Open to opportunities

Sérgio Costa

@srgiocosta

I build AI-assisted operational workflows and coach teams to deliver consistent, high-quality customer and trust outcomes.

Greece

Message

What I'm looking for

I'm seeking remote-first Operations, AI Operations, or Trust & Safety roles where I can combine operational rigour, people coaching, workflow improvement, and emerging technology. I'm open to international remote opportunities.

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

Current

Customer Experience Representative

Current

TaskUs

Feb 2026 - Present (8 months)

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.

Confluence Social Listening Customer Satisfaction Attention To Detail Multitasking Customer Experience Internal Communications Customer Support

Content Integrity Specialist

TaskUs

Oct 2025 - Feb 2026 (4 months)

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.

Customer Experience Team Leader

TaskUs

Feb 2025 - Oct 2025 (8 months)

▸ 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

Customer Support Customer Satisfaction Customer Service Team Management Multitasking Chat Internal Communications Confluence Suporte Ao Cliente Atendimento ao Cliente Bate Papo Comunicação Interna

Technical Support Advisor

Teleperformance

Oct 2021 - Jan 2022 (3 months)

Provided technical support to customers, resolving issues and ensuring satisfaction.

Customer Support Customer Satisfaction Multitasking Online Support Customer Experience Internal Communications Suporte Ao Cliente Experiência Do Cliente Comunicação Interna

Social Media Approver

Teleperformance

Aug 2020 - Sep 2021 (1 year 1 month)

Reviewed and approved social media content, ensuring compliance with guidelines.

Customer Support Customer Satisfaction Attention To Detail Multitasking Chat Online Support Internal Communications Suporte Ao Cliente Bate Papo Comunicação Interna

Suporte Gestão Crédito

Vodafone

May 2020 - Jul 2020 (2 months)

Provided credit management support, assisting customers with credit-related inquiries.

Customer Support Online Support Customer Experience Internal Communications Suporte Ao Cliente Experiência Do Cliente Comunicação Interna

Assistente comercial

Vodafone

Feb 2020 - Apr 2020 (2 months)

Provided commercial assistance, supporting sales and customer service activities.

Customer Support Multitasking Online Support Customer Experience Internal Communications Suporte Ao Cliente Experiência Do Cliente Comunicação Interna

Assistente administrativo

Cintramédica

Sep 2019 - Dec 2019 (3 months)

Performed administrative tasks, supporting office operations and customer service.

Customer Support Multitasking Suporte Ao Cliente

Order Management Representative

Ericsson

Apr 2018 - Aug 2019 (1 year 4 months)

Managed order processing and coordination, ensuring accurate and timely delivery.

Multitasking Organizational Skills Online Support

Supervisor IT DMA

Município de Oeiras

Aug 2017 - Jan 2018 (5 months)

Supervised IT operations, managing technical support and system maintenance.

Organizational Skills

Operador de contact center

Mcall - Contact Center

Oct 2015 - Dec 2016 (1 year 2 months)

Handled customer calls, providing support and information.

Customer Experience Experiência Do Cliente

Assistente de Vendas júnior

The Phone House Telecom GmbH

Jun 2015 - Sep 2015 (3 months)

Assistente de Vendas júnior

Attention To Detail

Shift Leader GNOC

Nokia

Mar 2012 - Jul 2013 (1 year 4 months)

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

Attention To Detail Multitasking Organizational Skills IT Proficiency

IT Technician

IEFP

Nov 2009 - Jan 2012 (2 years 2 months)

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)

Multitasking IT Proficiency