• Responsible for stakeholder engagement and communication to ensure clarity of goals and vision alignment with business objectives. • Active contribution to the discovery and delivery of new initiatives based on customer needs and business value, balancing scope, feasibility, and overall value proposition. • Product backlog management and prioritisation, in line with product roadmap. • Management of team’s day-to-day activities, including Agile ceremonies such as daily stand-ups, reviews and retros, scrum of scrums, and front-door prioritisation sessions. • Promotion of a culture of collaboration whereby people contribute with their learnings, experience, and expertise to continuously improve quantity and quality of deliverables.

Commonwealth Bank | Jan 2019 - May 2022

Manager Data Visualisation and Reporting

Financial Advice | Health Insurance | General Insurance • Helped establish a framework for the design and development of Tableau reports, from requirements gathering to wire-framing, development, and showcasing finalised products. • Developed a comprehensive best-practices rule book on the use of different visualisation elements, formatting, and best use of Tableau’s native interactions on reports, enabling consistent end-user experience across different lines of business. • Successfully up-skilled and coached team members on Tableau Desktop and Tableau Server, as well as in best visualisation practices, recognised by business stakeholders. • Assumed role of subject matter expert in Tableau Desktop and Tableau Server, and data visualisation more broadly, advising wider insights and analytics team. • Fomented collaborative team environment where people contribute with their experiences and expertise to improve team’s deliverables. • Drove Tableau adoption from business users by holding regular showcases and knowledge sharing sessions with internal stakeholders, adapted to end- users’ levels of BI tools knowledge and data literacy. • Championed data visualisation best practices through the design and development of simple, intuitive, insightful, and consistent bespoke self- serve reporting solutions using Tableau, with emphasis on driving actionable insights. • Liaised with data and reporting analysts to design efficient data solutions, optimised for Tableau development and performance on Tableau Server. • Occasionally developed data solutions using Alteryx and SQL.

Data School Down Under | Apr 2019 - Jan 2019

Data Analytics Consultant

Intensive 4-month data analytics training program: • Achieved certification in Tableau Desktop and Alteryx Designer Core. • Successfully led team on data visualisation and insights project through elicitation of requirements, development of Tableau design guidelines, and agile development. • Consulted as data visualisation expert on client projects, developing new self- serve Tableau reports, and revamping and re-designing existing ones.

Teleperformance Portugal | Jan 2018 - Jan 2018

Assistant Contact Centre Manager

Responsible for the management of a team of 14 First Line Managers across two multicultural teams consisting of 230 customer support representatives operating in a 24/7 environment for a mobile gaming company, overseeing daily operations and setting daily, weekly and monthly targets. Successfully led the teams through ramp ups while maintaining service level and internal quality targets. Implemented organisational strategies and currently working on waste reduction on the operations through the implementation of Lean Methodology. Successfully achieved all the contracted metrics, ensuring a level of service and quality that met the needs and expectations of both customers and client.

Teleperformance Portugal | Jan 2016 - May 2017

Business Analyst

Responsible for the development of daily reports for the operations, analysis of daily incoming volumes through voice and e-mail channels. Provided inputs and assistance in the implementation and tracking of action plans that ensured improvement of contracted KPIs. Developed and presented results in client business reviews. Performed process mapping and identified internal areas of improvement.

Teleperformance Portugal | May 2017 - Jan 2017

First Line Manager

Daily management of a team of 20 customer support representatives, in a perspective of continuous growth, providing weekly feedback sessions, KPI analysis and development of individual action plans. Successfully mentored 2 agents into other positions in the company. Also performed quality monitoring of contacts (non-voice channels) and provided regular feedback to the client regarding internal tools and processes, thus increasing efficiency in their daily usage.

Teleperformance Portugal | Nov 2016 - Nov 2016

Trainee

5 week internship in Teleperformance India, in the sites of Delhi, Jaipur and Indore. Met all the organisational structure and visited operations, learning about the business and day to day operations of outsourced contact centre industry.

My Education

Take a look at my formal education

Data Analytics General Assembly Sydney | 2019

Bachelor's degree, Engineering ScienceInstituto Superior Técnico | 2015

About Me

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