Maria Eduarda

Operations and project management professional with over 3 years of experience running large-scale customer support, quality assurance, content moderation, and fraud prevention operations in the BPO sector. Currently acting as Operations Manager, running a multi-market operation of around 85 agents through a leadership team of Team Leaders, SMEs, and a Reports Analyst, with direct, day-to-day contact with client POCs. Track record of launching projects from the ground up, building quality frameworks, owning invoicing and budget control, and consistently hitting client KPI targets through close performance tracking and hands-on team management.

Trilingual EU citizen (Portuguese, English, French) with a hands-on leadership style and a strong focus on operational excellence.

Operations Manager (Acting) at Concentrix (2026-02 – Present)

• Manage a large-scale content moderation operation of ~85 agents across 5 markets, leading a team of 4 Team Leaders, 2 SMEs, and 1 Reports Analyst.
• Own weekly and monthly invoicing, keeping billing accurate and in line with contractual terms and SLAs.
• Hold daily meetings with the client to review escalations and open topics, acting as the direct point of contact with the client's POCs.
• Achieved 100% production and 97.5% quality against client-set KPIs for 6 consecutive months.
• Analyze KPIs on an ongoing basis and put together action plans to keep productivity, quality, and service delivery on track.
• Handle workforce and vacation (VAC) planning to keep coverage stable and hit service-level targets.
• Represent the operation in WBRs and MBRs, presenting results and improvement initiatives to clients and senior stakeholders.
• Work closely with other departments to streamline processes, ensure compliance, and keep the team's performance culture strong.

Team Leader — Content Moderation (Social Media) at Concentrix (2024-11 – 2026-02)

• Led a team of 35 agents across 5 markets on a large-scale content moderation project for a major social media platform.
• Rolled out a new Safety pillar focused on strengthening user protection and adherence to community guidelines.
• Launched a new Ad Moderation pillar, overseeing policy enforcement and the quality and compliance of online advertising.
• Tracked KPIs closely and built action plans to keep team productivity and quality on target.
• Kept cross-team collaboration and knowledge sharing running smoothly to support day-to-day operational excellence.

Team Leader — Cryptocurrency (Customer Support & Fraud Prevention) at Concentrix (2024-05 – 2024-11)

Led the ground-up launch of a new cryptocurrency project, setting up both Customer Support and Fraud Prevention operations for a newly released digital currency.

• Designed and rolled out the Quality Scorecard used to keep service delivery and compliance on track during the project's early phases.
• Managed and coached a team supporting 4 markets, with a main focus on the French market.
• Ran WBRs and MBRs with the client, walking through results, performance trends, and developments in the crypto space to support decision-making.
• Handled daily operations through Zendesk, keeping case handling accurate and SLAs on track, while monitoring KPIs tied to user experience, fraud detection, and transaction security.

Team Leader — Content Moderation (VR Gaming) at Concentrix (2024-07 – 2024-11)

• Led a multi-market team of content moderators on a high-profile project reviewing user reports on a virtual reality gaming platform.
• Managed day-to-day review of user-behavior reports and enforcement of community guidelines, keeping decisions consistent through ongoing coaching and feedback.
• Monitored KPIs on handling time, accuracy, and user-safety outcomes, and put action plans in place to improve efficiency.

Quality Evaluator — Cryptocurrency at Concentrix (2023-01 – 2023-07)

• Evaluated the quality of customer support interactions for a newly launched cryptocurrency project, checking adherence to company standards and client expectations.
• Reviewed agent performance on accuracy, compliance, and customer experience, giving feedback that fed into ongoing improvement.
• Helped set up quality assurance processes and reporting during the project's early stages, laying the groundwork for operational excellence.

Bachelor's Degree in Business Communication – Instituto Superior de Contabilidade e Administração do Porto (ISCAP) (2020 – 2025-09)