Jorge Fernandes is the Head of Customer Technical Support at NOS Portugal, leading a team of over 500 call center agents and managing more than 2 million customer interactions annually since December 2013. Major accomplishments include transforming the operational model for Telco services to enhance customer experience and introducing automation to improve service efficiency. Prior to NOS, Jorge held various leadership roles at Optimus from 1998 to 2013, where responsibilities included overseeing the Network Operations Center and corporate technical support, as well as implementing innovative methodologies for service quality measurement. Early in the career, Jorge worked as a Software Engineer at Siemens Enterprise Communications Portugal and conducted research on microwave-based monitoring technologies as a Master's Fellow at the Technical University of Lisbon. Jorge holds an Engineer's degree in Electrical and Electronics Engineering, a Master's degree in Telecommunications, and advanced management degrees from esteemed institutions.
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