Lais Almeida

- Led multicultural teams of 20–25+ FTE across multiple markets, ensuring stable daily operations and KPI performance - Owned end-to-end people management: onboarding, coaching, 1:1s, and performance development - Monitored and managed key KPIs (Accuracy, AHT, Utilization, Occupancy), driving corrective actions - Supported project ramp-up and operational scaling, translating processes into structured execution - Acted as escalation point across Operations, Quality, IT, and Training teams - Delivered perform

- Managed high-volume operations with 40–70 agents per shift in a fast-paced environment - Ensured SLA compliance, queue coverage, and operational continuity under fluctuating demand - Took real-time decisions to maintain service levels and mitigate operational risks - Identified workflow inefficiencies and implemented improvements to enhance productivity - Acted as escalation point between frontline teams and operations management

- Delivered multilingual customer support via chat and email across international markets - Resolved complex customer cases while ensuring compliance and quality standards - Contributed to process improvements that enhanced response time and customer satisfaction

- Led day-to-day operations, coordinating cross-functional teams across departments - Implemented planning initiatives that improved internal efficiency and workflow execution - Streamlined collaboration between creative, commercial, and operational teams

- Managed client relationships and coordinated campaign execution - Monitored performance and adjusted delivery to meet client objectives

- Managed accounts payable/receivable and supported financial control

Attracting and Enrolling Students for Participation in International Educational Programs.

- Achieved and exceeded sales targets through client acquisition and negotiation