Senior Strategy & Operations and Commercial Operations Professional

Led the Lisbon service operation for a global employee assistance and wellbeing provider while supporting commercial-operational strategy and international growth across EMEA. Enabled full 24/7 service capability through infrastructure and operating-model transformation, and maintained multilingual EMEA and North American service performance through SLA/KPI governance, quality management, compliance oversight, and cross-functional leadership.

Served as Legal Representative and Power of Attorney for the Portuguese entity, overseeing employment, insurance, tax, and DGERT accreditation obligations. Evaluated EMEA expansion opportunities, supported the 2022 Germany Service Centre launch, developed a seven-phase localization audit framework, assessed B2B partner channels, and produced cost, market, pricing, and commercialization analyses for growth decisions.

Managed global billing governance and financial close activities for an international American enterprise-client portfolio. Oversaw weekly financial batching, reporting, account reconciliation, adjustments, and multi-country financial and legal account-processing requirements.

Improved consistency across international billing operations by training teams, including NAS operations in India, on billing processes and governance standards.

Held progressive revenue and operations management roles in four-star and five-star hotel environments in Portugal. Developed expertise in revenue optimisation, pricing, forecasting, financial reporting, reservations governance, and distribution partnerships.

Applied customer lifecycle analysis and operational management practices to support commercial performance and service delivery across hospitality operations.

Postgraduate Diploma in Marketing Management.

Licentiate Degree in Management of Tour Operators.

Training in Power BI for Excel users.

Certificate of Proficiency in English.