Ana T.

Portugal Ops Center General Manager & Customer Success Director – European Clients

Lisbon, Portugal

Experience

Apr 2022 - Jul 2025
3 years 4 months
Portugal

Portugal Ops Center General Manager & Customer Success Director – European Clients

Enshored

  • Established the company’s presence in Portugal and led the team to support the first clients.
  • Led Enshored's operations in Portugal, overseeing human resources, financial management, and operational performance.
  • Developed customer success strategies, focusing on organic growth and client retention, mostly for startups and unicorns.
  • Managed 9 European clients, with 500 agents in the Philippines providing content moderation, backoffice and customer support services.
  • Worked directly with global and disruptive clients, ensuring greater operational efficiency.
  • Aligned business and operational strategies with the CEO and Executive Committee (USA) and Operations Leadership (Philippines).
Jun 2016 - Mar 2022
5 years 10 months

Global Project Director

Kantar Worldpanel

  • Designed and implemented a program control and monitoring framework for Senior Stakeholder Forums.
  • Managed 12 workstreams across 3 regions, overseeing tech & ops readiness and market readiness to ensure progress, alignment, and risk mitigation.
  • Led the rollout of a global deliveries model across 35 countries, enhancing efficiency and quality (15 pp on-time and accurate, 1 day speed of delivery).
Oct 2014 - May 2016
1 year 8 months

Freelance Consultant

  • Directed Greenfest 2015, an event with 25,000 participants and 500 partners, including 30 schools and 50 sponsors.
  • Designed and implemented a shared services center.
Jan 2013 - Jul 2014
1 year 7 months

Freelance Consultant

  • Directed Greenfest 2015, an event with 25,000 participants and 500 partners, including 30 schools and 50 sponsors.
  • Designed and implemented a shared services center.
Jun 2009 - Dec 2012
3 years 7 months

Innovation Consultant & Account Manager

Exago

  • Consulted in collaborative innovation, driving the implementation of over 2,000 ideas across five clients around the world.
  • Developed and led the customer management framework, achieving over 80% satisfaction in client surveys.
  • Designed scalable solution models for international partners, enabling autonomy in service delivery.
May 2008 - Mar 2009
11 months

Business Development – Mobile Marketing

TIMWE

  • Launched a mobile marketing and a mobile advertising business.
  • Developed the commercial model and campaign sales strategy, achieving adoption in 5 countries in less than a year.
Jan 1998 - Apr 2008
10 years 4 months

Strategy & Operations Consultant – Manager

Deloitte / GMS Consulting

  • Optimized processes and customer journeys in major telecommunications companies.
  • Restructured and optimized processes for leading telecom operators and financial institutions.
  • Designed and implemented shared service centers, delivering significant efficiency gains for national corporate groups.

Summary

Experienced executive in operations leadership, digital transformation, and customer success in international environments.

Specialist in aligning operations with strategic objectives, maximizing efficiency and scalability.

Proven track record of delivering results in global projects.

Passionate about new business, team leadership, and collaboration with innovative companies.

Driven by international challenges and sustainable impact.

Languages

Portuguese
Native
English
Advanced

Education

Oct 2012 - Jun 2014

Blekinge Institute of Technology

Master · Strategic Leadership for Sustainability · Sweden

Oct 2001 - Jun 2002

Instituto Superior de Ciências do Trabalho e Empresa

Postgraduate · Management Control & Performance · Juárez, Mexico

Oct 1993 - Jun 1997

Instituto Superior de Economia e Gestão

Bachelor · Economics · Lisboa, Portugal

Need a freelancer? Find your match in seconds.
Try FRATCH GPT
More actions