Roque Pereira

• Managed high volume inbound calls across European markets, handling sensitive account and fraud related issues.

• Maintained accurate documentation with strict adherence to process, risk, and compliance standards.

• Supported new hires as an SME, providing hands on guidance on sensitive procedures.

• Achieved 95%+ CSAT, recognized for secure, high quality customer handling.

• Managed multi-channel customer support operations for clients across EMEA and Latin America, consistently achieving an 85% CSAT through prompt issue resolution and service excellence.
• Led process optimization initiatives that reduced response times by 20% , resulting in a 15% boost in team efficiency and faster customer turnaround.
• Designed and delivered structured training programs for new hires, increasing onboarding effectiveness and improving individual productivity by 25% .
• Partnered with cross-functional leadership to enhance customer experience strategies, directly contributing to a 10% increase in customer retention .
  

• Processed 100+ credit card applications monthly with 100% compliance and high accuracy, ensuring smooth client onboarding and operational reliability.
• Cut application processing time by 15% by identifying and eliminating workflow inefficiencies, boosting team productivity.
• Increased client satisfaction and retention by 10% through proactive relationship management and consistent service excellence.
• Led cross-team engagement initiatives , hosting corporate events and team-building activities that enhanced collaboration and boosted morale.

• Led 50+ service and ops staff across two clinics , driving 90%+ CSAT through SLA-focused performance, escalation management, and process optimization.
• Built and scaled high-performing teams through strategic hiring, structured onboarding, and role-specific training programs.
• Managed international patient relations , ensuring seamless, personalized care by overseeing records, resolving feedback, and maintaining high service standards.
• Directed end-to-end logistics for international patients , coordinating transport, accommodation, and concierge services for a premium guest experience.

• Developed and executed strategies to increase sales, customer footfall, and profitability while ensuring operational efficiency and maintaining high service standards.
• Led store operations, merchandising, and compliance , optimizing sales and inventory performance through data analysis and mentoring the sales team to meet targets.
• Resolved customer inquiries promptly , conducting training on customer engagement and service excellence to ensure satisfaction and foster brand loyalty.

• Delivered client support for UK pension accounts (Nest) , processing financial transactions with 100% compliance and high accuracy.
• Handled 100+ weekly inquiries , consistently achieving 90% CSAT and cutting transaction processing time by 20% through workflow efficiency.
• Trained and mentored new hires , driving faster ramp-up and improved team performance through targeted QA feedback and coaching.
• Boosted overall service quality , contributing to sustained customer satisfaction and operational consistency in a high-volume environment.

• Led grooming and development programs, coordinated student educational fairs, and managed ticketing operations for major UK train operating companies.