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claudio_varela

Claudio Varela

@claudio_varela

Customer Experience, Telecom Consultant

Angola
Portugiesisch, Englisch
Einige Informationen werden in englischer Sprache angezeigt.
Über mich
I am a Customer Experience and Customer Service Operations professional with over 20 years of experience in telecommunications. I help businesses improve customer service, analyze complaints, identify root causes, optimize processes and turn customer feedback into practical solutions. My expertise includes Customer Experience, customer journey mapping, service quality, complaint management, process improvement, KPIs, CSAT, customer segmentation and digital transformation. I bring real-world experience managing complex customer and operational challenges.... Mehr lesen

Kompetenzen

c
claudio_varela
Claudio Varela
offline • 
Durchschnittliche Antwortzeit: 1 Stunde

Meine Dienstleistungen

Beratung
I will improve your customer experience
Ab35 $ / ProjektWeitere Details
Strategie zur Kundenpersonalisierung
I will analyze customer complaints and find the root causes
Ab15 $ / ProjektWeitere Details

Arbeitserfahrung

Unitel

Customer Experience Manager

Unitel • Vollzeit

Aug 2014 - Present • 11 yrs 11 mos

Experience With over 20 years of professional experience in the telecommunications industry, I have developed strong expertise in Customer Experience, Customer Service, Operations, Process Improvement, Billing, Complaint Management and Digital Transformation. Throughout my career, I have worked on complex customer and business challenges, helping organizations improve processes, reduce operational inefficiencies and deliver better customer experiences. My experience includes: Customer Experience strategy and transformation Customer service and contact centre operations Customer journey mapping and service improvement Complaint and escalation management Process design and optimization Telecom billing and customer lifecycle management Customer segmentation and VIP service models KPI, CSAT and customer satisfaction analysis Business process automation Digital transformation and service innovation Strategic presentations and executive reports Development of policies, procedures and operational frameworks I am particularly experienced in analysing complex situations, identifying improvement opportunities and transforming them into clear, practical and actionable solutions. Achievements Throughout my career, I have contributed to several strategic and operational initiatives, including: Leading customer experience transformation initiatives in the telecommunications sector. Designing customer journeys and service models for different customer segments, including premium and VIP customers. Improving customer service processes and operational procedures. Developing scoring models and customer segmentation frameworks to support better business decisions. Supporting the automation of billing, payment and customer management processes. Identifying operational issues affecting customers and coordinating solutions with technical and business teams. Developing executive presentations and strategic recommendations for senior management. Contributing to initiatives focused