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Stephane Bessa

@stephanebessa

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Strategic operations manager with expertise in optimizing customer service functions.

Spain

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What I'm looking for

I am seeking a role that fosters collaboration, innovation, and growth opportunities.

I am a strategic and data-driven operations leader with extensive experience in optimizing large-scale customer service and back-office functions across international markets. My expertise lies in solving complex business problems through cross-functional collaboration, process reengineering, and technology integration. I am known for scaling high-performing teams, leading digital transformation initiatives, and delivering measurable business outcomes.

Experience

Work history, roles, and key accomplishments

AI Training and Enablement Operations Manager

Invisible Technologies Inc

Oct 2023 - Feb 2025 (1 year 4 months)

Owned strategic operations delivery across global AI initiatives with clients such as Nvidia and CharacterAI. Drove roadmap design, operational scaling, and performance optimization by leveraging automation, data, and lean workflows.

AI Training Operations Management Automation Data Analysis Roadmapping Performance Optimization

Regional Operations Manager

Linde PLC

Sep 2022 - Sep 2023 (1 year)

Oversaw operations for 11 departments in the Benelux region, coordinating initiatives across support, billing, and O2C workflows. Led strategic projects to reduce cost, improve SLA adherence, and digitize legacy systems.

Operations Management SLA Digital Transformation Process Improvement Automation RPA

Operations Manager, Strategic Accounts

Airbnb Sitel BPO

Nov 2021 - Aug 2022 (9 months)

Directed support operations across 8 countries and 5 languages, leading 200+ FTEs. Worked with client stakeholders to realign delivery to evolving business needs, focusing on NPS, VOC, and customer lifecycle strategies.

Operations Management Customer Support NPS VOC分析 Customer Lifecycle Budget Management P&L management Workforce Planning Client Relationship Management

Senior Team Manager

Abbott Sitel BPO

Jul 2021 - Nov 2021 (4 months)

Managed a 20-person team delivering tech and product support. Focused on quality, satisfaction, and value realization.

Team Management Technical Support Product Support Quality Assurance Root Cause Analysis Coaching Performance Management

Team Manager

Intuit Sitel BPO

Oct 2019 - Jul 2021 (1 year 9 months)

Managed customer support across chat, email, and phone for the UK market, ensuring technical assistance in accounting software. Awarded Best Team Lead 2020
Sitel for outstanding team performance & engagement.

Customer Support Team Management Technical assistance Chat Support Email Support Phone Support Employee Engagement

Education

Degrees, certifications, and relevant coursework

Escuela Oficial de Maestros Tatuadores Y Piercers Barcelona

Master Diploma, Tattooing Arts

2023 - 2024

Completed a comprehensive program in tattooing arts, gaining expertise in various techniques and safety protocols. Developed a strong understanding of artistic principles applied to body art.

Institute Polytechnic de Bragança

Graduate Diploma, Communication & Multimedia

2013 - 2014

Acquired a graduate diploma in Communication & Multimedia. Focused on developing skills in various aspects of communication and multimedia production.

ES Paços de Ferreira

Technical Diploma, Business Administration & Accounting

2009 - 2010

Obtained a technical diploma in Business Administration & Accounting. Gained foundational knowledge in business operations, financial management, and accounting principles.