Professional Experience
A diverse career combining leadership, innovation and results, from entrepreneurship to software development and continuous improvement.
Continuous Improvement and Change Management
Projects & Processes
CTT - Correios de Portugal
Working in Operations Excellence, delivering Lean, Process Engineering, Continuous Improvement and Change Management initiatives, focused on optimizing processes and operational performance across Mail Operations nationwide.
Key Achievements
- Management and delivery of Lean projects, from diagnosis and opportunity identification through to implementation and monitoring of improvements
- Diagnosis of performance deviations through process analysis, Gemba observation, data collection and root cause identification
- Development of KPIs, operational analyses and dashboards in Power BI and Excel to support evidence-based decisions
- Mapping, design, review and standardization of processes, flowcharts, procedures, rules and work instructions
- Analysis of layouts, flows, times, resources and operational capacity, implementing actions geared towards efficiency, quality and resource rationalization
- Creation and delivery of Change Management plans, actions, materials and communications, plus workshop facilitation and follow-up of operational projects
Skills Developed
Maintenance and Projects Manager
Management
Viação Dedo de Deus Ltda.
I managed the maintenance and projects of an ageing passenger transport fleet, focused on availability, reliability and cost control, underpinned by indicators and a culture of continuous improvement. I implemented more than 40 improvements in the operation.
Key Achievements
- More than 40 improvements implemented in fleet maintenance
- Management by KPIs for availability, productivity, failures and rework
- Standard Repair Time (SRT) methodology, learned at Guanabara and applied here
- Preventive and predictive maintenance, with hour meters and predictive maintenance on the braking system
- Inventory management with ABC analysis and FIFO, close to just-in-time
- Fuel loss control and standardization aligned with ISO 9001
- Cost per kilometre kept below target, with stable costs over 8 years
Skills Developed
Process Improvement Consulting
Consulting
Abbadia Contabilidade
Coordination of business legalization processes and support for accounting and financial management focused on tax compliance.
Key Achievements
- Coordination of business legalization processes
- Specialized accounting and financial management
- Improvement of HR department routines
- Restructuring of internal processes
- Increased efficiency of the services provided
Skills Developed
Managing Partner - Entrepreneur
EntrepreneurshipTimer Café Internet e Informática Ltda.
Pioneering venture in the cyber-café segment, with creation of standard operating procedures and full management.
Key Achievements
- Creation of a pioneering venture in the segment
- Implementation of standard operating procedures (SOPs)
- Structuring of administrative routines
- Setup of a local network with servers
- Implementation of the FAD Softwares management system
- Focus on customer experience and operational efficiency
Skills Developed
After-sales Technical Consultant / Service Supervisor
After-sales
Grupo Guanabara
Progression from Transport Analyst to Technical Service Supervisor and to After-sales Technical Consultant at a Mercedes-Benz dealership. Technical customer service and vehicle handovers, coordination of the external service team and improvement of after-sales processes, focused on quality, compliance and customer satisfaction.
Key Achievements
- Technical customer service and vehicle technical handovers
- Coordination of the external service team
- Tracking of customer satisfaction indicators (CSI and CRM)
- Support for internal and external audits and compliance with the Star Class programme
- Implementation of the Standard Repair Time (SRT) methodology, migrating from microfiches and the SELIT system with the IT department
- Contribution, through process work, to the dealership's Diamond classification