I’m a father of twins (Mel & Diogo), ex-rugby player, Anglia University Alumni (Cambridge), and a devoted Senior Manager with 15+ years management experience in several areas. I have worked in projects, for companies such as IBM, Google, Accenture, TELUS International, Zazzle, Apple and Unilever.
Furthermore, I have successfully managed several projects across all areas, including B2B/B2C Service Operations, Marketing, E-Commerce, Rich Media, Android Apps, F&A, among others.
From 2019-2022, in addition to my daily tasks of Marketing Director and member of the board, I took on several additional responsibilities to help the company, in areas where my expertise could add value. These roles included Project Management, Product Owner (for an app) and due to my background in HR (bachelor) and multilingual skills, I worked alongside HR to help the Department source new candidates, acting as an interim Talent Acquisition Manager.
In 2023, I have embraced a role as a Senior Advisor and Business Developer Manager for the Portuguese Market.
Head of Customer Service & Quality Assurance Global CS Process Transition Lead
200+ FTEs (San Francisco and Cork)
Customer Service and Quality Processes Rollout Manager
Develop and manage processes that foster a culture of protecting the Zazzle brand through responsibly-sourced quality merchandise that spans all categories distributed through Zazzle's owned and operated channels and wholesale partners
Maximize lifetime value through higher product adoption with exceptional customer service and focus
Develop and deliver strategies in collaboration with cross-functional members that meet or exceed financial goals
Drive new business growth through greater customer advocacy and reference-ability
Serve as a customer advocate in driving industry best practices
Ensure effective monitoring of operations and risk
Be a Trusted Advisor to the Customer and contribute thought leadership and best practice
Maintain senior level relationships across all functions of the business
Effectively articulate the customer’s current and future business priorities
Develop and implement customer service policies in the organisation
Company Description
Zazzle is an American online marketplace that allows designers and customers to create their own products with independent manufacturers (clothing, posters, etc.), as well as use images from participating companies. Zazzle has partnered with many brands to amass a collection of digital images from companies like Disney and Hallmark. Zazzle claims to have over 300 million unique products listed on the site.
