Paulo Lopes

Operations: - Processes - Reporting - Local/Global roles Costumer Service: - Planning - Set-Up Fulfillment work streams: - Planning - Set-Up Loyalty management system: - Rewards set-up - Management workflow/process

Follow up on support issues between L1-L2-L3,managing reports from L1 team for BU and L2.Manage and follow up cases in business queue, follow up SLAs from escalation queue. Reporting on returns,educations to markets, set- up return structure and documentation for new products.Knowledge transfer,organizing and overseeing training.Developing and overseeing program to develop agents,manage testing process,propose changes to existing CRM system to increase efficiency on workflow management and reporting

Device & web specialist for new products and latest product issues Development of project-specific support standards together with adidas Development of quality-concept for Quality Management measurements Team coach for all systems, products and internal processes Responsible for compliance of the email SLA as well as for the smooth running of Support Contact of adidas regarding product issues, trainings/updates, development and improvement of processes