Ladislau Batalha

Founder & CEO @LAB Experience

COOCEOPartnerAssociate PartnerAssociateCustomer ResearcherAdvisorConsultingC-level ExecutiveBusiness Owner

I have worked as a senior executive in leading multinational companies across several industries such as telecom, banking, insurance, retail, hospitality, travel and Fintech. I have over 20 years of experience working in contact centre, customer care and customer experience. This is a field that I am truly passionate about and I am excited about this wonderful opportunity. My experience includes the developing of strategies for Customer Experience, Customer Care, Sales and Service to Sales; restructuring initiatives, building customer care support systems and processing optimization, conducted in Europe, the Middle East, Africa and South America. I have extensive knowledge in driving and implementing selfcare and automation in multi-channel strategies (voice, chat, mail, site, IVR, apps, bots) having worked with Etisalat, T-Mobile International, NOS, Vodafone, Nextel/Claro and Teleperformance. I have, also, managed customer care and sales BPO operations for both voice and non-voice support for European wide markets for companies such as Facebook, Microsoft, Google and Uber. I have, always, loved to travel and connect with people from different parts of the world; I thrive in multicultural environments. In terms of education, I studied Industrial Engineer with a specialization in logistics and transport and I have a pos graduation in Management. I am the Founder and Managing Director LAB Experience, a consulting company based in Dubai but with a global footprint that offers pragmatic advice, intelligent strategy and sustainable solutions to organizations to improve contact center and customer experience efficiency, increase customer satisfaction and deliver higher returns on investment. We apply the highest industry standards and KPIs, bring people up to speed, redesign business processes, analyze and ensure that technology is well structured, properly configured and up-to date.

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