Gonçalo Sousa

- Project manager for the Pestana rebranding - Loyalty program management - CRM policies management

Electronic distribution

Gestor de Desenvolvimento Organizacional - Procedures - Department restructuring - Requirements definition and new procedures implementation - Processes and procedures analysis to improvements, operational costs reduction, eficacy and work capacity increase - KPI’s e SLA’s definition, as well as monitoring and quality control - Coordination, implementation e operational monitoring - Planning and conducting product training and services, campaigns and procedures

- Responsible to drive for the fulfillment of case handling Key Performance Indicators on customer level with highest quality on daily level - Support Care Program Manager in operational management of the customer Service Level Agreements fulfillment - Contact Care Program Manager if management escalation is required - Initiates & leads internal escalations - Analyzes the results of Event Based Surveys on Customer level, propose quality improvement and communicate corrective action and support execution in co-operation with Care Program Manager - Prioritizes cases based on customer requirement - Works close with Engineers

- Criation of a unique and innovative project in the catering area, exclusively in Sushi; - Criation of a wide range of products and services with big sucess in unexplored areas (for instance Workshops and Sushi-Home); - Criation of the unique company that provides at the present moment pre-packed sushi for retail; - Development of the Zutchi brand and it’s services; - Establishment of partnerships (Vida é Bela, Odisseias, etc.) and captation of new Clients; - Establishment of contacts in the world of catering.

September 2008 – December 2010 - Development of training courses - Editing and publishing of several books - Project development in reuse of school books

- Listing and documentation of procedures, restructure and support in the implementation of the Costumer Support Service; - Management support of the online channel Mediabooks; - Management of the da operational component of the Costumer Service Department in the areas of Front Office and Back Office. - Implementation of billing procedures for front office, back office and on line channel; - Billing pperation management in front and back-office; - Definition of requirements for the implementation of CRM and ERP systems.

- Development of processes and procedures to implementation of workflow methodology in the areas of Front Office, Back Office, Save Team and MailCenter; - Business processes and procedures analysis inorder to introduce better working practices, operational costs reduction, efficacy and work capacity growth.

- Coordination, implementation and attendance of outbound campaign results, for residential, SOHO’s, business and public administration sectors, scripting and commercial arguments, formation, definition of parameters and support to the operational management; - Support in the definition of key performance indicators (KPI) and service level agreements, applied to the service providers in the areas of front office, as well as the regular attendance and quality control; - Helping in the definition and operational methodologies in the contact center support applied to the national network agents for residential and business segments; - Logistic planning, implementation of costumer service directions in front office for purposes of Costumer Support, prospective clients, resellers, agents and incumbent; - Support in the definition of business opportunities distribution maps which were applied at national level for the commercial channels; - Coordination of processes and procedures in Costumer Relationship; - Definition of procedures for back office and front office; - Plan, study and definition of methodologies related with outsourcing providers, which led to significant cost reduction within the services predicted for the annual budget of 2005; - Planning and definition of campaign scenarios at regional and national level (for instance: 2ª Oniduo Campaign, Portugal, from 28 March until 22 May of 2005 and 3ª Oniduo Campaign, Portugal, from 3 of June until 24 July), studying and preventing the dimensioning needs which allowed an increase in the quantification and qualification of the wages and profits related to the invested capital; - Plan and execution of formation actions to the outsourcing providers of the company’s products and services, campaign and procedures.