Open to opportunities

João Almeida

@jooalmeida

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Dedicated service coordinator with expertise in operational excellence.

Portugal

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What I'm looking for

I seek a role that fosters collaboration and innovation, with opportunities for growth.

As an EMEA Direct Service Coordinator at Uber Portugal, I am responsible for monitoring customer operations performance and investigating support issues. My role involves collaborating with regional teams to identify improvement opportunities and deliver valuable customer experience insights. I am dedicated to optimizing performance and enhancing customer satisfaction, ensuring that our services meet the highest standards.

Previously, I served as a Senior Program Specialist, where I supported New Verticals operations in France and managed operations scaling and launches in both France and Germany. My experience includes working closely with BPOs and COEs to surface insights and propose improvements in policies, processes, and training. I thrive in dynamic environments and am committed to driving operational excellence through strategic thinking and effective collaboration.

Experience

Work history, roles, and key accomplishments

Current

Direct Service Coordinator

Current

Uber Portugal

Jun 2023 - Present (1 year 11 months)

Responsible for monitoring customer operations performance, investigating support issues, and supporting regional teams. Skilled in identifying improvement opportunities and enhancing customer satisfaction.

Customer Operations Performance Monitoring Problem Solving Process Improvement Customer Satisfaction

Senior Program Specialist

Uber Portugal

Sep 2022 - May 2023 (8 months)

Supported New Verticals operations in France and managed operations scaling and launches in France and Germany, focusing on process improvements and collaboration with internal stakeholders.

Operations Management Process Improvement Stakeholder Management Quality Assurance Strategic Thinking Change Management Training Development Tooling

First Line Manager

Teleperformance

Oct 2020 - Apr 2021 (6 months)

Led a team in customer service operations, focusing on problem detection and the development of marketing strategies.

Team Leadership Customer Service Marketing Strategy Communication Skills Team Collaboration Performance Management Training

Customer Service Advisor

Agrupamento de Escolas Dr. Serafim Leite

Jun 2018 - Nov 2019 (1 year 5 months)

Analyzed communication situations and collaborated in the development of marketing and advertising strategies.

Customer Service Communication Marketing Advertising Strategy Team Collaboration Problem Solving

Education

Degrees, certifications, and relevant coursework

Teleperformance

Customer Service

2020 - 2021

Completed training and gained experience in customer service, focusing on communication skills and problem-solving in a fast-paced environment.

Agrupamento de Escolas Dr. Serafim Leite

Communication - Marketing and Public Relations

2011 - 2014

Able to analyze interpersonal and organizational communication situations, collaborate in the detection and formulation of communication problems and participate, creatively and actively, in the development and planning of marketing and advertising strategies.