Paulo Isidro

Paulo Isidro, CCMP, PMP has extensive work experience in operational and leadership roles. Paulo is currently the Director of Operations at Alithya, where they implemented data-driven analytics to improve training and call center operations, resulting in a high first call resolution rate and reduced callback queues. Paulo also launched a multi-lingual help desk and achieved a high Net Promoter Score (NPS) for customer satisfaction.

Prior to Alithya, Paulo held various roles at Vitalyst, including Director of Customer Experience Group, Director of Product Development and Program Management, Director of Training Engagement, and Director of Managed Help Desk Services. During their tenure, they significantly reduced abandoned call rates, improved customer satisfaction, and implemented structural changes that improved employee retention. Paulo also led the organization-wide transformation and introduction of new revenue-generating initiatives.

Before Vitalyst, Paulo worked at PC Helps Support, LLC, where they held various positions including Operations Manager, Team Lead, and Productivity Consultant.

Overall, Paulo Isidro, CCMP, PMP has demonstrated strong leadership skills in improving operational efficiency, customer satisfaction, and revenue growth throughout their career.

Paulo Isidro, CCMP, PMP, holds a Bachelor of Science (B.S.) degree in Computer Science from DeSales University, which they completed from 1999 to 2003. Apart from their formal education, they have obtained several certifications, including the Certified Change Management Practitioner (CCMP) from Prosci in 2018 and the Project Management Professional (PMP) from the Project Management Institute in 2017. Additionally, they have completed courses in product management, gamification, and finance.