Excel
Nuno Bartolomeu
Senior Customer Operations Manager
Silves
Work Preference
Summary
With over 10 years of progressive experience in Customer Operations, I excel at leading high-performing support teams and implementing lean process improvements that have resulted in a notable 20% increase in client satisfaction and a 15% decrease in operational costs. Adept at fostering service excellence through Phone, Email, Chat, and Backoffice channels, I am proficient in English and Portuguese and am skilled with advanced Excel and Microsoft Office. I am seeking to leverage my expertise in customer operations, relationship management, and analytical problem-solving in a challenging, global role within the tech or service sector.
Overview
22
22
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Operations Manager (Daikin Account)
Foundever
06.2022 - 07.2025
- As Operations Manager at Foundever, I was the primary liaison for escalations and operational needs for 5 European markets. My role involved strategic planning and execution to enhance service levels, resulting in improved customer experiences and streamlined operations.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Senior Team Leader (AirBnb Account)
Foundever
06.2016 - 06.2022
- Led a multilingual support team (Trust, Claims and Safety), overseeing scheduling
- Provided real-time support to team members, ensuring high-quality service via email and chat. Monitored KPIs and individual performance, delivering feedback and development plans.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Discovered training needs and provided coaching.
- Set clear team goals and delegated tasks and set deadlines.
Advisor (Barclaycard Account)
Foundever
01.2014 - 05.2016
- Support and management of personal credit cards. Sale of Personal Credit.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
Client Manager
Fidelidade
12.2011 - 12.2019
- Sell insurance policies that meet the requirements of the client. Supporting and proactively creating client needs. Processing Insurance applications from customers.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Insurance Clerk
VD Insurance | Ok! Seguros
10.2007 - 09.2011
- Responded to inquiries from callers seeking information.
- Processed and recorded new policies and claims.
- Checked documentation for accuracy and validity on updated systems.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Administrative Assistant
Consultoria E Recursos Humanos - CRH
04.2006 - 12.2009
- Payroll processing. General office management. Answering phones.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Back Office Assistant (EDP Account)
Consultoria E Recursos Humanos - CRH
09.2004 - 03.2006
- Processed and resolved customer requests for an electricity supplier via email and back office queues, ensuring accurate updates to contracts, accounts, and billing information in the CRM and internal systems
- Investigated issues related to invoices, payments, meter readings, and supply contracts, coordinating with front-office agents and other departments to ensure timely, compliant resolution for residential and business customers.
- Monitored and validated customer data, maintained up-to-date records, and prepared reports to support operational performance, regulatory requirements, and service quality targets in a highly regulated utilities environment.
Advisor (EDP Account)
Consultoria E Recursos Humanos - CRH
12.2003 - 08.2004
- Handled inbound customer contacts for an electricity supplier, providing clear information on contracts, tariffs, invoices, and payment options.
- Resolved billing, meter reading, and supply-related issues by analysing account details, explaining adjustments, and proposing suitable solutions to reduce repeat contacts.
- Guided customers through contract changes such as new connections, ownership changes, and plan updates, ensuring all data was correctly captured in CRM and billing systems.
- De-escalated complaints by actively listening, showing empathy, and following established procedures, escalating complex cases when necessary.
- Met and exceeded performance targets such as customer satisfaction, quality, handling time, and adherence, while following regulatory and data protection requirements.
Education
No Degree - Tecnologia em Engenharia de Automação
ISEL
Lisbon, Portugal 04.2001 -
Skills
Communication
Change Management
Operations Management
Customer Experience
Lean Process Improvements
Operations management
Problem-solving
Customer service
Performance monitoring
Process improvement
Team leadership
Decision-making
Certification
Firefighting for Brigades - First Intervention Level
Associação Humanitária de Bombeiros Voluntários Progresso Barcarenense
ID: 778/2024
2024-11
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Sales Force
Slack
Innso
Google suite
Languages
English
Advanced (C1)
Portuguese
Bilingual or Proficient (C2)
Timeline
Operations Manager (Daikin Account)
Foundever
06.2022 - 07.2025
Senior Team Leader (AirBnb Account)
Foundever
06.2016 - 06.2022
Advisor (Barclaycard Account)
Foundever
01.2014 - 05.2016
Client Manager
Fidelidade
12.2011 - 12.2019
Insurance Clerk
VD Insurance | Ok! Seguros
10.2007 - 09.2011
Administrative Assistant
Consultoria E Recursos Humanos - CRH
04.2006 - 12.2009
Back Office Assistant (EDP Account)
Consultoria E Recursos Humanos - CRH
09.2004 - 03.2006
Advisor (EDP Account)
Consultoria E Recursos Humanos - CRH
12.2003 - 08.2004
No Degree - Tecnologia em Engenharia de Automação
ISEL
04.2001 -