Claudia Ribeiro

Dynamic Customer Experience and Operations Leader with over 20 years of experience leading customer-focused operations, contact center environments, service desk functions, client services, and high-performing teams. Proven track record of improving customer satisfaction, driving operational excellence, enhancing service quality, and delivering measurable business outcomes across complex enterprise environments. Recognized for building strong client relationships, resolving escalations, developing high-performing teams, and implementing continuous improvement initiatives that enhance productivity, service delivery, and customer retention.

Experienced in managing operational environments supporting over 6,500 users, achieving 95% SLA compliance, maintaining 99.9% service availability, and delivering customer-centric solutions aligned to business objectives.

Major Incident Response - Absa Group

(2025-02 - 2026-04)

• Managed service delivery governance and major incident response activities across critical business environments.
• Stakeholder engagement.
• Business continuity, Escalation Management and Customer impact.
• Enforced ITIL processes including incident and Change Management.
• Assisted in defining service standards, operational procedures, and SLA frameworks.
• Coordinated major incident resolution to minimize operational downtime and business disruption.
• improved operational collaboration between technical and business stakeholders.
• Enhanced service governance and documentation accuracy.
• Contributed to improved SLA performance and operational compliance.

Service Delivery Manager - IOCO Infrastructure Services

(2024-03 - 2024-09)

• Managed end-to-end IT service delivery operations and customer engagement functions.
• Maintained strong client relationships and acted as a senior escalation point.
• Coordinated internal operational teams to ensure SLA achievement and service quality.
• Conducted service review meetings and implemented continuous improvement initiatives.
• Achieved 95% SLA compliance.
• increased customer satisfaction ratings above 90%.
• Led and mentored a team of 15+ employees, improving productivity by 20%.
• Reduced operational costs by 12% annually & recurring incidents by 15%.

Operations Manager - IOCO Infrastructure Services

(2015-11 - 2024-03)

Ensure the effective and efficient delivery of IT services, focusing on maintaining strong client relationships, improving service quality, and driving continuous improvement. Leverage ITIL-based service management processes to meet SLA's and exceed client expectations, while collaborating with internal teams to align service delivery with business objectives. Achieved 95% SLA compliance in IT service delivery, boosting client satisfaction above 90%.

Cultivated robust client relationships that secured contract renewals and long-term partnerships. Directed a team of 15+, increasing productivity by 20% through effective mentoring and process improvements. Implemented strategic cost-saving measures, reducing operational expenses by 12% annually.

Launched continuous improvement projects that cut incident recurrence by 15%.

• Oversaw daily IT infrastructure and operational support services.
• Managed operational teams, escalations, SLA performance, and customer service delivery.
• Supervised a high-volume call center handling 2,000+ monthly support tickets.
• Conducted compliance audits and implemented operational improvement strategies.
• Managed infrastructure operations supporting 6,000+ users.
• Maintained 99.9% system uptime.
• Reduced incident resolution times from 6 hours to 3.5 hours.
• improved first-contact resolution rates by 18%.
• Achieved consistent SLA compliance across operations.

Client Support Manager - IOCO Infrastructure Services

(2013-09 - 2015-10)

• Managed escalated customer support issues and stakeholder communication.
• Conducted Root Cause Analysis investigations and coordinated issue resolution.
• Maintained customer relationships and ensured compliance with contractual deliverables.
• Reduced customer complaints by 25%.
• Reduced recurring incidents by 20%.
• Delivered projects with a 95% on-time completion rate.

Change Manager - IOCO Infrastructure Services

(2012-05 - 2013-08)

• Managed Change and Problem Management processes across operational environments.
• Chaired Change Advisory Board (CAB) meetings and coordinated operational changes.
• implemented ITIL-compliant operational procedures and governance standards.
• Reduced system downtime by 15%.
• Coordinated and approved 100+ monthly operational changes.
• Reduced operational process cycle times by 20%.
• improved stakeholder satisfaction by 25%.

Customer Service and Call Centre Team Leader - IOCO Infrastructure Services

(2001-03 - 2012-04)

Provided technical telephonic support, led a diverse team, and ensured the efficient resolution of IT issues for over 6,500 users. Supervised a helpdesk supporting 6,500+ users, achieving a 95% first-response resolution rate. Reduced escalation turnaround by 30% through strategic workflow improvements.

Delivered targeted training that boosted team productivity by 22%. Ensured accurate documentation of all incidents for compliance and reporting purposes. Coordinated hardware/software support, minimizing downtime for end-users.

• Led technical support and customer service teams within a high-volume helpdesk environment.
• Provided telephonic support, managed escalations, and coordinated workflow processes.
• Conducted staff coaching, training, and performance management.
• Supported 6,500+ users while maintaining 95% SLA compliance and 99.9% service availability.
• Reduced escalation turnaround times by 30%.
• increased team productivity by 22%.
• Maintained high compliance and documentation standards.

Career Diploma - Academy of Learning (1997)

Matric National Certificate - Queens High School (1992)