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Work Background
KeetaGlobal CX & Quality Performance Manager
Aug. 2025São Paulo, BrasilBrazil | GCC | Hong Kong
Scope: 3 Regions (LATAM & APAC & GCC) | 20+ Regional Leaders | Multi-market governance
• Leading global CX and Quality governance across 3 regions, partnering with 20+ regional leaders to drive structured performance alignment
• Designing and implementing scalable performance frameworks to improve Adoption Rate, CSAT, and reduce DSAT across multi-market operations
• Created and deployed an Outlier Management Framework to standardize root cause identification, corrective action planning, and performance recovery across regions
• Driving KPI accountability through structured reporting cadence, action tracking governance, and regional performance reviews
• Acting as strategic enabler rather than operational executor — defining playbooks, frameworks, and performance models that empower regional teams to deliver measurable CX improvements
ConcentrixSenior Operations Manager – Global Tech Account
Apr. 2025 - Aug. 2025Баруэри, SPScope: 280 FTE | 5 LOBs | Multi-market | Full P&L KPI accountability
• Increased operational productivity by 125% through structured governance and performance transformation
• Reduced absenteeism by 64% via engagement and leadership enablement strategies
ConcentrixGlobal Sr. Specialist Performance Optmization
Nov. 2023 - Sep. 2024GlobalCustomer Experience Management Consulting (CXMC)
ConcentrixGlobal Account Quality & Training Manager
Mar. 2022 - Sep. 2024Форталеза, CE• Oversaw quality and operational readiness across 15+ Lines of Business
• Delivered executive business reviews aligned to COPC standards
• Standardized global training frameworks to improve performance consistency
• Partnered with senior stakeholders to align CX strategy with operational execution
TeleperformanceGlobal Account Quality and Training Coordinator
Jan. 2021 - Mar. 2022Natal, Rio Grande do Norte, BrasilManagement of the training team (New Hires Classes, creation of new trainings, refreshes for operational actions, use of Kirkpatrick and blooom's taxonomy) and the quality team (monitoring, DSAT reviews, root cause analysis, DMAIC, TCD, feedback, calibration, CX analysis, process monitoring, spotcheck, etc)
TeleperformanceEarly Career – Operations & Performance Leadership
Jan. 2017 - Dec. 2020Натал, RNProgressive leadership growth across global customer experience operations, advancing from frontline support to operational supervision and process specialist roles. • Managed frontline and supervisory teams within global tech accounts
• Developed expertise in performance optimization, governance, and process improvement
• Supported SLA, quality, CSAT, and productivity KPIs across multi-line operations
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