Open to opportunities

Paulo Conceicao

@pauloconceicao

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Experienced Team Manager specializing in operations and customer success.

Portugal

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What I'm looking for

I am seeking a role that fosters team development and operational excellence, with opportunities for growth and innovation.

I am an experienced Team Manager with a proven track record in scaling operations within the BPO industry in Lisbon, Portugal. Currently, I lead a team of 150 multilingual content moderators in the Trust & Safety department at ByteDance, where I ensure effective moderation of content and compliance with community standards. My expertise in SLA management and KPI tracking has consistently driven operational excellence and improved team performance.

Throughout my career, I have successfully implemented real-time KPI dashboards, enhancing content accuracy by 20% and reducing review times by 25%. My commitment to continuous improvement is reflected in my initiatives for cross-training moderators, which has significantly reduced backlog during peak periods. I pride myself on fostering strong relationships with stakeholders and delivering actionable insights through regular business reviews.

With a background in customer support and back-office operations, I have honed my skills in performance monitoring, process optimization, and client relations. I am passionate about developing teams and driving results that align with organizational goals, ensuring high levels of customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Team Manager, Trust & Safety department

Current

Conectys / ByteDance

Dec 2020 - Present (4 years 6 months)

Led a team of 150 multilingual content moderators in the Trust & Safety department, ensuring effective and compliant moderation of content and advertising in line with ByteDance's community standards and platform policies. Oversaw the team responsible for reviewing and moderating content flagged for violations, ensuring adherence to Trust & Safety guidelines and maintaining platform integrity. Man

Content Moderation Trust and Safety SLA Management KPI Tracking Data Reporting Coaching Quality Assurance Stakeholder Management Process Improvement

Team Manager / Quality Analyst

Foundever

May 2011 - Present (14 years 1 month)

Managed a team of 70 agents across customer support and Backoffice operations in EMEA, handling technical support and customer inquiries across multiple channels. Led the team in monitoring and optimizing Backoffice workflows to reduce backlogs and improve process efficiency. Directly reported to senior management, delivering performance reviews and recommending improvements for customer service a

Customer Support Back Office Operations Technical Support SLA Management Performance Monitoring Data Analysis Process Improvement

Trace Agent / Customs

FedEx

May 2008 - Present (17 years 1 month)

Handled tracing and recovery of lost or delayed shipments, working closely with internal logistics teams and external partners to resolve issues using DataPower. Managed case workloads, ensuring resolution of missing shipments met service-level agreements (SLAs) and adhered to customer satisfaction targets. Provided daily reporting to internal stakeholders on key KPIs, including resolution time, c

Logistics Coordination DataPower SLA Management Customer Satisfaction KPIs Problem Solving

Back Office Trainer

Sellbytell

Feb 2005 - Present (20 years 4 months)

Conducted training sessions for Backoffice teams, covering topics such as process improvement, SLA adherence, and best practices in customer service and data management. Developed comprehensive training materials, including step-by-step guides and performance improvement plans, which led to a 15% increase in Backoffice productivity. Collaborated with operations management to ensure training progra

Process Improvement SLA Customer Service Data Management Training Development Performance Coaching

Education

Degrees, certifications, and relevant coursework

ISLA Porto

Bachelor in Translation and Comparative Culture, Translation and Comparative Culture

Completed a Bachelor's degree focusing on Translation and Comparative Culture. This program provided a comprehensive understanding of linguistic and cultural nuances.