Open to opportunities

Pedro Dias

@pedrodias1

Customer Success Manager who raised Travvia's NPS from 23 to 71 and automated customer operations at Zurich Insurance.

At Travvia, I redesigned the customer journey and introduced structured coaching, increasing NPS from 23 to 71. I also built dashboards to track customer and operational indicators and digitized check-out and onboarding workflows.

At Zurich Insurance, I developed the PDS Link solution in Salesforce, removing manual searches across documents and systems and saving approximately 694 hours monthly. Across customer service, retail, and e-commerce roles, I’ve worked on journey improvements, customer retention, and operational automation.

Experience

Work history, roles, and key accomplishments

Branch Team Leader

Travvia

Jan 2024 - Oct 2024 (9 months)

• Led end-to-end branch operations and customer experience for a team of 20+ employees, driving NPS, CSAT, and operational KPI performance
• Redesigned the customer journey and implemented structured coaching programs, increasing NPS from 23 to 71 (+209%) within 10 months
• Managed digital reputation and standardized service delivery, increasing Google ratings from 3.2 to 4.2 stars, reaching peaks

Customer Experience Branch Operations Team Leadership Coaching NPS CSAT Customer Journey Voice Of Customer (VoC)Upselling Budgeting Workforce Scheduling Payroll Management Escalation Management

Customer Success & Care Specialist

Zurich Insurance

Nov 2022 - Nov 2023 (1 year)

Managed customer and advisor relationships using a consultative approach to support financial products and customer service solutions. Partnered with Product, Customer Experience, and Technology teams to improve customer journeys and delivered Salesforce automations (e.g., PDS Link) that reduced manual work hours and rework.

Customer Success Customer Journey Cross Functional Collaboration Continuous Improvement Salesforce Process Automation Case Management Complaint Handling Customer Service

Customer Success / Customer Care Specialist

Zurich Insurance

Nov 2022 - Nov 2023 (1 year)

• Managed customer and advisor relationships through a consultative approach, supporting financial products and customer service solutions
• Collaborated cross-functionally with Product, Customer Experience, and Technology teams to identify friction points and improve customer journeys
• Contributed to agile discovery initiatives and backlog prioritization focused on customer-centric process impro

Customer Service & Quality Controller

Tourism Holdings Limited

Mar 2018 - Mar 2023 (5 years)

Provided end-to-end customer support across pre-sales, onboarding, in-trip assistance, and offboarding while maintaining zero formal customer complaints over five years. Managed inquiries and service requests with strong SLA compliance and First Contact Resolution (FCR), and coordinated internal teams and external vendors to resolve technical issues.

Customer Support Pre sales Support Onboarding and Support SLA First Contact Resolutions Ticket Management Quality Control Vendor coordination Escalation Management Customer Retention Complaint Management Operational Compliance

Customer Service Representative & Quality Controller

Tourism Holdings Limited

Mar 2018 - Mar 2023 (5 years)

• Delivered end-to-end customer support across pre-sales, onboarding, in-trip assistance, and offboarding, ensuring consistent customer experiences
• Maintained zero formal customer complaints over five years while consistently exceeding CSAT and FCR performance expectations
• Managed customer inquiries, quotes, and service requests with strong focus on SLA compliance and First Contact Resolution

Customer Experience & Operations Manager

Vast Furniture & Homewares

Apr 2021 - Aug 2022 (1 year 4 months)

• Managed customer experience across omnichannel operations, integrating retail stores, e-commerce, and digital customer support channels
• Led fulfillment, logistics, and customer support operations, improving operational efficiency and customer experience outcomes
• Built fulfillment and logistics operations from the ground up while coordinating stakeholders to improve customer satisfaction and

Omni Channel Fulfillment Fulfillment Operations Logistics Customer Support Process Optimization Shopify Gorgias Stakeholder Management Vendor Management Delivery Reliability Improvements Repurchase Rate Improvement Store Operations Customer Experience

Professional development

Career Break

Aug 2015 - Feb 2018 (2 years 6 months)

Pursued exchange studies in Australia to develop advanced English proficiency while building international experience working in the hospitality industry.