Daniel Pons Email & Phone Number

Lisbon, Portugal

• Manage operational processes• Drive automation and efficiency• Build scalable processes• Ensure data quality• Partner on strategic projectsTechnologies:• DOMO• Microsoft Excel / Google Sheets• Jira + Confluence• Salesforce• Kimble• Gainsight

Analyse processes, gather requirements, offer data-driven insights for informed decision-making. Committed to driving organisational success through strategic analysis and collaboration.

- Maintain high product awareness in Customer Experience Team.- Promote business initiatives for enhanced client engagement.- Encourage team through training, briefs, and coaching + update management on coaching conversations.- Facilitate training programs and onboarding processes.- Extracts business insights from client interactions for sales strategies.

Started as a Sales Operations Analyst. Later trained and now leading our team of customer experience specialists. Tools used are ZenDesk JIRA, Confluence among others.Tasks in this role include constant training and expansion of our knowledge base, syncing with our tech team, bug reporting, overseeing customer relations and ensuring our SLA commitment is met, implementing new workflows / gathering and acting on feedback and liaising with government 3rd parties.

Lisbon Area, Portugal

Worked at first level and subsequently as Trainer at Conectys. Our client is a major player in the mobile banking industry and FinTech sector; they provide an excellent app interface, integrated financal products and many linked partnerships with equally renowned companies to the benefit of the end user. As Trainer I designed many of the presentations / slides used to deliver product information to new hires and existing employees. In addition worked with material instructed to deliver on by… Show more Worked at first level and subsequently as Trainer at Conectys. Our client is a major player in the mobile banking industry and FinTech sector; they provide an excellent app interface, integrated financal products and many linked partnerships with equally renowned companies to the benefit of the end user. As Trainer I designed many of the presentations / slides used to deliver product information to new hires and existing employees. In addition worked with material instructed to deliver on by HQ.Engaging, fun and a sharp delivery of information is my preferred style, emphasising specific 'key-notes' or anecdotes as the most effective method of information retention for human beings. Show less

Oxford, United Kingdom

Completed a year with Oxford University Royal Naval Unit which was a great opportunity to gain experience within the MoD; learning skills such as nautical navigation, deck skills and other academic or seamanship related skills.

Gibraltar

Initially aided the town planners with tasks from general office work to spreadsheet set-up and GIS data inputting. Observed the handling of building applications and the protocol followed by the department in assessing their worthiness to gaining planning permission. Interaction with developers and members of the public was both interesting and insightful.Later, as a team of student workers we were tasked with providing a document of all the derelict buildings in Gibraltar, their… Show more Initially aided the town planners with tasks from general office work to spreadsheet set-up and GIS data inputting. Observed the handling of building applications and the protocol followed by the department in assessing their worthiness to gaining planning permission. Interaction with developers and members of the public was both interesting and insightful.Later, as a team of student workers we were tasked with providing a document of all the derelict buildings in Gibraltar, their location, their owner (by collaborating with Land Property Services) and a rough statement on their physical state. A final dossier was assembled which would later be used by urban designers and by other governmental departments in a comprehensive Urban Renewal scheme for Gibraltar's Upper Town area. Show less

Gibraltar

The work with Bovis-Koala (then Koala Construction Ltd) was especially insightful as I was rotated across the various departments within the company. This gave me a holistic view of how work carried out by a construction company is administered at all levels. I worked with human resourcing, project management, assistant/observer to an experienced land surveyor and as a labourer on the ground.

Master Of Planning - Mplan, City/Urban, Community And Regional Planning, Upper Second Class

- Development Economics, Management and Finance - Historic Conservation: Building Construction, Preservation and Repair - Sustainable.

Exchange Programme, Urban Design

- Law & Urban Planning - Progettazione di Sistemi Informativi Territoriali (Geographical Information Systems) - Economia dei Trasporti e.

Higher National Certificate, Public Health

- Health & Social Care in Context - Working with Children - Working with Vulnerable Adults - Legislation - Risk Assessments.