Ricardo Lopes

As a Change Manager Senior Consultant I am responsible to deliver and assist the transition phase to our local Government of a new ITSM system to keep track, organize and standardize a service & support model which will replace the currently active system. These are my responsibilities:

• Increased stakeholder satisfaction by effectively implementing changes, ensuring minimal disruption to daily operations with a new ITSM system.
• Built strong relationships with government stakeholders at all levels, promoting a collaborative approach to managing change projects.
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Implemented change strategies by identifying areas for improvement and developing comprehensive plans within project scope.
• Designed processes and systems supporting business needs before, during and after transitions.
• Developed training materials and resources for smooth transitions during organizational changes.
• Partnered with business teams to understand needs and mitigate potential problems, particularly in cybersecurity.

• Assisted with day-to-day operations, working efficiently and productively with all team members @ Kone Europe Business Solutions
• Optimized resource allocation by analyzing project budgets, timelines, and deliverables; identified potential risks early on to minimize delays or budget overages throughout project life cycle.
• Established strong relationships with clients by providing exceptional service, consistently exceeding expectations, and delivering tangible results from transformation initiatives.
• Developed customized training programs to enhance employee skills, leading to increased productivity and performance improvements achieving a remarkable 98% boost in operational efficiency.
• Assisted clients in achieving their strategic goals by conducting thorough assessments of current operations and providing actionable recommendations and c.hampioned continuous process enhancement across European operations at Kone Business Services utilizing Kaizen, GEMBAs, and Value Stream Mapping (VSM)
• Helped promoted a culture of continuous improvement within client organizations by mentoring staff on lean principles, agile methodologies, and other best practices for driving business transformation efforts.
• Oversaw financial tracking in Finance and Accounting, partnering with Operation Managers to monitor and report on fiscal performance in Invoice to Cash @ Kone.
• Delivered successful business transformations for clients, utilizing change management methodologies and tools. One example was the way of working standardization within a centralized platform to allocate collections and process status.

• Assisted with day-to-day operations, working efficiently and productively with all team members @ Google Portugal
• Assisted with day-to-day operations, working efficiently and productively with all team members @ Kone Europe Business Solutions.
• Collaborated with Quality Analysts at YouTube @ Google to ensure process optimization, waste minimization, and innovation, which resulted in over 700 Lean ideas and several implemented by Google cross vendors originated in our service design as LSS experts.
• Prioritized customer voice in Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), driving the formulation and resolution of problem statements through meticulous data mining and statistical analysis presentations.
• Facilitated operational excellence across various departments including Business Analysis, Facilities, IT, Workforce Management, Health & Safety, and Human Resources.
• Excelled in stakeholder management, building strategic alliances with operation management teams and Subject Matter Experts (SMEs).

• Spearheaded Trust & Safety operations for YouTube at Google, optimizing team efficiency.
• Mentored a diverse, international team of over 13 full-time employees in content moderation practices.
• Managed 24/7 shift rotations, ensuring seamless coverage and operational continuity.
• Monitored and analyzed team and individual performance metrics, driving productivity achievement.
• Identified and addressed team needs for guidance and support, fostering a positive work environment either with training pocket sessions or daily huddles.
• Upheld stringent quality control standards defined as target across all vendor processes.
• Conducted comprehensive 1-to-1 performance evaluations, facilitating personal and professional development plans
• Collaborated with fellow line managers to synchronize cross-departmental efforts.
• Compiled and presented productivity and performance reports to executive leadership.
• Reduced employee turnover rate through effective communication and retention strategies, training, and support initiatives.
• Improved customer satisfaction rates through proactive problem-solving efforts and open lines of communication between front-line staff and clients.
• Developed strong relationships with suppliers, ensuring timely deliveries and favorable terms for the company.

• Spearheaded on-site operations IT support across 4 Teleperformance sites, ensuring seamless field operations like Microsoft, Uber, Renault, UPS, and 30 others either MLO or CA
• Expertly handled escalated internal operation tickets from 1st Line Support, resolving complex issues beyond remote capabilities coordinating with DevOps, Desktop Computing, Network, Voice, Windows, or Linux teams
• Coordinated 4 operation sites with mixed operations and Business Continuity Plan center alongside with 12 field support technicians
• Helped Operations Security with internal quality audits and external for hardening or Operations Administration teams to align stakeholders' business priorities
• Coordinated alongside with IMAC team (Install, Move, Add, Change) all service lifecycle processes, maintaining optimal IT infrastructure alignment for new operations or ramping operations
• This was achieved with an LSS Green Belt certification with a before non-existent Staging unit center which later became monetized with IT supplier partnerships gaining a 2FTE impact (25K).

• Elevated to lead a dynamic 2nd tier support team of 8+ professionals, expertly managing four key support domains: Staging, Service Desk, Device Management, and Hardware/Software Support, while delivering top-tier assistance to 40+ field customer engineers.
• Enhanced the customer support service lifecycle from sales to service, ensuring seamless transitions and sustained client satisfaction representing Portugal in Europe Service and Support roundtables demonstrating best practices and innovative techniques for IoT connectivity.
• Enhanced the customer support service lifecycle from sales to service, ensuring seamless transitions and sustained client satisfaction representing Portugal in Europe Service and Support roundtables demonstrating best practices and innovative techniques for IoT connectivity.
• Conducted impactful technical training sessions, proof of concept demonstrations, and showroom presentations for internal sales channel (dealers) or final B2B customers, elevating team expertise and product knowledge.
• Provided analytical support for end-user inquiries, offering step-by-step troubleshooting guidance or escalating issues for field resolution as needed with several workbooks published and validated with the quality department.
• Actively collaborated with cross-functional teams including Change Advisory Board (CAB), Billing, Logistics, Inside Sales, and Pre-Sales to optimize service delivery.
• Served as the Network Operations Center (NOC) point of contact in Portugal for service and device management, ensuring operational excellence and reliability as well for Cluster South (France, Spain and Italy).
• Responsible for M2M, IoT, and Automatic Processes in Portugal Market: Supervised M2M and IoT connectivity projects, managing automated processes across multiple European regions.
• Service Optimization in Portugal: Led the optimization of Konica Minolta services in Portugal, focusing on technological and operational improvements.
• M2M: Utilized the technical capabilities of Konica Minolta multifunctional printers (MFP) to define, create, and publish client-facing services.
• Implemented global printer connection methods such as GPRS (2G), HTTP, and Email for data transmission to a central cloud instance avoiding service costs.
• Transformed the service model for professional markets which enhanced a sales boost with new connectivity.
• IoT and Additional Services: Spearheaded initiatives to add new services, enhancing customer satisfaction.
• Played a key role in transforming the traditional MFP service from a "reactive" model (responding to customer complaints) to a "proactive" model (anticipating needs), improving customer satisfaction and SLA fulfillment.
• Big Data and Prediction Services: Applied Big Data technologies and prediction services to improve service efficiency, enhancing the accuracy and quality of customer support.
• European Impact: The improvements implemented in Portugal were later introduced to other Konica Minolta markets across Europe.
• International Workshop Speaker: Regularly invited as a speaker at Konica Minolta’s annual workshops in Germany, sharing best practices and innovations developed.

• Provided customer support for LTE, UMTS, and GPRS communication networks end users through a dedicated service hotline
• Expertly handled first-tier troubleshooting and service request resolutions with QoS tests and protocol analysis
• Operated in service shifts from 18:00 to 02:00
• Communicated complex technical concepts in easily understandable terms to enhance customer comprehension
• Ensured high levels of customer satisfaction through diligent follow-up post-resolution
• Successfully executed upselling and cross-selling strategies to drive customer retention and revenue growth.

• National First Responder Health Professional in pre-hospital emergency.
• Collaborated with national law enforcers for civilian assistance in trauma, disease or public order cases and international support events by heads of states.
• Navigated complex traffic conditions safely to ensure timely arrival at emergency scenes while minimizing risks associated with high-speed driving.
• Collaborated with fellow first responders for efficient management of mass casualty incidents, ensuring the safety of all involved parties.
• Provided compassionate care to patients during transport, monitoring vital signs and administering life-saving interventions when necessary.
• Provided medical aid such as CPR, AED, spinal drainage, ventilation, and controlled bleeding to stabilize patient conditions.
• Received a commendation in a complex technical emergency service operation.

• Delivered inbound customer support, ensuring customer satisfaction and issue resolution
• Spearheaded outbound cold calling campaigns to drive commercial success and expand customer portfolios
• Expertly handled general inquiries, providing informative product details, processing transactions, and activating services with a sales-focused approach
• Rapidly attained and consistently upheld Lead Generator Champion status, demonstrating superior performance from the outset
• Offered a full-time position by the client in recognition of outstanding contributions, a testament to professional excellence
• Balanced part-time customer care responsibilities with academic commitments, working from 18:00 to 22:00 post-university.

• Delivered exceptional personalized customer service, enhancing client satisfaction and advancing in-store loyalty
• Excelled in face-to-face (F2F) direct sales, demonstrating strong interpersonal skills on the sales floor within a B2C channel for office supplies
• Attained top-tier sales performance, securing a lucrative commission in the very first initial month earning a full-time role offer from the management structure, acknowledging remarkable performance and dedication to professional excellence.