Henrique Ermida
Senior Advisor | Business Development Manager | Marketing Lead ||
Professional Status
Consultant
Available
About Me
Who am I?
I’m a father of twins (Mel & Diogo), ex-rugby player, Anglia University Alumni (Cambridge), and a devoted Senior Manager with 15+ years management experience in several areas. I have worked in projects, for companies such as IBM, Google, Accenture, TELUS International, Zazzle, Apple and Unilever.
Furthermore, I have successfully managed several projects across all areas, including B2B/B2C Service Operations, Marketing, E-Commerce, Rich Media, Android Apps, F&A, among others.
From 2019-2022, in addition to my daily tasks of Marketing Director and member of the board, I took on several additional responsibilities to help the company, in areas where my expertise could add value. These roles included Project Management, Product Owner (for an app) and due to my background in HR (bachelor) and multilingual skills, I worked alongside HR to help the Department source new candidates, acting as an interim Talent Acquisition Manager.
In 2023, I have embraced a role as a Senior Advisor and Business Developer Manager for the Portuguese Market.
I’m a father of twins (Mel & Diogo), ex-rugby player, Anglia University Alumni (Cambridge), and a devoted Senior Manager with 15+ years management experience in several areas. I have worked in projects, for companies such as IBM, Google, Accenture, TELUS International, Zazzle, Apple and Unilever.
Furthermore, I have successfully managed several projects across all areas, including B2B/B2C Service Operations, Marketing, E-Commerce, Rich Media, Android Apps, F&A, among others.
From 2019-2022, in addition to my daily tasks of Marketing Director and member of the board, I took on several additional responsibilities to help the company, in areas where my expertise could add value. These roles included Project Management, Product Owner (for an app) and due to my background in HR (bachelor) and multilingual skills, I worked alongside HR to help the Department source new candidates, acting as an interim Talent Acquisition Manager.
In 2023, I have embraced a role as a Senior Advisor and Business Developer Manager for the Portuguese Market.
Operations Manager|| Quality Lead & Trainer|| Apple B2C Customer Service Operations
IBM
December 2009
to October 2012
Braga, Portugal & Cork, Eire
- AppleCare CRM
- Onboarding and Transition BPO Account - Training and Support Process
- Oversee budgeting, reporting, planning, and auditing
- Leading the biggest inbound T1 (EN) support team for a Client (116FTEs)
- Lean Management
- WBR & QBR client meetings management
- Daily figures analysis (inbound, outbound, attrition,...)
- Providing inspired leadership for the organization
- Develop, implement, and review operational policies and procedures
- Creative solutions thinking
- Promote company and clients culture that encourages top performance and high morale
- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
- Work with senior management to determine values and mission, and plan for short and long-term goals
- Implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals
- (QA) Evaluate staff & team member's performance
- (Trainer) Create training programs to address skill gaps on the floor
- (Trainer) Prepare learning materials for programs, while conducting all training classes
Company Description
International Business Machines (IBM), is a global technology company that provides hardware, software, cloud-based services and cognitive computing.
Company website
