Highlights:Scaling operation in bet365 European Customer Service (from 200 FTE to 500+, including new location) Introduction of a WFM department (including associated business processes) in bet365 European Customer Service Operation (500+ FTE)

Skills:Portuguese, Spanish, People Management, Performance Management, Data Analysis, Business Process Improvement, call center, outsource management, quality control

Goal:To grow as a People and Performance Manager in an American company

Certification:Certificate in Management - Institute of Leadership and Management

Honor:2009 - Finalist Call Centre Manager of the Year within Concentrix (responsible for Cisco CIN outsourced Belfast UK operation

European Customer Service Deputy Manager 07/2012 - current
bet365, , United States
Industry: Gaming
Managing daily operations of the European Customer Service Department (16 languages), responsible for 500+ FTEs, including Team Managers
Responsibilities: • Dealing with high-level customer issues, including legal and regulatory complaints, betting disputes through adjudicators and responsible gambling escalated complaints. Additionally, dealing with escalations regarding fraud, risk management, anti-money laundering, KYC, compliance, etc • Data analysis: focus on business process improvement, knowledgebase content enhancement, contact reduction strategies identification and implementation & delivery of benchmark customer service • Managing European Resource & Planning Team, responsible for all things WFM, payroll, rotas, holidays and forecasting. • Co-managing the Operational Development team and collaborating with multiple departments in the business from Operations to CS, MIS, Technology and Fraud & Risk Management, etc. Identifying, reviewing and prioritizing product and tool enhancement requests from the business and external regulator bodies.--
Senior International Customer Care Manager 09/2010 - 01/2012
Zynga, , United States
Industry: Gaming
• Managing a team of 13 specialist customer advocates, 3 Team Leaders and 5 quality monitors, who together support Zynga games VIP players in 8 languages • Vendor Management: outsourced teams located in Guatemala, El Salvador, Philippines, Malaysia, Japan and US (1000+ FTE)
Responsibilities: • Performance, Quality and Operational Management (KPI, CSAT, NPS, MBRs and QBRs) • Product management • Travelling involved with regular trips to San Francisco and Tokyo.--

University of Porto, Economics Faculty 09/1997 - current
Porto, Porto, Portugal
Degree: Bachelor's Degree
Major:Economics
Although having been selected for the best Economics degree in Portugal with an high school grade attainment of 17/20 across 12 different subjects, I wasn't able to finish my degree due to personal circumstances (motherhood)

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