Lúcia Santos

Account Manager · Customer Experience · Supply Chain OperationsCurrently @ Coca-Cola Europacific Partners

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About

Account manager with experience in BPO and FMCG operations, QA and supply chain. Focused on efficiency, precision and making the wheels turn.Business Management Master’s
Customer Experience Advocate

Expertise

- Order‑to‑Cash
- Process Optimization
- KPI & Quality Assurance
- BPO Operations

Experience

Account Manager @ CCEP, 2023-Present
Front‑office management of local and national B2B accounts. Order‑to‑Cash operations, invoicing & billing, incident handling and process alignment across supply chain touchpoints.

Line Manager @ Teleperformance Portugal, 2020-2023
Foot Locker, Sidestep, Runner's Point, Insulet
Operations management of teams up to 15 pax. Workforce management, case routing, queue control, real‑time analysis, KPI/RTA monitoring and quality assurance.

Projects & Operational Improvements

- Customer Service implementation via social media management platforms
- Knowledge base creation & maintenance
- Process and flow design for Customer Service
- Data analytics & automations for operational standardization