Head of Product

• Mar 2021 - Present

Product Manager

• Oct 2018 - Mar 2021

Leading a team of 10 remote and local developers and QA’s to deliver projects for clients of different industries. Managed client relationship, the whole software development and delivery process and team appraisal.Key Achievements:• Implemented a Community Platform for the world’s leading proponent of responsible environment, from the inception to the first release, working together after the go-live on a roadmap to grow the community.• Worked on the launch of 2 new white labels products for the organisation, from technical discussions, creating user stories and specification, designing mains pages with the UX lead and managing the dev team.• Worked with various clients in discovery sessions to understand and scope their needs, suggesting process improvements, performing A/B and tree testing and aligning deliveries with business goals.• Delivered a new website to the largest education union in the UK, using customer insights to improve the UX, increasing website views by 31% on the first month (135k views/month).• Worked closely with the CEO of the company on activities to increase brand awareness to the community and employee engagement within the UK and offshore teams.

MBA Consultant

• Nov 2017 - Mar 2018

Working closely to the CEO and directors of a Travis Perkins business unit, this project aim was to study new markets focussing on creating a marketing and operational strategy plan. Working closely to the CEO and directors of a Travis Perkins business unit, this project aim was to study new markets focussing on creating a marketing and operational strategy plan.

Digital Project Manager - MBA Summer Intern

• Jun 2017 - Sep 2017

The internship was done as part of the MBA programme, where I have chosen a start-up company to complement my previous work experience, as before I have always worked in large corporations. Ambassador London is a digital marketing agency start-up with clients in 4 countries I have worked closely with the company's founder to understand the business bottlenecks and suggests improvements aiming to increase internal organisation, meet client expectations and delivery projects with quality and on time. On the project management side, I managed a team of global contractors, suppliers and projects. These projects were mainly related to digital marketing (inbound marketing, social media, email marketing, website) using the Agile methodology and Jira software.

MBA Consultant

• Mar 2017 - Jun 2017

The project aim was to find, categorise, prioritise and propose partners in new European markets for Cummins. In addition, an understanding of industry trends and forecast in these markets was delivered. The final recommendation was presented to senior managers from the Cogeneration (CHP) area from Cummins. The project aim was to find, categorise, prioritise and propose partners in new European markets for Cummins. In addition, an understanding of industry trends and forecast in these markets was delivered. The final recommendation was presented to senior managers from the Cogeneration (CHP) area from Cummins.

IT Services Manager - CRM Operations

• Mar 2013 - Jul 2016

NET is part of America Movil group and operates in Brazil, offering Pay TV, broadband and landline services. NET has more than 10 million subscribers, being the biggest Pay TV and broadband operator in Brazil, with group revenue of £12Bn.I have led their CRM team, being responsible for 8 colleagues, 60 indirect reports and 11 CRM systems, managing multiple areas of the business, such as Pay TV, broadband and landline, ensuring processes and deliverables were delivered accordingly to specifications. During my time working for the company, the number of subscribers doubled, bringing numerous challenges and changes in process and automation. Considering this, it was important to efficiently prioritise problems and improvements, to keep or raise levels of customer satisfaction.I worked closely with different business areas of the company, such as Marketing, Sales, Ombudsman, Customer Service, translating their needs to the technical team. Having a most of the technical team established on vendors, I had to negotiate technical and commercial terms and manage different suppliers. 21 key performance indicators (KPIs) and SLA's were measured against contractual obligations, presenting management reports to key business divisions and the IT senior management team.Through the use of ITIL practices, such as service improvement and problem management, I successfully reduced the number of incidents by 65% and backlog by 85%, improving customer satisfaction and team morale.

IT Business Delivery Consultant

• Jan 2011 - Feb 2013

- Negotiated and managed external IT providers and represented the company with vendors.- Improved the reporting process: decreased the data network usage related to file transfer by 83%, and increased report availability from 3 to 5 days.- Controlled additional demands outside of vendors’ contracts by creating a consolidated activity status report, resulting in improved agility and security of sensitive data.- Discussed and commissioned a system to maintain and create products, increasing automation and reducing processes time by 30%.- Increased total number of activities by 125% to meet internal targets, and renegotiated a 14% reduction in product unit cost with vendor.

Technical and Client Relationship Leader

• Jan 2008 - Dec 2010

I have worked with IT Operations at HP for 5 years, being the last 3 years in a function that mixed leading the technical team and developing client relationship.As a technical leader, I led 15 analysts, and had to make sure incidents opened by our client were solved with quality and on the agreed contractual time, using mainly SQL and PL/SQL. I also provided training for new analysts, organised shifts and was the escalation point for urgent problems.On the client facing side, I was responsible for giving status to the client on a daily and weekly basis, reporting updates on contractual numbers and also problems that arise. At the same, I had to understand client drivers and requirements to deliver the best business outcomes.As some achievements, I decreased costs for the client and improved team productivity by mapping recurring problems causing incidents and creating automated solutions to eliminate the need for support and also managed the Sao Paulo operations team relocate to Araraquara by training new staff and ensuring that all processes occurred smoothly.

Programmer Analyst

• Jan 2006 - Dec 2007

Overall support to the system for a large telecommunications company and working directly with SQL and PL-SQL in the development of scripts and debugs for the identification of new problems