At Rank Group, I’m the first dedicated Customer Support Team Manager for the Portuguese market, taking ownership of the local support operation as the brand develops in Portugal.
I lead and develop a team of six agents, overseeing daily operations, service quality and performance. I monitor KPIs, contact trends and CSAT feedback to identify improvement opportunities.
I manage complex escalations and coordinate with Operations, Compliance and external providers to resolve them. I also improve customer communications, internal procedures and support workflows.
Previously, at Betclic Group, I led a team of nine Customer Support agents in a regulated environment. I managed performance through CSAT, QA, AHT and productivity KPIs, and contributed to coaching, onboarding, process documentation and knowledge management.
