Paul-Henry Baleine
Lisbon
Summary
Multilingual Contact Centre Agent and Manager, with 10+ years' experience leading and being part of high-performance customer support teams across EMEA markets. Tech-savvy, adaptable, and passionate about operational excellence and team development.
Overview
5
5
years of professional experience
2000
2000
years of post-secondary education
3
3
Languages
Work History
Team Manager
Concentrix + Webhelp (LG Electronics)
01.2023 - 01.2024
- Led a team of 15+ agents, ensuring SLAs and KPIs were consistently met
- Recruited and trained new hires
- Introduced one-to-ones, improved absenteeism and motivation
- Introduced new QA process that reduced negative C-SATS
Administrative Assistant
Binxcor Lda.
01.2022 - 01.2023
- Managed executive calendars, arranged travel, and facilitated investor visits
- Provided office management support and implemented customer service improvements
Associate Supervisor
IQVIA
01.2019 - 01.2021
- Supervised multi-region tech support teams across EMEA
- Implemented team building meetings, raising motivation and productivity
- Key liaison with pharmaceutical clients, ensuring service quality
- Other roles include: Quality Analyst at Webhelp (2015–2019), Technical Support Advisor at AppleCare (2011–2014), and various Retail Management roles (2003–2011).
Education
Completed College -
Escola Secundária do Cartaxo
Skills
- Customer Support; Customer Service
- Contact Centre Management
- Performance Coaching
- SLA/KPI Monitoring
Interests
Music (audiophile, musician), Arts (painting, sculpture), DIY (furniture, home renovation), Automotive care
Timeline
Team Manager
Concentrix + Webhelp (LG Electronics)
01.2023 - 01.2024
Administrative Assistant
Binxcor Lda.
01.2022 - 01.2023
Associate Supervisor
IQVIA
01.2019 - 01.2021
Completed College -
Escola Secundária do Cartaxo
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