Leonor Urceira

Leonor Urceira is an experienced professional in change management and customer experience, currently holding a position at NOS SGPS since September 2017, where responsibilities include leading cross-functional projects and monitoring omnichannel customer experiences. Prior to this role, Leonor served as Customer Quality Assurance Manager at Altice Portugal from 2012 to 2017, focusing on enhancing customer satisfaction and implementing best practices. Leonor's career also includes significant positions at Portugal Telecom, where as Continuous Improvement Manager for Customer Care, processes for various customer segments were defined and optimized. Earlier experience at PT PRO involved managing efficiency improvement projects in shared services, while the role of Senior Communications Consultant at Accenture included business development consulting and process optimization. Leonor holds a degree in Applied Mathematics, Statistics, and Operational Research from Faculdade de Ciências e Tecnologia da Universidade NOVA de Lisboa.