Paulo Tomas serves as the Director of Global Digital Customer Support Platform at GoTo, where he leverages over 15 years of experience in customer support within the telecommunications sector. In his current role, Paulo leads remote product and engineering teams, employing Agile methodologies to optimize...
Paulo Tomas serves as the Director of Global Digital Customer Support Platform at GoTo, where he leverages over 15 years of experience in customer support within the telecommunications sector. In his current role, Paulo leads remote product and engineering teams, employing Agile methodologies to optimize and enhance a global digital self-service platform that handles over 15 million transactions. His expertise in call center administration and operations management is instrumental in driving the development of innovative self-service solutions, including self-service deflection, contact messaging, and contact routing, which significantly improve customer experience and retention.
Paulo's strategic relationship-building skills are evident in his ability to foster productive partnerships across cross-functional teams. He is adept at listening attentively to customer needs and creatively solving complex issues, which not only enhances customer loyalty but also streamlines operational efficiency. His commitment to customer service is further reflected in the comprehensive member and customer engagement strategies he has designed and implemented, focusing on self-service training and support.
In addition to his technical acumen, Paulo is a champion of workforce development, utilizing methodologies like Six Thinking Hats to encourage innovative problem-solving within his teams. His leadership style emphasizes collaboration and empowerment, ensuring that his teams are equipped to deliver exceptional customer experiences. As he continues to navigate the evolving landscape of digital customer support, Paulo remains dedicated to advancing GoTo's mission of providing seamless, efficient, and customer-centric service solutions.
