SYKES Digital ServicesOperations and Content Manager
Apr. 2020 - Apr. 2022- Responsible for the operations of the contracts, from implementation to maintenance, ensuring all the SLAs set, ;
- Team management of 6 employees, responsible for content production, communication strategies and data analysis;
- Project management for large global enterprises such as Claro Brasil, Claro Peru, Viva Bolivia and Abbott Brasil, using agile or waterfall methodologies and being their key point of contact on a daily basis. Achieved 30% decrease in the content production timelines and 20% decrease in the clients requests for adjustments;
- Content strategy planning, taking into consideration SEO best practices and the platforms usage reports;
- Supervision of content creation, both in Portuguese and Spanish, ensuring a high-quality output;
- Acting as a PO running the sprints and managing the backlog for the customers that adopt an agile methodology;
- Responsible for designing new deals and solutions scopes, proposals and staff sizing for regular clients or new prospects;
- Designed, developed and delivered, along with the team, custom digital solutions for the customers and their operations like the Pharmacy Exchange System for Abbott Brasil. It's a system that enables users to go to a local pharmacy to exchange a faulty device instead of waiting for the device to be shipped and its MVP was live within 1 month;