Cláudia Serra

Cláudia Serra is an experienced professional in customer service and contact center management, currently serving as a board member at APCC - Associação Portuguesa de Contact Centers since April 2024. With a long tenure at CTT - Correios de Portugal since November 2003, Cláudia holds the position of Director of Customer Service, overseeing a contact center operation of over 300 full-time equivalents valued at over 4 million. Cláudia has a proven track record in developing customer care strategies, implementing successful contact center projects, and ensuring high-quality service delivery, earning recognition as a finalist in the Troféu Call Center 2008 and winning industry awards for operational management. Educational qualifications include a degree from Iscte - Instituto Universitário de Lisboa and a postgraduate in Management from Nova School of Business & Economics, with ongoing executive training in Leadership. Cláudia has also contributed to the field of customer experience as a blogger and has a background in marketing research.