Ana T. - Portugal Ops Center General Manager & Customer Success Director – European Clients

Lisbon, Portugal

Experience

Apr 2022 - Jul 2025

3 years 4 months

Portugal

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

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

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

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

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

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

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.