Tulie S.

Fifteen years running operations across Brazil, Spain, and Portugal. People, processes, and the kind of problems nobody puts in a job description. At Telus International in Barcelona I led a team of 15+ for nearly 6 years — KPIs, coaching, reporting, covering 40-50 people when colleagues were out. My first move every shift: attendance check, flag absences, decide who needed eyes on them that day. Underperformers got more of my time — one-on-ones, targeted coaching, figuring out if it was a skill gap or something going on outside work. The stronger agents I left to work independently. KPI cycles closed every two weeks, so nothing was instant. You'd adjust, coach, wait, measure. Before that, 11 years at a family business in Brazil where operations meant doing whatever needed doing. I work in Portuguese (native), English and Spanish (both fluent) — useful if your team or clients span Brazilian and Iberian markets. What I handle: 📅 Calendar, email, scheduling and coordination ⚙️ Process documentation and workflow improvement 💬 Customer support oversight and quality management 📊 Reporting and analysis in Excel and Tableau 🌐 Team and stakeholder communication — PT, EN, ES Based in Lisbon (GMT+1) — available for US, UK, EU and Brazilian clients. Looking for someone reliable who doesn't need micromanaging? Let's talk.