Sérgio Costa
@srgiocosta
I build AI-assisted operational workflows and coach teams to deliver consistent, high-quality customer and trust outcomes.
GreeceWhat I'm looking for
At TaskUs, I led a 12-agent customer experience team across scheduling, SLA adherence, performance frameworks, and complex escalations. My structured coaching contributed to 0% voluntary turnover and helped two agents move into higher-responsibility roles within 60 days.
I've also supported Tier 1 and Tier 2 customer operations, reviewed high-volume user-generated content against community guidelines, and translated team metrics into practical productivity insights. Earlier, I coordinated technical operations as a GNOC Shift Leader at Nokia and built hands-on IT and network support experience.
I direct AI-assisted workflow design and process automation, including Python-based trading systems and content-processing tools where I own the strategy and logic. I'm trilingual in Portuguese, English, and Spanish, and I bring a remote-first approach to operations, AI operations, and trust and safety work.
Experience
Work history, roles, and key accomplishments
Manage Tier 1 ticket resolution with high first-contact resolution rates while supporting peers operationally. Leverage Team Leader and Content Integrity experience to drive floor-level process consistency.
Reviewed high-volume user-generated content against community guidelines with consistently high accuracy rates. Maintained strict KPI adherence in a fast-paced, detail-oriented moderation environment. Applied policy interpretation skills developed during Team Leader tenure to flag systemic workflow gaps.
▸ Led a team of 12 agents across scheduling, SLA adherence, and individual performance frameworks.
▸ Achieved 0% voluntary turnover through structured coaching and proactive career development
conversations.
▸ 2 agents promoted or relocated to higher-responsibility roles within 60 days — direct result of tailored
coaching methodology.
▸ Delivered daily and weekly coaching sessions covering soft sk
Provided technical support to customers, resolving issues and ensuring satisfaction.
Reviewed and approved social media content, ensuring compliance with guidelines.
Provided credit management support, assisting customers with credit-related inquiries.
Provided commercial assistance, supporting sales and customer service activities.
Performed administrative tasks, supporting office operations and customer service.
Managed order processing and coordination, ensuring accurate and timely delivery.
Supervised IT operations, managing technical support and system maintenance.
Handled customer calls, providing support and information.
Assistente de Vendas júnior
Efectuar a gestão de recursos humanos.
Fazer todos os relatórios inerentes à área do projeto.
Efectuar o controlo e registo de alarmes de uma rede 2G e 3G
Técnico de informática e de redes.
Efectuar reparações de software e hardware em PC's.
Executar a manutenção e reparação de uma rede informática. (LAN)
Processed customer transactions and provided customer service.
Drove vehicles for delivery or transport purposes.
Processed customer transactions and provided customer service.
Education
Degrees, certifications, and relevant coursework
IEFP – Centro de Formação Profissional de Sintra
Upper Secondary Education, Information Technology
2009 - 2012
Completed upper secondary education with a focus on information technology, achieving EQF Level 4 certification.
IEFP – Centro de Formação Profissional de Sintra
Upper Secondary Education (12th Grade) — IT Technician, EQF Level 4, Information Technology
2009 - 2012
Tech stack
Software and tools used professionally
Availability
Location
GreeceAuthorized to work in
Job categories
Skills
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