02/16/2023 updated
100 % available
Business Consultant Facilitator, Quality, Experience and Strategy
Portugal
Portugal
The Lisbon MBA in collaboration with MITBusiness DevelopmentManagement and Business ConsultingBusiness ContinuityStrategic ManagementCustomer ExperienceCommunicationCustomer Demand PlanningLeadershipProblem SolvingBlockchainStakeholder ManagementWeb3.jsProject Delivery
I consider myself an accomplished and performance and purpose driven professional with more than 12 years of international experience managing business development operations, leading/delivering projects/programs, improving the customer experience journey and identifying and addressing customer needs to ensure business continuity and growth.
My energy is my superpower and motivation where I use it to look for opportunities to create new businesses in the companies that I enroll. I’ve created new teams, new products and new processes based on new ideas from the company results and teams' performance, aligned with business strategy, to increase customer journey value. Because I love what technology brings to our society, Blockchain/Web3 is already part of my learning journey. I have a business-minded executive with proven change leadership capabilities in a fast-paced and deadline-driven environment. I do have the ability to find and implement smart and elegant solutions to complex (problem-solving), multi-disciplinary problems. Excellent communication skills to drive things forward, empower teams, get things done, manage a range of internal and external stakeholders, and keep close my professional network relationships.
My energy is my superpower and motivation where I use it to look for opportunities to create new businesses in the companies that I enroll. I’ve created new teams, new products and new processes based on new ideas from the company results and teams' performance, aligned with business strategy, to increase customer journey value. Because I love what technology brings to our society, Blockchain/Web3 is already part of my learning journey. I have a business-minded executive with proven change leadership capabilities in a fast-paced and deadline-driven environment. I do have the ability to find and implement smart and elegant solutions to complex (problem-solving), multi-disciplinary problems. Excellent communication skills to drive things forward, empower teams, get things done, manage a range of internal and external stakeholders, and keep close my professional network relationships.
Experience
Professional experience0 - 5 years
Languages
EnglishFluentPortugueseNative speakerSpanishGood
Project history
* Achieved excellence in the services department by driving quality strategy.
* Drove customer experience journey and services lifecycle by defining quality best practices for services delivery and customer success
departments and implementing automation within the processes.
* Cultivated and influenced a quality mindset within company departments and partner teams.
* Communicated to C-Level a core Quality KPI tracking quality delivery in services and partners delivery teams.
* Collaborated with the pre-sales team on negotiations of scope, resource effort management, and budgeting.
* Transformed and ensured the continuous improvement of services, processes, and tools by directing the implementation of a comprehensive
quality framework product, extending it to 100 partners, and generated a service version for customers (5 sold in the first month).
* Mentored and enabled the implementation and control of high-performance quality assurance team operations.
* Founded the customer experience team and developed the training program for the company.
* Drove customer experience journey and services lifecycle by defining quality best practices for services delivery and customer success
departments and implementing automation within the processes.
* Cultivated and influenced a quality mindset within company departments and partner teams.
* Communicated to C-Level a core Quality KPI tracking quality delivery in services and partners delivery teams.
* Collaborated with the pre-sales team on negotiations of scope, resource effort management, and budgeting.
* Transformed and ensured the continuous improvement of services, processes, and tools by directing the implementation of a comprehensive
quality framework product, extending it to 100 partners, and generated a service version for customers (5 sold in the first month).
* Mentored and enabled the implementation and control of high-performance quality assurance team operations.
* Founded the customer experience team and developed the training program for the company.
* Directed quality assurance and deployed automation competence for customer success.
* Collaborated with sales and pre-sales teams on negotiations of scope and resource effort management and budgeting.
* Minimized operational costs by performing budget control of the unit.
* Coached and coordinated a team of 30 in allocation and performance located in Portugal, Chile, Dubai, and New Zealand.
* Achieved excellence of the solutions delivered by driving strategy definition and guidance of the unit jointly with delivery teams.
* Obtained the best agreements to get things done by coordinating customer success and partner relationships.
* Implemented procedural changes and applied best practices for operational excellence.
* Collaborated with sales and pre-sales teams on negotiations of scope and resource effort management and budgeting.
* Minimized operational costs by performing budget control of the unit.
* Coached and coordinated a team of 30 in allocation and performance located in Portugal, Chile, Dubai, and New Zealand.
* Achieved excellence of the solutions delivered by driving strategy definition and guidance of the unit jointly with delivery teams.
* Obtained the best agreements to get things done by coordinating customer success and partner relationships.
* Implemented procedural changes and applied best practices for operational excellence.
Certificates
Blockchain: Disruptive Technology
MIT Professional Education2022
Intercultural Management Training – 6D Model
Cultural Intelligence2019
PMP® Certification
Project Management Institute2017