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Hermann d'ALMEIDA is a seasoned professional in customer service management with extensive experience in the call center industry. Currently serving as Responsable Service Client at ENGIE Energy Access (Africa) since July 2019, Hermann is responsible for optimizing customer relationship management tools and ensuring team productivity. Previous roles include Assistant Call Center Manager and Call Center Team Leader at the same company, where Hermann contributed to KPI production, performance analysis, and team training. Prior to ENGIE, Hermann worked at GROUPE MEDIA CONTACT as Chef d’équipe service clients, overseeing both outbound and inbound call operations, while also managing team performance and customer engagement strategies. Hermann's career began as a Téléconseiller and Backoffice Assistant, highlighting a solid foundation in client support and service optimization.