Setúbal, Setúbal, Portugal
Most of my work has involved stepping into situations where things technically function, but something isn’t moving the way it is supposed to. Across quality assurance, business analysis, credit operations, training, and long-running self-employment, I’ve consistently worked in roles where progress slows due to unclear processes, missed handoffs, competing priorities, or unresolved root causes. What draws me in is identifying where that stagnation is coming from, making sense of ambiguity, and helping restore forward movement in a practical way. I’m particularly strong at seeing issues early—often before they surface externally—untangling what’s actually driving the problem, and communicating changes in a way people can understand and adopt. This has shown up in different forms over time: owning quality backlogs, coordinating across IT, operations, legal, and customer-facing teams, creating documentation and training that gets used, and refining systems once real-world friction appears. Alongside my corporate experience, I built and operated a solo practice in the health and wellness industry for many years, where I was responsible for the full end-to-end operation: service design, client experience, training, quality standards, and core business operations. That work reinforced my respect for clarity, accountability, and systems that hold up under real use. I currently continue that work part-time while exploring remote roles where my strengths in systems clarity, early issue detection, root-cause analysis, and practical change can contribute at scale—particularly in environments where growth, quality, and execution matter.
Built and operated a long-running solo practice combining hands-on client work, experiential education, and premium service design in a private, high-trust environment. Delivered hands-on client services and facilitated in-person classes, teaching practical, repeatable methods clients could apply independently. Designed and continuously refined the end-to-end client experience, resulting in strong loyalty and repeat business over many years. Created and launched a medical-grade private label skincare line, overseeing product concept, formulation direction, sourcing, and launch. Managed all aspects of the business independently, including client intake, scheduling, service delivery, quality standards, and core business operations (accounting, purchasing, inventory, and payments). Continued part-time after relocating to Portugal, maintaining the practice alongside a transition toward remote, systems-focused work.
Supported telecom systems and vendors across Canadian operations, working at the intersection of IT, Finance, and Operations. Analyzed telecom usage, costs, and vendor performance to support billing accuracy, cost control, and operational decision-making. Partnered with IT, Finance, and Operations to gather requirements, evaluate vendors, and support system and process changes. Trained and onboarded new Telecom Analysts through hands-on walkthroughs of systems, workflows, and decision points. Created and maintained practical reference materials and process documentation to improve consistency and reduce rework. Contributed to process and vendor improvements resulting in six-figure annual cost savings.
Worked within enterprise quality operations, managing real-world quality issues across multiple business units. Managed intake, investigation, and escalation of quality issues, working directly with retail customers and internal teams. Assessed and classified issues by severity, coordinating corrective actions with cross-functional teams, including Legal, IT, Operations, and external partners. Reviewed cases to identify patterns, systemic issues, and emerging risks, contributing to continuous improvement efforts. Owned and prioritized the quality backlog, coordinating with IT and Operations to resolve defects, test system changes, and improve data integrity. Trained and onboarded new QA Analysts on quality systems, escalation standards, and investigation workflows. Maintained clear records and guidance to support consistent handling of issues and audit readiness.
Supported credit operations within a high-volume transportation environment. Assessed customer risk and supported credit decisions in collaboration with Sales and Accounting. Identified internal process gaps and handoff delays that slowed issue resolution and impacted customer service response times. Worked cross-functionally to clarify ownership, expectations, and response standards between Credit, Accounting, Customer Service, and Operations. Trained new Credit Analysts on systems, workflows, and practical decision-making. Developed job aids and process notes to support consistency and faster onboarding. Recipient of the company-wide Bright Idea Award for outlining new internal service standards that improved interdepartmental flow and working relationships.