António Sá
Key Account Manager
Guimarães
Summary
Experienced Collaborative Key Account Manager with a proven track record of success in building strong relationships, negotiating effectively, and driving new business growth within targeted and assigned accounts. Possessing a keen analytical and quantitative mindset, along with a strong technical aptitude. Meticulous in paying attention to even the smallest details. Motivated by self-drive and adaptability. Consistently surpasses set goals, demonstrating the ability to consistently exceed expectations.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Key Account Manager
Tamet, Eletronica e Comunicações, SA
12.2020 - 02.2025
- Implementation and monitoring of all internal technical processes required by clients.
- Analyzing and implementing new processes and/or procedures from brands/clients (Xiaomi, Samsung, Nokia, Panasonic, Alcatel, TCL, NIU, Wispeed, among others).
- Communicating process-related needs to Central Departments (Technical, IT, Quality, Human Resources, Warehouse, General Services, and Finance).
- Monitoring brand metrics and internal reporting (KPI, TAT/OTD, Bounce, NPS, Customer Satisfaction, among others).
- Analyzing process non-conformities and metrics outside target objectives, developing corrective action plans, and providing clarifications whenever requested by clients and/or brands.
Operacional Manager Repair Center
ICP, Logistica Portugal
09.2020 - 11.2020
- Coordinate technical teams to ensure efficiency in service delivery.
- Define and monitor performance KPIs (average repair time, first-visit resolution rate, customer satisfaction level, etc.).
- Ensure compliance with service and support deadlines.
- Develop and optimize workflows to reduce time and costs in support operations.
- Implement continuous improvements in maintenance and technical support processes.
- Monitor operational costs and seek resource optimization.
Operational Customer Service Manager
Tamet, Eletronica e Comunicações, SA
11.2017 - 08.2020
- Monitor KPIs (such as response time, resolution rate, and NPS) to ensure high performance.
- Implement strategies to enhance customer experience.
- Create scripts and service guides to maintain standardization.
- Provide feedback and conduct team performance evaluations.
- Analyze complaints and implement improvements to prevent recurrence.
- Ensure customer issues are resolved efficiently.
- Collaborate with other departments (logistics, sales, IT) to address complex issues.
- Analyze trends and propose continuous improvements in customer service.
- Monitor costs and budget to optimize resources.
Quality & Environmental Manager
Tamet, Eletronica e Comunicações, SA
01.2013 - 11.2017
- Ensure that the product/service provided by the organization is fit for purpose, consistent, and meets all requirements.
- Monitor and advise on the performance of the quality management system, produce data, and generate reports on performance, measuring them against established standards.
- Act as the liaison between management, department heads, and employees to ensure the QMS operates effectively.
- Advise on changes and their implementation, providing training, tools, and techniques to achieve quality standards.
- Oversee customer audits, particularly technical audits from brands such as Samsung, Alcatel, and Xiaomi.
Quality Manager
Estamparia Têxtil Amado e Martins
11.2005 - 12.2012
- The main activities performed were directly related to coordinating the maintenance of the Quality Management System.
- These activities included training and raising employee awareness of quality issues, always aiming to link product quality with customer satisfaction.
- Analyze the organization's overall performance based on defined objectives, customer expectations, and requirements, and report to management to improve processes and enhance customer satisfaction and loyalty.
Education
Postgraduate in Lean Management -
CLT Services
02.2017 - 05.2018
KAIZEN - Team Leaders - undefined
Kaizen Institute
Specialization in Quality Management - undefined
ISQ (Instituto de Soldadura e Qualidade)
02.2013 - 08.2013
Bachelor's degree in Chemical Engineering - undefined
Instituto Superior de Engenharia do Lisboa / Instituto Superior de Engenharia do Porto
01.1998 - 01.2004
Skills
Microsoft Office
Microsoft Dynamics
Client relationship building
Business development
Account management
Cross-functional collaboration
Account retention
Data-driven decision making
Teamwork and collaboration
Self motivation
Problem-solving abilities
Adaptability and flexibility
Personal Information
- Date of Birth: 07/17/79
- Gender: Male
Driving Licence
- A
- B
Timeline
Key Account Manager
Tamet, Eletronica e Comunicações, SA
12.2020 - 02.2025
Operacional Manager Repair Center
ICP, Logistica Portugal
09.2020 - 11.2020
Operational Customer Service Manager
Tamet, Eletronica e Comunicações, SA
11.2017 - 08.2020
Postgraduate in Lean Management -
CLT Services
02.2017 - 05.2018
Specialization in Quality Management - undefined
ISQ (Instituto de Soldadura e Qualidade)
02.2013 - 08.2013
Quality & Environmental Manager
Tamet, Eletronica e Comunicações, SA
01.2013 - 11.2017
Quality Manager
Estamparia Têxtil Amado e Martins
11.2005 - 12.2012
Bachelor's degree in Chemical Engineering - undefined
Instituto Superior de Engenharia do Lisboa / Instituto Superior de Engenharia do Porto
01.1998 - 01.2004
KAIZEN - Team Leaders - undefined
Kaizen Institute