Shirley Borges is a seasoned professional with 24 years of experience in the Contact Center industry, specializing in operational and financial results, team management, and process improvement. They have served in various roles, including Coordinator, Project Analyst, Operations Manager, and are currently the Manager of Operations at Sercom Contact Center and a Professor at UniFECAF. Shirley is also a co-founder of Essencial Psi, focusing on training, recruitment, and organizational psychology. Their expertise encompasses strategic planning, performance analysis, and fostering collaborative relationships to enhance team engagement and efficiency.
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