Summary
Overview
Work History
Education
Skills
Personal Information
Other Information
Affiliations
Languages
Accomplishments
Timeline
Generic
Rúben Maia

Rúben Maia

Brno

Summary

Dynamic professional with a proven track record at Infosys BPM, excelling in customer service and process improvement. Skilled in Agile methodologies and team leadership, I successfully trained a 40-member team, enhancing workflow efficiency and achieving the Best Team Award in 2023. Committed to delivering exceptional results through effective communication and critical thinking.

Overview

16
16
years of professional experience

Work History

Self-Improvement

N/A
Brno
02.2025 - Current
  • Provided care and stability to a close relative during a transitional period.
  • Progressed in Czech language skills from A2 to B1 through daily lessons.

Customer Service SME

Infosys BPM
Brno
01.2019 - 01.2025
  • IT SME / QA / Project Workflow for IBERIA (Portugal & Spain), LATAM (Brazil; Argentina, Mexico)
  • Main tools used: M365; ServiceNow; Jira; CISM; Kanban (mobile); ITShop; CoSyMa; PowerShell; Active Directory.
  • Trained 40-member team across Brno and Brazil; won Best Team Award 2023
  • Designed and implemented process improvements for Iberia & LATAM
  • Acted as QA and escalation point for high-impact customer issues

Operations Team Leader

Galp
Cantanhede
05.2015 - 12.2018
  • Supervised a team of four, focusing on individual coaching to maximize potential.
  • Directed daily operations encompassing sales, logistics, inventory management, cash handling, and scheduling.
  • Achieved a 15% improvement in CSAT to 92% through new customer service initiatives.
  • Provided training on complaint resolution and managing difficult interactions effectively.
  • Handled complex situations and complaints with a professional and empathetic approach.

Booking Agent

TUI Travel
Mallorca
03.2010 - 04.2015
  • Coordinated bookings and reservations for Portuguese and Spanish markets utilizing Outlook and Atlas.
  • Engaged directly with travel agencies to ensure consistent service quality.
  • Handled inquiries, complaints, and concerns from customers, focusing on enhancing overall satisfaction.

Agile Project Leadership

N/A
  • Led sprints and managed backlogs by applying Scrum methodologies to enhance team performance.
  • Facilitated daily stand-ups and retrospectives, ensuring stakeholder alignment through Jira, Kanban, and ServiceNow.
  • Promoted Agile mindset and continuous delivery practices across global teams for improved collaboration.

Education

Executive MBA - Business Administration

Faculdade de Economia da Universidade de Coimbra (FEUC)
Coimbra, Portugal

Skills

  • Customer service
  • Process improvement
  • Agile methodologies
  • Team leadership
  • IT project management
  • Stakeholder engagement
  • Workflow optimization
  • Staff training
  • Performance coaching
  • Data analysis
  • Conflict resolution
  • Critical thinking
  • Time management
  • Problem-solving
  • Supervision and leadership
  • Excellent communication
  • Quality assurance
  • Team management
  • Computer skills
  • Organization

Personal Information

  • Gender: Male
  • Nationality: Portuguese
  • Driver License: B (Active Driver)

Other Information

IT SME / QA / Project Workflow for IBERIA (Portugal & Spain), LATAM (Brazil; Argentina, Mexico), Main tools used: M365; ServiceNow; Jira; CISM; Kanban (mobile); ITShop; CoSyMa; PowerShell; Active Directory. Agile Project Leadership - Infosys & Daimler Projects: Applied Scrum methodologies to lead sprints, manage backlogs, and drive team performance., Facilitated daily stand-ups, retrospectives, and stakeholder alignment using Jira, Kanban and ServiceNow., Promoted Agile mindset and continuous delivery across global teams., Basic knowledge of SAP ERP / Hana (for Hasbro), Experience with sales ~2 years

Affiliations

  • Travelling, photography, cooking, painting, drawing, writing, movies, and sports

Languages

Portuguese
First Language
Spanish
Proficient (C2)
C2
English
Proficient (C2)
C2
Czech
Elementary (A2)
A2

Accomplishments

  • Best Team Award in July 2023

Timeline

Self-Improvement

N/A
02.2025 - Current

Customer Service SME

Infosys BPM
01.2019 - 01.2025

Operations Team Leader

Galp
05.2015 - 12.2018

Booking Agent

TUI Travel
03.2010 - 04.2015

Agile Project Leadership

N/A

Executive MBA - Business Administration

Faculdade de Economia da Universidade de Coimbra (FEUC)

Similar Profiles

CREATE PROFILE
Rúben Maia