving problems. His ability to analyze and execute, quickly and effectively, never putting apart the human side of it, makes people have confidence in what his leadership skills are. I had the pleasure of witnessing several situations in which, in a creative but always rational way, he managed to motivate and suggest new solutions to problems that, most of the times, he himself was able to identify thanks to his great analysis skill. I will be very happy if one day I work with Paulo again.
Rui Gouveia
Paulo is an example of a committed professional, regardless of the position that he holds. His human, empathetic side, coupled with his natural people's skills allows him to earn the respect of his team. This level of relationship building that Paulo has allows his team to feel at ease and creates a nurturing work environment, where people are comfortable reaching out to him for support and advice. Personally, I hope to have the chance to work with him once again in the future.
Filipe Lima
From the first day I realized that Paulo was an expert in solving problems. His ability to analyze and execute, quickly and effectively, never putting apart the human side of it, makes people have confidence in what his leadership skills are. I had the pleasure of witnessing several situations in which, in a creative but always rational way, he managed to motivate and suggest new solutions to problems that, most of the times, he himself was able to identify thanks to his great analysis skill. I will be very happy if one day I work with Paulo again.
Rui Gouveia
Paulo is an example of a committed professional, regardless of the position that he holds. His human, empathetic side, coupled with his natural people's skills allows him to earn the respect of his team. This level of relationship building that Paulo has allows his team to feel at ease and creates a nurturing work environment, where people are comfortable reaching out to him for support and advice. Personally, I hope to have the chance to work with him once again in the future.
Filipe Lima
From the first day I realized that Paulo was an expert in solving problems. His ability to analyze and execute, quickly and effectively, never putting apart the human side of it, makes people have confidence in what his leadership skills are. I had the pleasure of witnessing several situations in which, in a creative but always rational way, he managed to motivate and suggest new solutions to problems that, most of the times, he himself was able to identify thanks to his great analysis skill. I will be very happy if one day I work with Paulo again.
Rui Gouveia
Paulo is an example of a committed professional, regardless of the position that he holds. His human, empathetic side, coupled with his natural people's skills allows him to earn the respect of his team. This level of relationship building that Paulo has allows his team to feel at ease and creates a nurturing work environment, where people are comfortable reaching out to him for support and advice. Personally, I hope to have the chance to work with him once again in the future.
Filipe Lima
From the first day I realized that Paulo was an expert in solving problems. His ability to analyze and execute, quickly and effectively, never putting apart the human side of it, makes people have confidence in what his leadership skills are. I had the pleasure of witnessing several situations in which, in a creative but always rational way, he managed to motivate and suggest new solutions to problems that, most of the times, he himself was able to identify thanks to his great analysis skill. I will be very happy if one day I work with Paulo again.
Rui Gouveia
Paulo is an example of a committed professional, regardless of the position that he holds. His human, empathetic side, coupled with his natural people's skills allows him to earn the respect of his team. This level of relationship building that Paulo has allows his team to feel at ease and creates a nurturing work environment, where people are comfortable reaching out to him for support and advice. Personally, I hope to have the chance to work with him once again in the future.
Credentials
-
Google Project Management Certificate
GoogleMay, 2022- Nov, 2024 -
Agile Project Management
GoogleApr, 2022- Nov, 2024 -
Using Python to Interact with the Operating System
GoogleMay, 2021- Nov, 2024 -
Crash Course on Python
GoogleApr, 2021- Nov, 2024 -
Operational Excellence Foundations
Project Management Institute, Washington DC Chapter, IncFeb, 2020- Nov, 2024 -
Marketing Digital
IAB SpainJan, 2016- Nov, 2024 -
CCP / Professional Trainer Certificate
IEFPJan, 2015- Nov, 2024
Experience
-
Leadtech Group
-
Spain
-
Technology, Information and Internet
-
400 - 500 Employee
-
CS Team Lead
-
Oct 2022 - Present
- Lead, Coach and Motivate a Customer Service Remote team; - Provide Team and Individual feedback through 1-2-1's and Team Meetings; - Real-Time monitoring, coordinating the team according to the business and different product needs; - Workforce Management (Staff scheduling, Attendance, Holidays); - Act as a bridge between different departments; - Assist and develop ways to reach company-defined SLA and KPI goals; - RCA and Key Driver analysis; - Innovate and work on… Show more - Lead, Coach and Motivate a Customer Service Remote team; - Provide Team and Individual feedback through 1-2-1's and Team Meetings; - Real-Time monitoring, coordinating the team according to the business and different product needs; - Workforce Management (Staff scheduling, Attendance, Holidays); - Act as a bridge between different departments; - Assist and develop ways to reach company-defined SLA and KPI goals; - RCA and Key Driver analysis; - Innovate and work on improving Customer Service's current tools and reports. Show less - Lead, Coach and Motivate a Customer Service Remote team; - Provide Team and Individual feedback through 1-2-1's and Team Meetings; - Real-Time monitoring, coordinating the team according to the business and different product needs; - Workforce Management (Staff scheduling, Attendance, Holidays); - Act as a bridge between different departments; - Assist and develop ways to reach company-defined SLA and KPI goals; - RCA and Key Driver analysis; - Innovate and work on… Show more - Lead, Coach and Motivate a Customer Service Remote team; - Provide Team and Individual feedback through 1-2-1's and Team Meetings; - Real-Time monitoring, coordinating the team according to the business and different product needs; - Workforce Management (Staff scheduling, Attendance, Holidays); - Act as a bridge between different departments; - Assist and develop ways to reach company-defined SLA and KPI goals; - RCA and Key Driver analysis; - Innovate and work on improving Customer Service's current tools and reports. Show less
-
-
-
Webhelp
-
France
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Google gTech - Team Leader
-
Nov 2016 - Oct 2022
-Manage a Technical Support Team for the Brazilian & Portuguese Markets; -Real-Time Monitoring, allocating resources to the appropriate support channels. -Work on reaching the Client KPI's Goals; -RCA and Key Driver analysis; -Create reports and provide updates to Management and Client; -Coach and motivate the team; -Conflict Management;
-
-
Google gTech - Subject Matter Expert
-
Aug 2016 - Nov 2016
-Point of Contact between Tier 3 Googlers and Technical Support Agents; -Advise and handle consults from agents related with Google accounts and Android technical issues; -Train the team when new products launch.
-
-
Google gTech - Technical Advisor
-
Feb 2016 - Jul 2016
-Technical support for Android/Google devices and accounts; -Management of cases and incidents received.
-
-
-
Portugal Telecom
-
Portugal
-
Telecommunications
-
700 & Above Employee
-
MEO - NOC Operator
-
Aug 2013 - Dec 2015
-Oversee all the core networks of Portugal Telecom at alarm detection level; -Diagnosis and resolution through management systems. -Assist technicians on the field, serving as a connection between them and the engineering departments of each network.
-
-
MEO - QOS Supervision
-
Apr 2013 - Aug 2013
-Oversee the Meo TV/Mobile Service: -QA analysis on the Channels and Apps provided to Customers; -Test apps before deploying for Production.
-
-
Education
-
2010 - 2012
ISCTE - Instituto Universitário de Lisboa
Programming for Information Systems - Specialization (EQF 5), Information Technology -
2007 - 2010
Escola Secundária Augusto Cabrita
Programming for Information Systems - Technical (EQF 4), Tecnologia da Informação
Community
