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Customer Support Team Manager
Customer Support Team Manager at Rank Group, managing its Portuguese support team and improving service workflows.
PortugalCustomer Support Team Manager at Rank Group
First dedicated Customer Support Team Manager for the Portuguese market, leading a team of 6 agents and overseeing daily operations, service quality, and performance. Monitors KPIs, manages escalations, and improves workflows.
Customer Support LeadershipPeople ManagementKPI MonitoringCSATEscalation ManagementProcess ImprovementZendeskSalesforce
Led a team of 9 Customer Support agents, ensuring service quality and productivity in a regulated environment. Managed performance through KPIs, coaching, and process improvements.
Team LeadershipPerformance ManagementCSATQAAHTCoachingEscalation ManagementProcess Improvement
Managed high-volume customer interactions via chat and email in a regulated digital environment, resolving account, payment, and platform issues while maintaining SLA and quality standards.
Customer ServiceLive ChatEmail SupportSLA ManagementQuality AssuranceIssue Resolution
Master's in Tourism and Hotel Management from European University.
Degree in Political Science and International Relations from Portuguese Catholic University.
Profile sourced from Himalayas.