Susana Antunes
@susanaantunes1
Operations Manager at Teleperformance who launched VIPRE Security’s Nordic account management team and built its renewal playbook.
PortugalWhat I'm looking for
At Teleperformance, I launched VIPRE Security’s Nordic account management team from zero across Sweden, Denmark and Portugal. I put the account’s KPIs, operating routines, reporting and SOPs in place, and wrote a Renewal & Expansion Playbook that’s now rolling out to account managers.
At Reddit Ads, I launched the Client Partner team for the new Brazilian market and redesigned an underperforming SDR team’s bonus model. The team hit target from its first quarter after the change, and helped the wider operation reach its $13M quarterly target.
Earlier at Pinterest, I grew the content moderation operation to 45 moderators under three supervisors and was promoted to Operations Manager. At Zettle by PayPal, I progressed from customer service representative to Operations Supervisor, managing 15 reps and owning CSAT, quality and SLA.
Experience
Work history, roles, and key accomplishments
Operations Manager
VIPRE Security
Jan 2025 - Present (1 year 8 months)
Launched the Nordic account management team from zero, owning renewal forecasting for a $7M annual book. Implemented KPIs, documentation, and a Renewal & Expansion Playbook.
Launched and managed remote account management teams for enterprise clients, including VIPRE Security, Reddit Ads, Pinterest, and Zettle by PayPal. Owned KPIs, forecasting, and team development.
Launched the Client Partner team for Reddit Ads' Brazilian market and redesigned an underperforming SDR team's bonus model, leading to target achievement. Managed Account Managers directly in the final quarter.
Promoted to Operations Manager, overseeing the content moderation operation and its supervisors.
Grew content moderation operation to 45 moderators under 3 supervisors, owning accuracy and time-to-resolution. Promoted to Operations Manager in 2022.
Customer Service Rep to Operations Supervisor
Zettle by PayPal
Jan 2015 - Dec 2020 (5 years 11 months)
Started as a customer service rep, promoted to escalations point of contact within 12 months, then to Operations Supervisor in 2018. Managed 15 reps and owned CSAT, quality, and SLA.
Education
Degrees, certifications, and relevant coursework
Universidade Autónoma de Lisboa
Licenciatura, Communication Sciences
Completed a Licenciatura (Bachelor's degree) in Communication Sciences from Universidade Autónoma de Lisboa in 2021.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Social media
Interested in hiring Susana?
You can contact Susana and 90k+ other talented remote workers on Himalayas.
Message SusanaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
