Davide Veloso Neves

I am an operations and team management professional with solid experience in contact center/BPO environments, service quality, auditing, and continuous improvement. Throughout my career, I have led teams of up to 30 people, coordinated training for new hires, and monitored KPIs and performance reports to ensure consistent results aligned with business objectives. I am comfortable working with data, identifying operational issues, and implementing practical solutions, as well as communicating effectively with clients and internal stakeholders.

I am currently seeking opportunities in operations, team leadership, or account management, in Portugal or international contexts where I can continue to develop projects focused on operational efficiency and customer service.

Senior Quality Analyst / Team Coach at Concentrix (2023-01 – 2026-01)

• Lead team workflows by prioritizing tasks, organizing daily work, and running regular huddles to improve motivation and efficiency.
• Manage quality projects and campaigns, ensuring adherence to corporate standards and operational requirements.
• Plan and execute internal and external quality audits to support service and product excellence.
• Train and mentor new hires and team members transitioning into the Quality Analyst role.
• Analyze audit results and RCA findings, identify inefficiencies, and develop actionable improvement plans.
• Monitor KPIs and quality metrics to reduce defects and strengthen performance.
• Support production teams and collaborate with leadership to resolve daily operational challenges.

Content Reviewer / Agent / Team Support at Concentrix (2020-01 – 2023-01)

• Reviewed digital content for accuracy, compliance, and quality.
• Validated sources and flagged inappropriate or misleading information
• Tracked performance metrics and improved workflow efficiency through consistent quality monitoring.

Skipper at Breeze Passion (2018-01 – Present)

• Ensured passenger and crew safety by following established regulations and procedures.
• Monitored vessel progress and communicated navigational updates to the lead watchman.
• Performed deck maintenance, cleaning, and safety checks to support safe operations.
• Managed cargo loading, unloading, storage, and security.
• Maintained accurate legal and operational records.

Certificate in Google Project Management Certificate – Coursera (2025-01)

Music Production – Restart – Instituto de Criatividade, Artes e Novas Tecnologias (2014-01 – 2015-01)

Graphic Design – Escola Secundária Fernando Lopes Graça (2009-01 – 2012-01)