Tiago de Souza

da Silva Cellphone number:11-981066930

E-mail: silvatiagosouza@outlook.com

Objective:
CX Manager.
Education
Analysis and systems development
Microsoft Office - Advanced knowledge
Advanced English and Spanish Skills

Work experience:
- Uber do Brasil tecnologia Ltda.
Community Support Coordinator (2021/04 - current)
Lead and management +40 agents team and support and development
+5 Team Leaders directly.
Macro analysis and development of action plan.
Stakeholder management from all safety area related in company

Community Support Team Lead (2018/07 - 2021/03)

Agents coaching, development and people management. Weekly
feedbacks and meetings focused on operation healthiness and team
success as well
KPI's follow-ups
Supported "Uber Tuk Tuk" implementation in Brazil

Xerox (Affiliated Computer Services)

PSA Back office Senior Team Lead (2017/09 - 2018/06)

iOS and OS Support Team Lead (2015/06 - 2017/09)

Team management of T2 Apple support team