Open to opportunities

Generoso Carmando

@generosocarmando

Message

Customer service leader driving operations, quality and team performance in high-volume support environments.

France

Message

What I'm looking for

I seek a leadership role in customer service or operations where I can optimize team performance, implement quality and training programs, and use data-driven methods to improve KPIs and user experience.

I am an experienced customer service leader with a strong track record managing operations, quality and performance for teams across multinational service centers. I have led teams of 12–25 agents, owned onboarding and probation decisions, designed training and coaching programs, and driven KPI attainment using tools like Tableau.

My background includes fraud and security investigations, quality assurance, and coordinating cross-site projects for major platforms like eBay and Booking.com. I focus on operational excellence, data-driven improvements, and developing agents through structured coaching and performance plans to meet business goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Leader

Current

Booking.com Customer Service Center

Jan 2019 - Present (6 years 10 months)

Manage operations and quality for a team of 12–15 agents, achieving KPIs through training, coaching and compliance; lead onboarding, probation decisions, performance improvement plans and act as site ambassador for internal KPI tooling.

Team Leadership Coaching KPIs Onboarding Quality Assurance Performance Improvement Tableau Operational Compliance

Account Manager

Consulcesi Group

Jan 2015 - Jan 2019 (4 years)

Managed operations and quality for a team of 20–25 consultants, overseeing recruiting, onboarding, training, shift planning and weekly reporting to leadership to maintain service levels and chat coverage.

Team Management Recruiting Onboarding Training Reporting Customer Service Problem Solving

Quality & Performance Coordinator

Teleperformance

Jan 2014 - Jan 2015 (1 year)

Coordinated quality and performance for eBay Italy operations, led a team of quality analysts and trainers, developed training materials and analysed customer feedback to recommend process improvements.

Quality Management Training Development Data Analysis Coaching performance reporting Process Improvement

Fraud & Security Specialist

eBay Inc.

Jan 2011 - Jan 2014 (3 years)

Investigated complex fraud and risk cases, provided coaching and quality assurance to agents, developed training materials and participated in EMEA calibration to reduce monetary losses and improve fraud detection.