Nuno is a senior partner in the Lisbon office and a member of the leadership group of the Operations Practice in Europe. Currently, he leads the firm's customer care work.
Since joining the firm, Nuno has served clients in the banking, cement, pulp and paper, telecommunications, and media industries with a strong focus on operations, business unit strategy, and sales force optimization.
Nuno’s work in operations includes helping institutions integrate lean principles and define operational and efficiency plans. For example, he supported the introduction of lean manufacturing principles in the back-office, support functions, and branch network of a major financial institution, and supported the improvement of operations, including throughput increase, cost reduction, and pricing enhancement of a basic materials company.
In customer care, Nuno has helped more than 30 different institutions across Africa, the Americas, and Europe identify opportunities to increase their call center productivity, improving results and service quality. He has also supported clients in other customer care areas, such as helping a leading direct bank to increase its sales force effectiveness and a major cable company to review its commercial and churn management approach.