LADISLAU BATALHA

ladislau batalha

Founder And Managing Director at LAB Experience

United Arab Emirates

Bio Summary

I have worked as a senior executive in leading multinational companies across several industries such as telecom, banking, insurance, retail, hospitality, travel and Fintech. I have over 20 years of experience working in contact center, customer care and customer experience. This is a field that I am truly passionate about and I am excited about this wonderful opportunity. My experience includes the developing of strategies for Customer Experience, Customer Care, Sales and Service to Sales; restructuring initiatives, building customer care support systems and processing optimization, conducted in Europe, the Middle East and South America. I have extensive knowledge in driving and implementing selfcare and automation in multi-channel strategies (voice, chat, mail, site, IVR, apps, bots) having worked with Etisalat, T-Mobile International, ZON, Vodafone, Nextel and Teleperformance. I have, also, managed customer care and sales BPO operations for both voice and non-voice support for European wide markets for companies such as Facebook, Microsoft, Google and Uber. I have, always, loved to travel and connect with people from different parts of the world; I thrive in multicultural environments. In terms of education, I am an Industrial Engineer with a specialization in logistics and transport.

Availability

Next Availability:

01 Feb 2023

Constraints:

No

Employment History

company bank

Founder And Managing Director

LAB Experience

December 2004 - present


Etisalat UAE

Vice President Customer Care

Etisalat UAE

August 2019 - September 2021


Teleperformance

VP Solutions Design

Teleperformance

April 2018 - August 2019


Newspring BPO

Operations Director COO

Newspring BPO

February 2017 - April 2018


Closer Consulting

Director

Closer Consulting

June 2016 - February 2017


Nextel

VP Customer Care And Logistics

Nextel

May 2015 - June 2016


Liq

Operations Director

Liq

January 2014 - May 2015


NOS

Customer Care And Sales Director

NOS

October 2005 - January 2014


T-Mobile

Senior Consultant

T-Mobile

December 2004 - October 2005


Detecon International

Senior Consultant

Detecon International

January 2002 - December 2002


Vodafone

Senior Manager

Vodafone

July 2000 - January 2002


Randstad

Business Unit Director

Randstad

December 1997 - July 2000

Selected Project Experience

Project Description:
Leading Electricity and Water company in Dubai - Digital Customer Experience Strategy, Assessement, Gap Analysis, re assessment and Implementation - support and consulting - certification for international standard....

Industry: Professional Services

Topic(s): Digital

Education

Bachelor's in Industrial Engineering

Faculdade Ciências e Tecnologia - Universidade Nova de Lisboa

1997

Availability

Next Availability:

01 Feb 2023

Constraints:

No

Country Experience

United Arab Emirates Portugal Brazil Netherlands Egypt Germany United Kingdom United States India

Skills

Marketing and Public Relations

Customer Insights

Customer and Client Support

Customer Service

Sales

Digital Sales

Business

Business Process Outsourcing,

Capacity Management & Planning,

Continuous Improvement,

Digitizing Operations,

Operational Excellence,

Operation Management,

Service Operations,

Contract Management,

Outsourcing,

Digital Transformation,

Digital Culture,

Digital Experience & Design,

Digital Strategy

Project Management,

Transportation, Supply Chain, and Logistics

Logistics,

Shared Services,

Supply Chain Optimization

Finance

Portfolio Management

Education and Training

Program Management