Highlights:Developed the company’s first Call Center Database, improving response times by 30% and enhancing operational efficiency and Spearheaded a ticket management solution, reducing complaint resolution times and reporting by 50%

Skills:Workforce Management, Customer Success Strategy, IT Systems Optimization, Risk Assessment & Mitigation, Sales Campaign Development, Multilingual Communication (English & Portuguese)

Goal:I am seeking to apply my 7+ years of experience in customer service to create customer success strategies, solutions and workforce optimization, for a dynamic organization, leveraging my technical proficiency to create solutions, and leadership experience to elevate the team to new heights

Honor:Regional Employee of the Month and National Employee of the Month for giving 120% at a time when there was a business crisis and guiding the team to detect all flaws in the systems

Customer Service Team Leader & Workforce Manager 11/2018 - 10/2024
MultiChoice, Maputo, Maputo Mozambique
Industry: Customer Serviice
• Directed 100+ CSRs, increasing Service Levels by 14% through optimal scheduling, performance monitoring and resource allocation • Implemented innovative conflict resolution, KPI tracking, Performance Improvement Plans (PIPs), and boosted team productivity by 20% • Developed the company’s first Call Center Database, improving response times by 30% and enhancing operational efficiency • Spearheaded a ticket management solution, reducing complaint resolution times and reporting by 50%
--
Operations Supervisor 11/2016 - 10/2017
Arkhê Risk Solutions, Maputo, Maputo Mozambique
Industry: Security
• Supervised a 16-person security team, optimizing daily operational plans • Designed frames for effective risk management in dynamic environments • Maintained critical relationships with contractors and partners
--
Customer Service Representative 05/2014 - 09/2015
Vodacom / Contact, Maputo, Maputo Mozambique
Industry: Customer Serviice
• Resolved high volumes of financial inquiries, achieving 98% CSAT • Increased sales by promoting and securing upgrade contracts • Ensured account management, addressing customer issues with precision
--

Escola Secundaria Josina Machel 02/2012 - 12/2012
Maputo, Maputo, Mozambique
Degree: High School Or Below
Major:Sciences with drawing
I studied for 6 years in South Africa, at Waterval Islamic Institute I learned Accounting and Business Economics, and went back to Mozambique to finish my metric

Décio Baptista Customer service lead, Workforce manager, operations supervisor
Décio Baptista Customer service lead, Workforce manager, operations supervisor