Experience

Global Shares

• Ireland
• Financial Services
• 400 - 500 Employee

• Vice President - Head of Service Desk - EMEA

  • Jan 2023 - Present



CLUSTER Outsourcing Services Limited

• Portugal
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Service Delivery Manager

  • Jan 2022 - Dec 2022

  • Manages daily workflow, escalations, accountability, and ownership of customer communications • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service… Show more • Manages daily workflow, escalations, accountability, and ownership of customer communications • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Effectively collaborates with customers to drive continuous improvements and defect remediation, in an effort to consistently reduce incident volume • Articulates the business value and impact of advanced technical and nontechnical information and understands when to escalate issues • Provide a stable and resilient operating environment. Emphasis shall be applied toward maximizing the potential of all available resources, expanding the capabilities and productivity of teams, and continuing to improve upon past performance. Proactively identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement • Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets • Being the SPOC between CLIENT and CLUSTER and full ownership of WBR | MBR | QBR’s • Provide clear and concise direction, support and guidance to the Supervisors through effective coaching, leadership • Set SMART objectives to Supervisors • Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures. • Conduct development reviews and recommend training and development plans. • Deliver all departmental KPI's, achieving set targets and objectives • Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.

• Team Leader

  • Sep 2021 - Aug 2022

  Responsible for the Service Provider transition for South European Markets (Italy/Portugal/Spain) Managing a Team of up to 60 reports including 3 Team Supervisors Responsible for Client Management in an Outsourcing setting Owner of periodic reporting and KPI's and SLA's Team motivation, management and first point of contact for HR queries Responsible for process harmonization in terms of Supervisor requirements and agent one to one coaching for the KPI adherence Responsible… Show more Responsible for the Service Provider transition for South European Markets (Italy/Portugal/Spain) Managing a Team of up to 60 reports including 3 Team Supervisors Responsible for Client Management in an Outsourcing setting Owner of periodic reporting and KPI's and SLA's Team motivation, management and first point of contact for HR queries Responsible for process harmonization in terms of Supervisor requirements and agent one to one coaching for the KPI adherence Responsible for the Sales Team



American Airlines

• United States
• Airlines and Aviation
• 700 & Above Employee

• Team Leader - International Reservations

  • Aug 2014 - Sep 2021

  Responsible for leading the European Reservations operation to ensure it operates efficiently and effectively and in accordance with American Airlines' guidelines and procedures. Key Responsibilities & Accountabilities Leading the Operation at the European Reservations Centre (110 Reps) Coaching and Developing Representatives towards goals Responsible for all European Portuguese content company-wide Taking part in recruitment processes as an interviewer and other… Show more Responsible for leading the European Reservations operation to ensure it operates efficiently and effectively and in accordance with American Airlines' guidelines and procedures. Key Responsibilities & Accountabilities Leading the Operation at the European Reservations Centre (110 Reps) Coaching and Developing Representatives towards goals Responsible for all European Portuguese content company-wide Taking part in recruitment processes as an interviewer and other recruitment initiatives Creating, maintaining and managing systems for accountability, quality assurance as well as KPI and SLA achievement Managing the efficient allocation of work across different platforms such as chat, email and telephone interactions Key Achievement - Chairman's Award Winner for process and procedure improvements Show less Responsible for leading the European Reservations operation to ensure it operates efficiently and effectively and in accordance with American Airlines' guidelines and procedures. Key Responsibilities & Accountabilities Leading the Operation at the European Reservations Centre (110 Reps) Coaching and Developing Representatives towards goals Responsible for all European Portuguese content company-wide Taking part in recruitment processes as an interviewer and other… Show more Responsible for leading the European Reservations operation to ensure it operates efficiently and effectively and in accordance with American Airlines' guidelines and procedures. Key Responsibilities & Accountabilities Leading the Operation at the European Reservations Centre (110 Reps) Coaching and Developing Representatives towards goals Responsible for all European Portuguese content company-wide Taking part in recruitment processes as an interviewer and other recruitment initiatives Creating, maintaining and managing systems for accountability, quality assurance as well as KPI and SLA achievement Managing the efficient allocation of work across different platforms such as chat, email and telephone interactions Key Achievement - Chairman's Award Winner for process and procedure improvements Show less



US Airways (now American Airlines)

• Airlines and Aviation
• 700 & Above Employee

• Reservations Representative / Groups Agent/ Acting Shift Leader

  • Apr 2012 - Aug 2014

  - Assist with new and existing reservations on US Airways and US partners via phone and e-mail - Provide accurate information regarding flights, fares, destinations, products and special offers - Assist with baggage related queries or problems - Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements - Liaise with internal customers from other US… Show more - Assist with new and existing reservations on US Airways and US partners via phone and e-mail - Provide accurate information regarding flights, fares, destinations, products and special offers - Assist with baggage related queries or problems - Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements - Liaise with internal customers from other US Airways locations - Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively - Deal with ad-hoc issues as and when they arise - System testing, ensuring system updates are correctly applied and flawless. Reporting operational systtem discrepancies and bugs. - Translation of official company documents, including legal documentation, press releases and customer interaction e-mails - Groups Agent, dealing with large Group requests from Portugal, Brazil, Spain, The Netherlands (where applicable) - Acting Shift Leader in busy periods, providing support to front line agents understanding and applying Policies & Procedures. Show less - Assist with new and existing reservations on US Airways and US partners via phone and e-mail - Provide accurate information regarding flights, fares, destinations, products and special offers - Assist with baggage related queries or problems - Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements - Liaise with internal customers from other US… Show more - Assist with new and existing reservations on US Airways and US partners via phone and e-mail - Provide accurate information regarding flights, fares, destinations, products and special offers - Assist with baggage related queries or problems - Provide flight reprotection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements - Liaise with internal customers from other US Airways locations - Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively - Deal with ad-hoc issues as and when they arise - System testing, ensuring system updates are correctly applied and flawless. Reporting operational systtem discrepancies and bugs. - Translation of official company documents, including legal documentation, press releases and customer interaction e-mails - Groups Agent, dealing with large Group requests from Portugal, Brazil, Spain, The Netherlands (where applicable) - Acting Shift Leader in busy periods, providing support to front line agents understanding and applying Policies & Procedures. Show less



Liftech Elevadores

• Maia, Portugal

• Business Advisor

  • Sep 2010 - Mar 2012

  Dealing with end user enquiries. Ordering goods from the manufacturer, Translation of documents and leaflets. Negotiating long term solutions for customers. Calculation of quotes for specific equipments and their follow up. Exhibition assistance. Dealing with end user enquiries. Ordering goods from the manufacturer, Translation of documents and leaflets. Negotiating long term solutions for customers. Calculation of quotes for specific equipments and their follow up. Exhibition assistance.



Banco Credibom SA

• Portugal
• Financial Services
• 200 - 300 Employee

• Customer Collections Manager

  • Jan 2010 - Sep 2010

  Managing a database of Customers with amounts in arrears, providing and negotiating solutions for the immediate payment of the overdue amounts. Managing a database of Customers with amounts in arrears, providing and negotiating solutions for the immediate payment of the overdue amounts.



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Advisor

  • Aug 2008 - Jul 2009

  Customer Service Advisor + Health and Safety Champion Customer Service Advisor + Health and Safety Champion



Acorn Stairlifts, Inc.

• United States
• Medical Device
• 300 - 400 Employee

• International Business Developer

  • Jul 2007 - Jul 2008

  Creating, maintaining and developing business opportunities in both Portugal and Brazil Brokering deals for exclusive resale rights Creating, maintaining and developing business opportunities in both Portugal and Brazil Brokering deals for exclusive resale rights



Ar Telecom

• Portugal
• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Service Agent / Team Leader / Complaints Manager

  • 2005 - 2007

  I started out as a Customer Service Advisor and later I've undertaken the responsbilities embeded in the position of Staff Trainer and Team Leader. I have also worked in Complaint Management. I started out as a Customer Service Advisor and later I've undertaken the responsbilities embeded in the position of Staff Trainer and Team Leader. I have also worked in Complaint Management.



Mcall - Contact Center

• Portugal
• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Service Agent

  • 2003 - 2005



Cares - Companhia de Seguros de Assistencia

• Customer Service Advisor Level 2

  • Apr 2001 - Sep 2002