Jose Mendes - Team Lead WorkForce Manager, Revolut

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Work Background

RevolutTeam Lead (Real Time Monitoring)

Jul. 2024Portugal

RevolutWorkforce Specialist (Real Time Monitoring)

Apr. 2023 - Jul. 2024Portugal. Oversee and manage the influx of customer support inquiries, ensuring efficient handling, particularly during periods of heightened demand. We monitor over 1 million chats each quarter. . Vigilantly monitor and analyze the chat interactions conducted by our agents, swiftly identifying and proactively addressing any emerging issues in real-time. . Proactively identify and respond to abnormal activities and application malfunctions, taking immediate remedial actions to minimize adverse impact. . Assume responsibility for managing unforeseen absences across multiple teams, thereby ensuring uninterrupted operations and seamless coverage. . Strategically organize work assignments and delegate tasks among a team of Real-Time Monitoring specialists to optimize resource utilization.

TeleperformanceReal Time Analyst

Sep. 2022 - Mar. 2023Lisbon, Portugal. Generates and delivers real time reports to Operations Management Team; . Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them; . Provides performance analysis to ensure accurate, timely reporting to support business decisions; . Proving support to Supervisors by identifying and suggesting more efficient management solutions; . Take decisions on the number of CSRs to be in the Front-Office Group and Back-Office Group and move CSs from one group to another in order to maximize productivity and Service Level performance; . Control the Service Levels; . Break management; . Be a true team member in Teleperformance - focused in the success of the company and the well-being of the team; . Interaction with other departments in order to improve and or maximize the projects(s) results; . Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions); . Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc; . Communicate any known infractions of these Corporate Policies and procedures to the Teleperformance Management immediately; . May perform other duties as requested not specifically addressed in this document). . Microsoft Office, Excel, Power BI

TeleperformanceCustomer Support Specialist

Aug. 2021 - Sep. 2022Lisbon, Portugal.Provided support to small and medium-sized (SMB) business to help them grow their business with social media Advertising, Ad Accounts, Business Managers etc. across multiple channels - chat, email and phone. .Support and expand the self-serve advertising base for SMB clients the online and digital advertising domain. .Help clients with manual payments when requested. .Provide pre and post-sales support for all self-service products. .Provide product and tool support to improve clients experience. .Identify trends and solve problems facing multiple SMB clients. .Providing vital product insights and feedback from customers to engineering.

Keller Williams ÁbacoReal Estate Agent

Mar. 2021 - Jul. 2022Lisbon, Portugal

Creative Young SoulsMedia Photographer, Talent Scout & Blogger

Jan. 2014 - Dec. 2017City of Johannesburg, Gauteng, South Africa.Was a member of the South African Media .Media photographer for concerts like Diplo & Midnight Oil. .Attended events as part of media for new artist album releases .Edited all images according to briefs .Talent scout for models, artists, photographers around the world etc. .Managed blog and all social media accounts, Facebook, Twitter & Instagram .Worked with graphic designers to create Creative Young Souls magazine.

Lionwolf StudioAssistant Photographer

Jul. 2011 - Jul. 2012City of Johannesburg, Gauteng, South Africa.Unload and set up the camera, tripod, lights, and other equipment as per photographers preference. .Assisted photographer in preparing products and props prior to shooting .Created a positive and friendly environment for the clients or models .Assisted models pose according to photographers instructions .Verified inventory of photo equipment before leaving each photo shoot location .Featured in Cleo Magazine & Voila Magazine South Africa as assistant photographer.

Creative Studio JM PhotographyFounder & Owner, Photographer

Jan. 2011 - Mar. 2020Johannesburg Area, South Africa.Head Photographer .Specialized in model portfolios, editorial, fashion, couples, family etc. .Prop stylist and set designer .Wardrobe stylist on most shoots .Set up camera, tripod, lights, and other equipment .Edited and touched up photographs in photoshop .Processed, catalogued and delivered photographs in a timely manner .Bookkeeping, accounts, invoicing, stock taking, payroll.

VisitBritainEvent Photographer

May. 2009 - Jan. 2010Johannesburg Area, South Africa.Took photos of all the Visit Britain events in South Africa .Set up and adjusted lighting equipment and camera angels .Made clients and guests feel comfortable in order to take their photos. .Took pictures of individuals and events as per photography assignment .Edited and touched up photographs in photoshop according to assignments .Processed, catalogued and delivered photographs in a timely manner.

Sunrise AmusementsManager

Jan. 2008 - Apr. 2021City of Johannesburg, Gauteng, South Africa.Delegating daily tasks .Supervising staff and controlling merchandise etc. .Ensuring company polices and procedures are followed .Bookkeeping, accounts, invoicing, stock taking, payments, payroll. .Banking .Customer service .Trained staff .Ordering of parts from relative suppliers .Assisting at every department when help was needed. .Assisting clients when needed