Ricardo Amaral
Lisbon
Summary
Experienced back office specialist and customer service professional with over 10 years of expertise in workforce management, customer support, and technical troubleshooting. Proven proficiency in data management, cross-departmental communication, and process improvement. Demonstrated skills in various software applications and a consistent track record of surpassing performance targets. Proficient in English, adept at streamlining operations, and delivering exceptional customer service.
Overview
20
20
years of professional experience
Work History
Back Office Specialist
Randstad (MEO Energia)
06.2024 - Current
- Led the execution and implementation of aggregation service processes, ensuring compliance and efficiency
- Conducted thorough validation of documentation and data for business transactions
- Managed data entry and system updates, ensuring data accuracy and integrity
- Collaborated across departments to facilitate smooth communication and workflow
- Developed databases in OneNote to improve data accessibility and support organizational needs
- Tools & Applications: Swel, Siebel - CRM One, Office 365, Heka, CIMS
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
Farfetch
08.2022 - 02.2024
- Provided exceptional customer service through various channels including chat, email, and phone
- Delivered product information and assisted in resolving queries to ensure a seamless customer experience
- Represented Farfetch's brand values in every interaction with customers and partners
Workforce Planner
Majorel
07.2021 - 07.2022
- Scheduled workforce to match forecasted workloads, achieving service level targets
- Forecasted and provided critical reporting to ensure KPIs were met
- Initiated and executed process improvement projects focusing on quality and efficiency
- Managed WFM databases and vacation scheduling for the company
- Relevant Tools: Excel, Aspect, Timesquare
Workforce Analyst
Manpower
11.2019 - 07.2021
- Scheduled agents to meet forecasted workload, ensuring consistent service delivery
- Created reports and analyzed data to improve workforce management
- Supported process development to optimize team performance and KPIs
Real-Time Analyst
Arvato
05.2018 - 10.2018
- Monitored agent status and performance in real-time, making necessary adjustments to staffing
- Analyzed key performance indicators to reforecast and reschedule staffing levels as needed
Technical Support and Workforce Management
Various Roles
01.2005 - 01.2018
- Worked in several technical support and workforce management roles, including Technical Support Engineer at Microsoft Office 365, Customer Service roles at Ubisoft, Apple, and Vodafone
- Provided technical support, customer service, and workforce planning across multiple industries
Education
12th Year - Humanities/Humanistic Studies
Escola Secundária José Afonso
Loures01.2004
Skills
- CRM Systems: Siebel
- CRM Systems: SAP
- CRM Systems: Remedy
- WFM Tools: Aspect
- WFM Tools: Timesquare
- WFM Tools: OneNote
- Technical Support Tools: Active Directory
- Technical Support Tools: DNS Manager
- Technical Support Tools: Powershell
- Technical Support Tools: Office 365
- Technical Support Tools: Exchange Online
- Productivity Tools: Office 365
- Productivity Tools: Excel
- Productivity Tools: Citrix
- Productivity Tools: SharePoint Online
- Project Management: Process improvement
- Project Management: forecasting
- Project Management: scheduling
- Key Competencies: Process Improvement & Data Management
- Key Competencies: Customer Support Excellence
- Key Competencies: Workforce Forecasting & Scheduling
- Key Competencies: Cross-Departmental Collaboration
- Key Competencies: Strong Analytical and Problem-Solving Skills
Report Generation
Document Management
Languages
Portuguese
English
French
Personal Information
Nationality: Portuguese
Timeline
Back Office Specialist
Randstad (MEO Energia)
06.2024 - Current
Customer Service Representative
Farfetch
08.2022 - 02.2024
Workforce Planner
Majorel
07.2021 - 07.2022
Workforce Analyst
Manpower
11.2019 - 07.2021
Real-Time Analyst
Arvato
05.2018 - 10.2018
Technical Support and Workforce Management
Various Roles
01.2005 - 01.2018
12th Year - Humanities/Humanistic Studies
Escola Secundária José Afonso
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