Francisco Teodosio

FRANCISCO TEODÓSIO Manager / Customer Care Consultant July 1983 | Lisbon, Portugal |- |- CAREER SUMMARY I'm a Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. I'm proficient in 4 languages and an experienced communicator. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Previously I worked in the Customer Care and Service Industry, where I gathered 8 years’ experience providing customer care with ongoing training and coaching, as well as managing and developing teams for leading Customer Care service providers in Portugal & Belgium, having worked at Portugal Telecom / MEO, Teleperformance Portugal, and Université Libre de Bruxelles. AREAS OF EXPERTISE Human resources management, Workforce development, Project management, Organizational & Operational improvements, Strategic planning, Training & workshop development, Quality assurance and control, Conflict resolution, Detail-oriented, Emotional intelligence. KEY ACHIEVEMENTS • • • • • Played instrumental role in increasing customer satisfaction ratings index from 60% to 90% within 1 year as Customer Service Manager. Reduced staff turnover by 75% in one year by implementing several well-received team and morale-building programs. Introduced effective project management capabilities, ensuring a 50% increment in project completion. Enabled a popular gaming digital currency marketplace, to go from 0 to 1k new accounts created in under 4 months. Conceptualized and implemented the customer care strategy for the aforementioned project. EDUCATION • • • Post-grad in Environmental Biology & Human disease | FCUL – UL | Lisbon, Portugal |- Bachelor in Evolutionary Developmental Biology | FCUL – UL | Lisbon, Portugal | 2008 - 2011 Medical Sciences | FSM – ULB | Brussels, Belgium | 2002 – 2005 CAREER HISTORY Satori Ventures – Portugal Head of Content & Customer care 11/2016 – Current Satori Ventures is a company focused on Media Buying and paid traffic, generating a yearly revenue of €750K+. At Satori, I’m the Head of Content & Customer Care. I manage a team of freelancers across multiple domains in the Digital marketing spectrum, while working side by side with the COO and the company’s founder. Highlights include: xxxxxxxxxxxxxxxxxxxxxxxxx • • • • • Directed the hiring, training and performance evaluations for customer care and writing staff and supervised their daily activities (12 heads). Concurrently managed several writing projects with strict deadlines. Wrote and edited long- and short-form copy for FAQs, websites, social media, presentations, training materials and more. Wrote in several styles and voices for website, print and internal documents. Prioritized workflow and managed schedules to deliver completed projects under tight deadlines. Teleperformance Portugal – Portugal Team Manager / QA Trainer 12/2013 – 12/2016 TP Portugal is one of the two centers of excellence of the Teleperformance Group, specializing in outsourced omnichannel customer experience management. I started out as an CSR then rose through the ranks performing first line manager, trainer and quality analyst duties, increasing the overall quality and productivity scores. Highlights include: • • • • • • • • Cross-trained and backed up 5 customer service managers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals by 50%. Identified chronic customer issues by creating and maintaining customer complaint log. Initiated operations improvements to improve overall call center productivity and facilitate inter-departmental communication to effectively provide customer support. Organized and edited training manuals, multimedia visual aids and other educational materials. Delivered a wide variety of courses including topics on communication, team building and conflict resolution. Led daily, weekly and monthly coaching, counseling and feedback sessions (900 hours). Identified individual development needs with appropriate training and provided accurate, specific and timely performance feedback for CSRs. Technical French Customer Service Representative • • • 8/2013 – 11/2013 Devised new chat templates to assist players. Top Performer for the Month of November in Chat support, FR (95% Csat) Completed the JUMP Training process. Archives & Bibliothèques de l’Université Libre de Bruxelles – Belgium Administrative Assistant / Human Resources 1/2005 – 1/2007 The Université Libre de Bruxelles is a French-speaking private research university in Brussels, Belgium. Founded in 1834, it is one of the most important Belgian universities. I worked there as an Administrative Assistant / Human Resources Generalist: • • • Checked in, checked out and renewed library materials using Softlink. Received and processed 500 -1000 new acquisitions for the library per 5-hour shift. Located requested books & scientific reviews on the shelves and in the online database using Medline & Pubmed. CERTIFICATIONS CPR and First Aid Certification, Leadership, Coaching and Team Motivation, Teleperformance Operational Processes and Standards, Digital Marketer Copywriting Mastery, Jon Benson 3XL Formula Course. LANGUAGES Portuguese (Mother Tongue), English (Native), French (Fluent), Spanish (Intermediate), Italian (Basic). INTERESTS Standup Comedy, Social Dynamics, Philosophy, Entrepreneurship, Personal Development, Singing, Cumbia, Hiking.