Versatile and accomplished executive management professional offering over 8 years’ cumulative experience in the areas of business start-up/development, customer service and contact centre operations. Highly skilled in analysing existing operations and implementing apposite strategies, processes and technologies to improve productivity and efficiency. In-depth functional knowledge of start-up of onshore and offshore BPO operations ranging from small facilities through to multi-location large set ups. Proficient in implementing best practice code and HR recruitment strategies. Qualified with ITIL® Foundation Certificate in IT Service Management, an Initial Pedagogical Training Course for Trainers along with Postgraduate Course of European Justice on Human Rights from the Faculty of Law, University of Coimbra and a Licentiate Degree course in Anthropology in the Faculty of Sciences and Technology, University of Coimbra coupled with other industry-specific training courses completed. Customer-centric people manager, efficient in promoting quality work culture and value for a customer, thus improving business and market value. Remarkable track record of success Excellent multilingual communicator fluent in English (C Level) and native speaker of Portuguese along with intermediary knowledge of Spanish (C Level) and basic French (B Level). Showcases high capacity of adaptation and team spirit gained from hands-on experience working within customer care service.