Open to opportunities

Andre Gordo

@andregordo

Message

Operations professional and team leader improving customer experience through KPI-driven process optimization.

Brazil

Message

What I'm looking for

I’m looking for an operations role where I can lead teams, improve customer satisfaction with KPI-driven process optimisation, and turn daily analytics into smarter resource decisions—bringing my Lean Six Sigma mindset and technical curiosity to continuous improvement.

I’m a results-driven operations professional with 8+ years of experience in customer service and process optimisation. I lead multicultural teams that consistently exceeded KPI targets month over month, keeping a strong focus on customer satisfaction and operational stability.

In my most recent roles at Atento Brasil, I’ve coached teams to achieve above 90 CSAT, built a shoulder-to-shoulder crisis aversion plan for ongoing chats, and analyzed operational KPIs like Daily effort & productivity, QA scores, and Reclame Aqui reputation. By introducing process tweaks and coordinating with contracting customers, I helped increase brand reputation from 6.5 to 7.5 at Reclame Aqui.

I also translate day-to-day customer complexity into measurable outcomes—handling approximately 400 tickets, producing daily analytics reports for senior management, and influencing resource allocation decisions. I’m currently completing a B.Sc. Computer Engineering and bring a technical mindset to operations, using tools like Excel and Power BI alongside KPI tracking and Lean Six Sigma process optimisation.

Experience

Work history, roles, and key accomplishments

Bilingual Team Leader II

Atento Brasil S/A

Apr 2025 - Sep 2025 (5 months)

Led a multicultural team of agents (Nigeria and Brazil), coaching to sustain an above-90 CSAT target. Built a shoulder-to-shoulder crisis aversion plan for ongoing online chat de-escalation and recovery.

Team Leadership Crisis Aversion Live Chat Support KPI Management Process Optimization

Team Leader III

Atento Brasil S/A

Jan 2025 - Apr 2025 (3 months)

Analyzed operational KPIs (effort/productivity, QA scores, Reclame Aqui reputation) and implemented process tweaks that improved brand reputation from 6.5 to 7.5. Coordinated changes with the contracting customer to drive measurable outcomes.

KPI Tracking Operational Analytics Quality Assurance (QA)Process Optimization Reputation Management Continuous Improvement

Operations Analyst (SME)

Atento Brasil S/A

Sep 2024 - Jan 2025 (4 months)

Developed improved practices with customer service agents to raise customer satisfaction while managing daily ticket volume and allocation of about 400 tickets. Produced daily analytics reports for senior management, influencing resource allocation decisions.

Ticketing Customer Satisfaction Analytics Reporting Resource Allocation Performance Monitoring Process Optimization

Social Media Interaction Expert

Teleperformance

Jun 2024 - Sep 2024 (3 months)

Managed end-to-end customer interactions across Instagram, Twitter, Facebook, and the Google Play Store for HBO Max. Resolved inquiries while maintaining brand-aligned communication in high-volume social channels.

Social Media Support HBO Max Account Support Customer Experience (CX)Communication

Tier I Interaction Expert

Teleperformance

Nov 2023 - Jun 2024 (7 months)

Provided Level-1 support for HBO Max subscribers, maintaining above 96% satisfaction scores. Delivered timely resolutions while supporting consistent service quality across customer interactions.

Level 1 Support Technical Troubleshooting Customer Service Incident resolution Bilingual Communication Service quality

Content Analyst

UENI

Jan 2023 - Mar 2023 (2 months)

Built on-demand websites for small businesses using UENI’s template system while ensuring 100% visual-identity compliance and SEO optimization. Produced consistent, quality outputs aligned with brand and search requirements.

SEO Optimization Web Content Creation Quality Control

Customer Support Agent

Prolific Trade N.V.

May 2022 - Jan 2023 (8 months)

Provided bilingual (Portuguese/English) customer assistance for Blaze, resolving 80% of issues without escalation. Managed first-line support to improve speed-to-resolution and customer experience.

Bilingual Customer Support Customer Service Escalation Management Troubleshooting

Bilingual Relationship Specialist II

Atento Brasil S/A

Sep 2021 - May 2022 (8 months)

Provided end-to-end support to Meta advertisers, including troubleshooting, HTML ad-payment assistance, and campaign strategy guidance. Supported advertisers to improve outcomes through structured problem solving and proactive coordination.

Campaign Strategy Troubleshooting Customer Onboarding Support Bilingual Communication

Customer Support Assistant

Atento Brasil S/A

Jan 2019 - Jan 2021 (2 years)

Delivered Level-1 remote support for Fiserv POS clients, resolving most tickets on first contact. Maintained reliable service quality by managing customer issues end-to-end within support workflows.

Fiserv POS Troubleshooting Customer Service Case Management Documentation Communication Service quality