joão vargas

delivery account manager

About

XPS Operations Team Manager at Xerox

Country

portugal

City

lisbon

Industry

information technology and services

Skill

jornalismo, social media, radio, new media, journalism, redes sociais, microsoft office, social networking, newspaper, atendimento ao cliente, blogging, facebook, trabalho em equipe, editing, television, newsletters, magazines, marketing, marketing social, blogues, public relations, teamwork, itil, qwiksolver, service improvement, service delivery

Experience

delivery account manager

xerox

2019-7 - Present · 7 yrs 3 mos

editor in chief

clique

2011-1 - 2013-4 · 2 yrs 4 mos

trainee journalist

global media group.

2011-10 - 2012-2 · 5 mos

radio host

rádio boa nova

2011-6 - 2011-9 · 4 mos

service desk controller

xerox

2013-6 - 2014-4 · 11 mos

service desk representative

xerox

2012-2 - 2013-7 · 1 yr 6 mos

analista de meios

lpm

2011-6 - 2011-9 · 4 mos

programming manager

rádio zero

2014-1 - 2016-5 · 2 yrs 5 mos

xps operations team manager

xerox

2016-7 - 2019-6 · 3 yrs

XPS Operations Team Manager at Xerox

radio host

rádio zero

2011-10 - 2015-8 · 3 yrs 11 mos

service desk team leader

xerox

2014-5 - 2016-6 · 2 yrs 2 mos

* Key Role Tasks and Activities: * Provide daily operational support to the team (covering resource planning, monitoring and feedback, controller feedback and assistance). * Monitoring performance against service levels, implement actions to achieve them and fulfill performance-reporting requirements. * Answer telephone calls as required and deal with customers as appropriate. * Accept and act on customer escalations. * Provide guidance to team members by acting as a centre of competence on processes, systems and procedures. * Undertake appraisals utilizing peer input * Assessment skill requirements and coaching of team to meet required standards & targets. * Support Fleet Managers with rationalization programs for Key Customers and set up of new customer accounts. * Liaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to close. * Ensure best practices in Process and Quality for all accounts.