Where Pedro has made an impact

Lead service-desk projects and process improvement initiatives across chatbot flows, email communications, FAQ content and self-service tooling for client-facing operations.

• Improved first-contact resolution by ~25% through clearer triage and documentation.
• Reduced escalations by ~15% by tightening routing rules and feedback loops.
• Built Service Desk operational dashboards integrating Jira and internal tools for workload, performance and priority tracking.
• Supported weekly executive reporting with workload, performance, priority and KPI dashboards.
• Coordinated work involving 15+ stakeholders across Customer Service, Product and Engineering, reducing average project delivery time by ~20%.
• Built a performance system for the Service Desk Department with weekly stats, tickets closed, satisfaction and monthly team comparisons.
• Streamlined Jira ticket collection into a single-page system, removing tool switching for agents.
• Used Claude and Windsurf to build frontend and backend prototypes that shorten the path from business requirement to developer-ready solution concept.

Supported end-to-end service-desk process improvement projects across chatbot, email and FAQ channels in line with operational and customer experience goals.

• Designed improved workflows and chatbot conversations using BPMN methodologies, contributing to 30% lower escalation pressure and 20% stronger first-contact resolution support.
• Managed Agile workstreams in Jira, monitored priorities and supported execution to keep operational needs aligned with delivery plans.
• Prepared, reviewed and maintained SOPs, process documentation and client-facing knowledge content.
• Partnered with internal stakeholders to identify improvement opportunities and support CRM and workforce automation initiatives.

Managed corporate actions, trading support and compliance processes in a regulated financial-services environment.

• Managed corporate actions and analyzed custodian data, including work involving Morgan Stanley, supporting accurate processing in a regulated environment.
• Monitored order routing activity through Bloomberg and Thomson Reuters platforms to support operational oversight and issue visibility.
• Contributed to risk-related analysis through margin requirement models and operational controls.
• Developed AML/KYC processes and maintained compliance documentation, policies and SOPs.

Coordinated high-volume operations during a critical COVID response period, helping maintain service continuity and team effectiveness under pressure.

• Created onboarding and upskilling programmes and supported remote-work implementation to improve operational readiness and process consistency.
• Recognised as Top Performer in 4 of 5 quarters, reflecting strong execution and sustained delivery performance.

Managed sales project teams and digital projects from concept to completion, with a focus on client satisfaction and repeat business.

• Managed sales project teams of seven across Luxembourg and Porto, coordinating sales strategies and project delivery for 360 virtual tours and web design services.
• Led sales initiatives for 360 virtual tours enabling businesses to be listed in Google Street View, achieving a 95% client satisfaction rate and 40% repeat business.
• Directed web design and marketing projects from concept to completion, managing client relationships, requirements gathering and tailored solution design.