Luis Pinhal
Seixal
Summary
Significant experience in a multinational environment, always linked to Customer Care and Complaints area. Career made in leading industries, such as Telecommunications, Private Healthcare, and Insurance.
Over the last 12 years manage Customer Care & Complaints area for Portugal and Spain.
Team player, focused on career management for all direct reports, building strong and durable relationships.
Setup Strategy on mid-term, Return on Investment (ROI) and Profit & Loss (P&L) analysis are also skills that I've developed over the past 16 years.
Overview
27
27
years of professional experience
Work History
Customer Service Iberian Responsible
MetLife Europe
01.2012 - 10.2024
- Coordination of all customer care processes, managing internal teams and outsourcing providers
- Responsible for Complaints management teams
- Management of Inbound platforms and BPO teams working at MetLife Headquarters
Telemarketing Manager
MetLife Europe
04.2008 - 12.2011
- Responsible for Direct Marketing sales process
- Managing Outsourcing providers
- Generate Profit & Loss (P&L) and 5 year Marketing plan with MetLife partners (Finance, Banking, Retail)
Customer Care Manager
Clínica Europa, Serviços Médicos S.A
01.2006 - 03.2008
- Recruiting, training, and managing Non-Clinical Staff
- Manage agreements with Private Health Insurance providers and International organizations (NATO, Embassies, etc.)
- Implement CRM software and corporative website
Contract Manager
Vodafone Portugal
04.2002 - 12.2005
- Global Agreements (GA) analysis.
- Customize GA according Vodafone Portugal requirements
- Contract of Adherence (CoA) elaboration
- Collaborate in Tender /RFP processes with Vodafone business units
Contact Center Coordinator
Vodafone Portugal
03.1998 - 03.2002
- Responsible for Telemarketing Campaigns
- Manage Outsourced providers in-house
- Elaborate Scripts and training contents
Education
Postgraduate - Banking, Insurance And Financial Markets
Lusófona University
Lisbon, Portugal07.2024
Graduated - Human Resources
Lusiada University
Lisbon06-1999
Skills
- Customer Care management
- Contract Management
- Process Optimization
- SAP
- OFFICE
CRM Software Usage
Complaint Handling
Problem-Solving
Excellent Communication
Customer Retention Strategies
Websites
Hobbies
Traveling
Volunteering
Sports
Languages
Portuguese
Native language
English
Advanced
C1
Spanish
Advanced
C1
Timeline
Customer Service Iberian Responsible
MetLife Europe
01.2012 - 10.2024
Telemarketing Manager
MetLife Europe
04.2008 - 12.2011
Customer Care Manager
Clínica Europa, Serviços Médicos S.A
01.2006 - 03.2008
Contract Manager
Vodafone Portugal
04.2002 - 12.2005
Contact Center Coordinator
Vodafone Portugal
03.1998 - 03.2002
Postgraduate - Banking, Insurance And Financial Markets
Lusófona University
Graduated - Human Resources
Lusiada University
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