Project Manager | Operations, Process Improvement & AI Products
Project Manager with 5+ years in regulated financial services, delivering process improvements, operational dashboards and cross-functional projects.
At DEGIRO, I led service-desk projects that improved first-contact resolution by ~25% and reduced escalations by ~15%. I build Jira-integrated operational dashboards, write SOPs and coordinate cross-functional teams.
Concrete results from operational and project work.
~25%
Achieved through clearer triage and documentation at DEGIRO.
~15%
Achieved by introducing triage workflows and better routing at DEGIRO.
20%
Shortened delivery timelines by coordinating 15+ stakeholders across Customer Service, Product and Engineering.
15+
Coordinated cross-functional delivery across Customer Service, Product and Engineering on service-desk projects at DEGIRO.
Products, dashboards and process improvements that show how I combine project management, operations and AI-assisted development.
Process & Project Manager · Implemented improvements
Redesigned how the team handles chatbot, email, FAQ and self-service channels, with clearer triage, better routing and repeatable procedures.
CEO & Digital Strategist · Operational client delivery · 2016 – 2020
Operational client delivery of 360° virtual tours, web design and digital marketing for hundreds of clients across Portugal, from requirements gathering to website and Google Maps integration.
Process & Project Manager · Live internal tool
Operational dashboards that integrate Jira and internal tools to give leadership a single view of project progress, service-desk performance, priorities and team workload.
Four areas where I can add value from day one.
Scoping, planning, risk tracking and cross-functional delivery for operational and product initiatives.
Mapping, documenting and optimising workflows so teams can repeat success and reduce friction.
Turning operational data into dashboards and reports that support fast, evidence-led decisions.
Using AI tools to accelerate specification, prototyping, QA and workflow design while keeping humans in the loop.
Roles and impact across service-desk operations, process improvement and project coordination.
DEGIRO · Mar 2026 — Present
I lead service-desk projects and process improvement initiatives across chatbot flows, email communications, FAQ content and self-service tooling for client-facing operations.
DEGIRO · Sep 2024 — Mar 2026
I supported end-to-end service-desk process improvement projects across chatbot, email and FAQ channels in line with operational and customer experience goals.
DEGIRO · May 2021 — Sep 2024
I managed corporate actions, trading support and compliance processes in a regulated financial-services environment.
Telus International · Jan 2020 — May 2021
I coordinated high-volume operations during a critical COVID response period, helping maintain service continuity and team effectiveness under pressure.
Spider CT · Sep 2016 — Jan 2020
I managed sales project teams and digital projects from concept to completion, with a focus on client satisfaction and repeat business.
If you are hiring for Project Manager, IT Project Manager, PMO, Program Coordinator, Process Improvement or Operations Project Manager roles, I'd love to hear from you.
