Susana Coimbra

I am a dynamic person, very well organized, comfortable to work in multinational environments; my sympathy and proactivity allows me to easily stablish last longing relationships with my colleges and business partner.Throughout the years I have helped companies to think like their customers, improving the engagement and their success. I also have been managing teams for the past 15 years in areas such as Customer Service, Recruitment and Content related support, which has provided me with the needed know-how to set-up and develop projects.

2021- present Operation Manager, Team Manager - SITEL Portugal Responsible for setting up Call Center Operations in LG; manage KPI’s, Quality Controller, Selection and Recruitment. Support Site Manager

2016 - 2021 Senior Team Leader - Accenture Portugal Coordination and leadership of teams on digital content management and Product Development Team Management (with a total of 60 employees):

- KPI Daily analysis; - Responsibility for the resource’s efficiency and processes compliance.

- Point of Contact with Client, to control team objectives and performance.

- Definition and control of individual/team goals and metrics - Teams motivation and dynamization - Training Management of Monthly invoice to client Recruitment and Onboarding New Joiners, working together with Recruitment partners/ Vendors Definition and monthly management of productivity, Quality and AHT (average handle time).

2013 – 2016 International Business Consultant at ASTUREX (Regional Government of Asturias - Spain) Support business internationalization of Asturias companies and

2009 - 2013 Extremadura Avante - Consultant supporting business internationzation of Spanish Service and product.

1999-2009 - Banking Account Manager – Santander & Barclays

Management and Marketing degree at IPAM Lisbon (classification: 15)

Marketing & Communication Post-Graduation degree at ISCE Lisbon (classification: 16) Commercial Management and Marketing specialized course at IATA Lisbon