Priscila A.
Head of Customer Operations @ATG (Auction Technology Group)
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WORK HISTORY
Head of Customer Operations @ATG (Auction Technology Group)
As Head of Customer Operations at Auction Technology Group, my remit spans customer support, onboarding, fraud prevention, compliance with a strong focus on commercial performance and efficiency. I oversee bidder and auctioneer operations across our digital marketplace ecosystems and am accountable for delivering white glove customer experiences that drive retention, commercial growth, and operational excellence across all UK auction platforms.In cross-functionally with Sales, Product, DevOps, and Compliance I translate strategy into execution, ensuring every touchpoint delivers measurable value for both buyers and sellers. Key achievements and responsibilities include:• Driving customer retention and revenue expansion through data-led service segmentation, focusing on high-value bidder and auctioneer cohorts.• Leading the implementation of AI capability and automation to optimise support operations, improve efficiency, and enhance scalability across teams.• Implement a new pricing structure for Auction Operators, including a new offering for remote capability. • Oversee onboarding, training, and performance of auctioneers as a P&L function—ensuring readiness, quality, and profitability.• Reducing bidder fraud through continuous improvement of Bidder Security processes and close collaboration with Compliance and Product.• Partnering with Sales to provide pre-sale operational insight and support that strengthens commercial propositions.• Using KPIs and customer insights to inform strategic initiatives that improve service quality, innovation, and customer outcomes.Skills: Revenue Growth & Retention Strategy - Customer Experience (CX) Transformation - AI-Driven Customer Engagement & Automation - Commercial Strategy & Expansion - Digital Transformation & Innovation - Customer Lifecycle Management - Voice of the Customer (VoC) & Insights - Cross-Functional Go-to-Market Collaboration
EDUCATION
Birkbeck, University of London
BA business and Languages, Business Administration
ABOUT PRISCILA A.
I am a results-driven Customer Success and Operations Expert with over a decade of delivering measurable impact across SaaS, healthcare, fintech, hospitality, and real estate sectors. My expertise lies in building scalable customer success strategies, streamlining operational processes, and leading high-performing teams that enhance customer retention and drive business growth.With a strong foundation in global operations, I have led global initiatives, bringing cultural awareness and adaptability to every role. Fluent in English, Portuguese, and Spanish, I am adept at building rapport and delivering consistent customer-centric experiences across diverse markets.Key competencies include:Designing and implementing end-to-end customer success frameworksImproving customer onboarding, engagement, and retention strategiesBuilding and leading cross-functional, multilingual support teamsDriving continuous process improvement to boost efficiency and satisfactionI am passionate about delivering exceptional customer experiences and fostering team cultures that are proactive, accountable, and committed to excellence.Outside of my professional work, I volunteer as a Business Mentor with Tern, supporting refugee entrepreneurs in launching and growing their businesses, reflecting my deep commitment to empowerment and impact.I am currently seeking an opportunity within a mission-oriented organisation where I can leverage my experience to enhance customer outcomes, optimise operations, and contribute to strategic business success.
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