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Jessica Nunes

@jessicanunes1

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Team Leader with 5+ years optimizing operations, leading up to 20 agents, and delivering SLA/KPI results.

Portugal

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What I'm looking for

I’m looking for a Team Leader role in operations where I can drive KPI/SLA performance, improve processes with Excel/SQL reporting, mentor teams, and deliver measurable results in a fast-paced, supportive international environment.

I lead high-performing teams with a performance-first mindset, using data to improve consistency, quality, and engagement. In my current role, I manage up to 20 agents across two international sites while staying accountable to client-defined KPI cycles.

I monitor and act on quality targets (95%), production time, abandoned-rate, and looping metrics, then translate gaps into clear Action Plans and Personal Improvement Plans. I also optimize reporting workflows using Excel and SQL to speed up data-driven decision-making.

I’ve built strong teammates through structured onboarding, training, and leadership routines—conducting interviews, onboarding new hires, and supporting internal transfers and career development. I coordinate day-to-day operations, shift rotations, and site adherence to company directives, while partnering with cross-functional teams to deliver wellbeing activities.

Before moving into leadership, I performed at scale as a Content Moderator, earning consecutive “Exceeds Expectations” ratings and a promotion to Team Leader. Earlier experience in events coordination, marketing support, and certifications (including Green Belt and Build 2.0 Accounts Payable) strengthened my process improvement, stakeholder communication, and operational execution.

Experience

Work history, roles, and key accomplishments

Current

Front Line Manager

Current

Genpact

Nov 2023 - Present (2 years 7 months)

Led and managed up to 20 agents across 2 international sites, monitoring client KPIs across 2-week cycles (95% quality target, 5h10 daily production time, <2% abandoned rate, <4% looping) and implementing action plans to reduce errors. Optimised reporting workflows using Excel and SQL, coordinated site shift rotations and operations coverage, and supported site relocations while improving onboardi

Team Leadership Process Improvement Excel SQL Quality Assurance Onboarding Stakeholder Management Reporting Shift Scheduling

Content Moderator

Genpact

Jan 2022 - Oct 2023 (1 year 9 months)

Reviewed and moderated digital content at scale to ensure compliance with internal policies and external regulations, earning 3 consecutive 'Exceeds Expectations' ratings and a promotion to Team Leader. Served as an HR buddy for onboarding, and created wellness-related content for internal platforms as a Wellness Ambassador.

Content Moderation Policy Compliance Quality Assurance Performance Tracking Onboarding HR Buddying Cross Functional Collaboration Data Driven Decision Making Reporting

Marketing Intern

SingularTrips

Jun 2021 - Oct 2021 (4 months)

Led a full website rebuild from concept to launch, improving structure, visual design, and user experience. Developed and managed email marketing campaigns through newsletter creation to strengthen customer communication.

Email Marketing Newsletter Production Content Creation User Experience Communication

Events Coordinator

Altis Grand Hotel

Oct 2018 - Mar 2020 (1 year 5 months)

Planned and executed corporate and social events end-to-end, managing budgets and timelines and coordinating client requirements. Partnered with internal teams and external vendors for seamless logistics, handling rental agreements, invoicing, and post-event financial reconciliation to drive repeat business.

Event Planning Budget Management Vendor Management Logistics Coordination Client Relationship Management Invoicing Financial Reconciliations Stakeholder Management Time Management

Marketing Intern

Tivoli Hotels & Resorts

Jun 2016 - Oct 2016 (4 months)

Supported website maintenance during a redevelopment phase and contributed to marketing initiatives by creating press releases. Assisted with ongoing marketing activities to support campaign and communications delivery.

Website Maintenance Press Release Writing Marketing Support Content Creation Communication Marketing Coordination