Oct 2019 – Aug 2023 · 3 yrs 10 mos · Hamburg Area, Germany

• Owner a 7 digit project portfolio as a PM, ensuring high quality and timely implementation of the Khoros products, as well as customizations and integrations that allow our industry-leading customers to offer the best online experience to their users and audience.
• Delivered for Santander, BMW, Vodafone among others.
• Proudly part of a great restless Professional Services Team, made of rockstars who master not only their specialties but also the art of collaborating and live by the all-for-one spirit. #oneteam

Jan 2019 – Sep 2019 · 8 mos

• Facilitating the production of weekly in-game content
• Managing production deadlines to ensure on-time & high-quality release of content (sales, events, features, and improvements)
• Optimizing team communication, processes, and workflows
• Communicating and coordinating with central departments

Jan 2018 – Dec 2018 · 11 mos

• Direct management of the International Community Management/Customer Service and Payment Support team (16 employees);
• Change management: adaptation of processes to the dynamic requirements of the business, to industry standards, to new markets and platforms;
• Creation of dependable workflows and best practices;
• Analysis and management of KPIs for support, forum, social media and app stores;
• Close cooperation with company's upper management to assure user satisfaction and customer retention;
• Structuring and implementation of International Community Management/Customer Service teams for new products.
• Crisis management: hands-on interaction with users for escalated cases.

Oct 2015 – Jan 2018 · 2 yrs 3 mos

• 3rd level customer support;
• Drive and motivate the support teams towards customer satisfaction and the vision of the department;
• Assist the Head of Customer Service in establishing the Department as the interface between customer communities, game teams and business units;
• Develop, together with the Head of Customer Service, strategies to further the growth of regional communities through consistent engagement and positive customer relations;
• Identify potential process/system inefficiencies and develop corrective or new strategies within Customer Service Department.
• Service Level & Quality Control:
• Train teams on product specific and general customer service subjects;
• Constantly monitor, maintain and evolve Customer Service operations Key Performance Indicators (KPIs);
• Benchmark tools and processes in comparison with industry standards delivering up-to-date, efficient Customer Service.
• Communication:
• Facilitate communication channels between language teams, developers and business units;
• Provide cooperation with Payment Support and several internal departments on customer service related issues;
• Develop and monitor workflows to ensure effective and consistent services for the customer base;
• Liaison between Customer Service Department and Community Managers
• People Management:
• Team management of Customer Service Managers Staff;
• Support career advancement of department members by finding and evaluating suitable training opportunities;
• Lead, motivate and promote the professional development of members of the Customer Service Department (15-20 managers, line and matrix managed + ~60 external agents);
• Moderate job interviews, organize and follow integration of new hires;
• Conduct feedback interviews with each of the managers and follow up their performance with regard to the agreed goals.

May 2014 – Dec 2016 · 2 yrs 7 mos

• Bigpoint is one of the world's leading online games portals.
• Some of the responsibilities of the Customer Support Manager position are:
• Customer Support
• Team Management
• Customer Retention
• Community Management
• As a Customer Support Manager for all Portuguese speaking countries, the position has its foundations on online communication, monitoring customers'​ activities and behavior, gathering feedback on the Companies' products and mediating B2C issues. I also recruit, manage and motivate the teams responsible for developing and maintaining the Portuguese speaking communities.
• Aside from the daily CS tasks I also work closely to the Lead Customer Service Manager, where I can apply my Project Management skills supporting several management and administrative tasks within the CS Department, such as:
• Process Mapping
• Development of procedures and guides that assure the consistency among all CS teams
• Interaction Companywide
• Roadmap development and maintenance
• CS Team Performance Enhancement
• Accesses and Credential Management

Jun 2018 – Present · 7 yrs 11 mos · Portugal

Aug 2016 – Sep 2019 · 3 yrs 1 mo

• A select group of european CX executives from the leading games and associated companies that work to collectively improve player experience for the betterment of the games industry across Europe

Oct 2007 – Jan 2014 · 6 yrs 3 mos · São Paulo Area, Brazil

• TAM is the Market Leader for Business Aviation in Brazil.
• Responsibilities include:
• Business Development for Foreign Companies - Introduction and Development of Brazilian Market
• Highlights:
• Swift Broaband Airborne Internet Products
• Electro-Optical/Infra Red sensors for several applications, including military operations.
• Business Plan and Strategies for TAM AE growth in Brazil (Program for Market Expansion & Development, new facilities construction and operation, development of new business fronts)
• Aircraft Modification Projects (CST/STC/EMZ) (Mechanical/Electrical) Development
• Market Research & Creation of innovative and competitive solutions
• Teamwork/Deadlines/Priorities management
• Dealing with current/past Aviation Regulations
• Project Coordination
• Customer care
• Flight testing
• Support to maintenance staff
• Managing the relationship between the company and ANAC regarding Aircraft Modifications
• History:
• 10.2007 - 06.2008 - Technical Drawing
• 06.2008 - 03.2009 - Project Developer
• 03.2009 - 05.2011 - Project Leader
• 05.2011 - 01.2014 - Project Leader/Coordinator, Business Developer, Business Strategy Developer

Jan 2007 – Oct 2007 · 9 mos · Campinas Area, Brazil

• Market Research
• Customer Care
• Business Planning
• Administrative/Team Coordination
• In this position, besides teaching, I was responsible for managing students groups, making them the most profitable without losing quality. I was also responsible for assigning the instructor that would best fit the group/student profile. I would also follow up each instructor's performance, relocate them when necessary, train them for teaching and interpersonal skills. I would also advise the CEO about the most recommendable actions regarding the team and the customers.
• I found new business opportunities by bringing partnerships with several companies into the school, and also supplied the marketing staff with information about our target audience, so they could direct their approaches to meet the clients' needs.

Jun 2006 – May 2007 · 11 mos

• English Classes for several different levels;
• Progress Reports;
• Innovation planning;

Jan 2004 – Jun 2006 · 2 yrs 5 mos

• Market Research, Customer Care, Business Planning, Administrative/Team/Financial Coordination, Team training