Teresa Poças

One of the major European operator in the energy sector (gas and electricity) and the world’s 4th largest producer of wind energy, operating in 3 continents, 28 markets, and 44 different nationalities

• Improved and implemented new processes for both inbound and outbound commercial channels and for operations and logistics to guarantee that customers have smooth experience since they demonstrate an interest in our product until they start using it
• Trained and monitored commercial teams, which resulted in a 65% increase in sales
• Presented personalized proposals for VIP clients and managed the relationship with important stakeholders
• Analyzed clients' claims to identify product and process improvements
• Implemented onboarding e-mails, from copywriting to systems and process integrations
• Suggested improvements to the electric mobility mobile app and web platform
• Developed product documentation to communicate upcoming features and products to internal teams
• Analyzed metrics to measure product performance
• Directed planning and budgeting efforts
• Liaised with clients to better understand business needs and current market landscape.

• Revised the RACI matrix regarding the development of new products
• Conducted clients' interviews
• Designed the internal process AS-IS and TO BE
• Defined a new governance model for this product that resulted in creating a new department
• Created a specialized team for the Condominiums project inside EDP's contact center to offer a more personalized service for these clients
• Developed reporting dashboards in Power BI and Celonis
• Improved and adapted the systems to this new process and product
• Implemented the digital sign and created an online area so that customers could track the stage of their operation
• Handed over the project to all people that joined the new department, guaranteeing that all the strategies defined and the initiatives initiated were concluded

• Identified and designed procedures for RPAs
• PMO of automation, systems improvement and reporting improvements initiatives
• Supported the creation of forecasting models that would allow to improve the capacity management of a BPO
• Designed the integration of a foreign BPO in the Portuguese operations center
• Created a sales deck to present the value proposition of an utilities startup to international clients
• Produced detailed and relevant reports for use in making business decisions.
• Evaluated current processes to develop improvement plans