Senior Project Manager | PM

• May 2021 - Present

Senior Project Manager | PM

• May 2021 - Present

Customer Experience Manager

• Apr 2018 - May 2021

With the creation of WEM, resulting from the joint of 3 markets, my role changed to be more focused on Customer Experience, transversal to the 3 countries. The team included people from Spain and Ireland.• Design and implementation of rNPS and tNPS surveys for Brokers.• Design of rNPS, tNPS and cNPS surveys for WEM customers.• Design of dashboards within Qualtrics adjusted to different WEM areas. • Implementation/training of the CLF (close loop feedback) methodology across the company.• Data analysis: NPS metrics vs Commercial Performance.• Target negotiation and planning to improve NPS across the different channels.• Project for core system substitution and launch of digital channel, using Confluence and Jira in an agile methodology.• Adjust communication with the customer to a paperless strategy (email + sms + customer portal). Show less

Customer Experience Manager

• Jun 2015 - Apr 2018

Develop and manage Customer Experience project in Portugal.

Strategic Marketing Manager

• Jul 2007 - Apr 2018

Being a relatively small department (6 people), collaboration was key, so while the main roles were well defined, in the field the tasks went from sports sponsorship activation, events organization and communication with the media. • Market research – brand, product and customer satisfaction and recommendation (rNPS e tNPS).• Mass media advertising campaigns management.• Full cycle product launching: Motor, Home, Life, Health and Personal Accidents.• Liberty Seguros digital presence management.• Review and adaptation of all the written communication to Customers and Providers, with the goal to simplify and make accessible the complex insurance language. • Review and approval of all new documents (templates) sent to Customers: letters, emails and sms. Show less

Marketing Research Manager

• Jan 2006 - Jul 2007

After the integration of Médis and Ocidental in Millenniumbcp Fortis, my role was broaden to other product lines, while maintaining all previous responsibilities. • Market research: Health, Motor, Savings and Unit Linked. • Marketing Plan. After the integration of Médis and Ocidental in Millenniumbcp Fortis, my role was broaden to other product lines, while maintaining all previous responsibilities. • Market research: Health, Motor, Savings and Unit Linked. • Marketing Plan.

Strategic Marketing Manager

• Jan 2000 - Jul 2007

I joined Médis as a nurse in the clinical triage call-center. With this change, my goal was to take advantage of my other skills, namely within IT. The shift to the Marketing department happened due to my responsibility in the launch of the new web platform, supporting business B to C and B to B (provider’s network management), with annual savings up to 1M€. • Product development and launching for Private (2006) and SME (2007) clients. • Média website manager until July 2007. • Review and adaptation of all the written communication to Customers. • Médis website launch (2000). • Médis intranet development in 2005, gathering business kips’ and supporting commercial activity. • Implementation of the digital sales journey for health insurance in Millennium bcp website. This was the first insurance to be available in the bank’s website. • Operational Marketing in 2001 and 2002. • Trainer in the Núcleo de Formação e Desenvolvimento de Carreiras (BCP group), in the scope of Health Insurance module, since January 2001. • Clinical triage call-center until September 2000, leading a team of 6 nurses since Feb 2000. Show less

Nephrology and Hemodialisys Nurse

• Jan 1990 - Aug 1998

• Hemodialisys Unit • Nephrology Unit • Training for chronical kidney patients (in class + videos + leaflets) • Research on hemoperfusion in intoxications by herbicide • Hemodialisys Unit • Nephrology Unit • Training for chronical kidney patients (in class + videos + leaflets) • Research on hemoperfusion in intoxications by herbicide