Open to opportunities

Mattia Castagna

@mattiacastagna

Message

I lead Meta operations teams, improving KPI performance, workflows, and delivery quality.

Portugal

Message

What I'm looking for

I'm looking to lead operational excellence initiatives where I can strengthen KPI governance, optimize workflows, develop teams, and use data-driven reporting to improve delivery quality and customer experience.

At Teleperformance Portugal, I lead teams supporting Meta Platinum clients across multiple markets, governing KPIs including SLA compliance, CSAT, resolution rate, AHT, backlog, capacity, workload, and forecast accuracy. I build dashboards in Power BI, Tableau, and advanced Excel, present Business Reviews to operations leaders and client stakeholders, and manage high-priority technical, ad delivery, and policy escalations.

I've progressed from Customer Delight Representative to First Line Manager and Senior Executive Operations Supervisor, leading multicultural teams of 20+ FTE and improving workflows, scheduling, productivity, and reporting. My background combines economics, Lean Six Sigma, Agile/Scrum, digital marketing, and operational governance to support better customer experiences and delivery outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Executive Operations Supervisor

Current

Teleperformance Portugal

May 2024 - Present (2 years 3 months)

Lead and mentor a high-performing team supporting Meta Platinum clients across multiple markets. Track, analyze, and drive operational KPIs including SLA compliance, CSAT, and resolution rate, and prepare business reviews for stakeholders.

Power BI Tableau KPIs SLA Management Escalation Management Process Optimization Workflow Automation Stakeholder Communication

First Line Manager

Teleperformance Portugal

Jun 2023 - May 2024 (11 months)

Managed a multicultural team supporting HIVA and non-HIVA clients, overseeing daily operations and ensuring SLA adherence. Identified process gaps and supported recruitment and training.

Team Management SLA Process Improvement Recruitment Training

Customer Delight Representative

Teleperformance Portugal

Sep 2021 - Jun 2023 (1 year 9 months)

Provided ad support and consultancy to business clients, analyzing campaign data and delivering actionable solutions to technical issues. Maintained high CSAT through structured communication and problem-solving.

Customer Support Campaign Analysis Problem Solving