Diogo Pacheco Pedro

In my role as a Senior Programme Manager, I am at the forefront of driving technological innovation and integration. My professional narrative unfolds daily through a series of strategic and hands-on activities: Collaborative Solution Detailing: My expertise lies in synergising with multidisciplinary teams to craft and refine technology solutions that are intricately designed for integration, scalability, and future growth. Empowering Team Leadership: Daily, I galvanise a diverse assembly of Development Delivery professionals, from Business Analysts to Developers, cultivating an environment where creativity and precision in technology are not just encouraged but expected. Astute Project Management: I am entrusted with the seamless orchestration of the delivery lifecycle, ensuring projects reach fruition with impeccable quality, within the agreed timelines and budget. Strategic Feasibility Evaluations: Rigorous feasibility assessments underpin my approach, ensuring that innovation is not only visionary but also grounded in practicality and real-world applicability. Pioneering with Latest Technologies: My passion for technological advancement compels me to perpetually explore and assimilate state-of-the-art technologies, positioning the organisation at the pinnacle of industry leadership. Data Strategies and Corporate Integration: I am deeply invested in developing and implementing robust data strategies, orchestrating the integration of dedicated software solutions that enhance corporate data management, ensuring data integrity, and facilitating insightful analytics. Technology Mastery: I bring to the table extensive experience with Web Apps, CMS, Salesforce (inclusive of Service, Sales, Data, Portal, and Customer 360 modules), HubSpot, GetResponse, and Dynamics 365, which allows me to provide comprehensive and sophisticated service solutions.

At Sirocco Arabia my Role involved the following: Advising and Scoping Small to Large CRM Projects and its deliverables Gathering Requirement and Implementing All Major CRM Platforms Estimation Development Efforts and Ensuring Deliverables within agreed Scoped hours Documenting and assisting clients on the best Architecture decision ahead of CRM Project Developing and Configuring CRM Entities, Automation and ensuring the Ecosystem and its functionality reflect the Business Processes Drive, through governance and attention to critical architecture decisions, adherence to standards and best practices in domains such as: Security, Performance, Integration, Analytics, Mobile, Release Management and Development Lifecycle in all CRM Projects Deliver Training on all aspects to CRM Usage for Business, IT and Projects Teams in various business and corporations Provide architecture to scale and right integration, migration strategy to support large volume data. Provide architecture oversight, governance and ensure adherence to industry best practices. Advising Customer on all aspects of CRM Management and how to best utilise all features within their CRM platform JavaScritp Development utilising Dynamics 365 SDK

Main Business Contributions were: * Present solid business acumen and act as an expert in CRM, Sales, E-Commerce (NopCommerce), Customer Service and Field Service business solutions. * Optimize various teams / departments interactions with business applications platforms. * Leading communication effectively with C-Level users to elicit and manage their requirements and expectations from business applications. * Manage, Create, maintain & communicate project plans in SCRUM methodology with clear information on status of tasks, sprints, releases and resource utilization. * Managing efforts from different business users, technical and functional consultants from internal teams and vendors in a dynamic environment and adaptive cross functional processes. * Software and Business process modelling, solution design, test case and overall Software Cycle documentation. Design, document and troubleshoot complex integrations between different business applications. * Point of contact with user to receive their issues and inquiries; and solve and/ or distributing issues on team with accountability on solving issues on agreed upon SLA. * Train team members on existing and new solutions and technologies. * Database administration support, interface support, operating environment support and enterprise portal support. * Department Lead in configuring, developing and delivering solutions to real customer problems, with emphasis on Sales, E-Commerce, Customer Service and/ or Field Service. * Single SCRUM Master and driving all Software Development Life cycle and Implementation adhering to all SCRUM Core Agile Methodologies * Expert in Salesforce technologies Sales Cloud, Service Cloud, Communities, Lightning, Lightning Migration, Pardot, Marketing Cloud, Field Service Lightning

At Sirocco Arabia my Role involved the following: Advising and Scoping Small to Large CRM Projects and its deliverables Gathering Requirement and Implementing All Major CRM Platforms Estimation Development Efforts and Ensuring Deliverables within agreed Scoped hours Documenting and assisting clients on the best Architecture decision ahead of CRM Project Developing and Configuring CRM Entities, Automation and ensuring the Ecosystem and its functionality reflect the Business Processes Drive, through governance and attention to critical architecture decisions, adherence to standards and best practices in domains such as: Security, Performance, Integration, Analytics, Mobile, Release Management and Development Lifecycle in all CRM Projects Deliver Training on all aspects to CRM Usage for Business, IT and Projects Teams in various business and corporations Provide architecture to scale and right integration, migration strategy to support large volume data. Provide architecture oversight, governance and ensure adherence to industry best practices. Advising Customer on all aspects of CRM Management and how to best utilise all features within their CRM platform JavaScritp Development utilising Dynamics 365 SDK

CRM Strategy and communication • Implement and manage the CRM strategy • Plan and deliver CRM strategies across the business encouraging customer retention and customer loyalty. • Liaise with all departments to ensure the CRM works effectively for all aspects of the company • Overseeing direct communications with customers through the CRM. • Ensure all communications adhere to direct marketing and data protection rules and regulations • Create and implement CRM policies and procedures. • Conduct data hygiene and develop strategy to improve it • Participate in the formulation of the company’s strategic plan * 2 direct Report CRM Analysts Processes • Assist representatives in handling difficult customers • Determine a course of action to resolve customer problems • Create, update and maintain call script for representatives • Ensure a seamless process flow from the customer’s initial enquiry to the delivery of products and services • Train newly hired CRM representatives. Reporting • Monitor key competitor activity and develop an understanding of their CRM strategies • Own weekly/monthly reporting on CRM performance to key stakeholders across the business • Track financial effectiveness of campaigns through regular reporting • Quality monitoring to ensure consistent communication in CRM programmes Customer Insights • Conduct customer behaviour and determine promotional opportunities to increase overall business and increase customer satisfaction • Customer journey mapping, analysing touch points with the organization and maximizing commercial opportunities • Manage campaign analysis and insight generation to mould strategy and continuously optimise CRM performance • Review customer evaluations in regards to service representatives’ work and identify improvement areas • Review customer interaction recordings to enhance training or offer necessary correction Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

• Providing orientation and onsite product training for all new and existing clients on all aspects of the eFinancialCareers product offerings. • Initiating and maintaining a regular and proactive schedule of calls with clients. • Qualifying sales opportunities. • Feedback website development requests to the appropriate eFinancialCareers departments. • Posting and activating jobs on the website. • Ensuring all clients are informed of any new changes and website developments that affect them. This will involve liaising with other departments such as sales and marketing. • Producing weekly, monthly and adhoc reports and presentations, this includes client activity and statistic reports for your core clients. • UAT testing and new releases. • Troubleshooting and performing internal trainings on all aspects of a tailored CRM system (Client Connect/Sales Force) as well as New product releases. • Creatively and efficiently resolving issues and investigating complaints. This will include raising technical “bug” fixes with the product and technical teams in a timely manner. • Monitoring client and candidate mailboxes and responding to emails within two hours of receipt • Building strong relationships with clients through frequent contact. • Communicating any improvements clients may request to the way in which they use their account. • Working with Clients IT team to resolve technical issues on the network and making sure the eFC traffic is cleared in the internal network. • Excellent organisational and time management skills. • Handling multiple tasks simultaneously and without losing focus. • An understanding of online systems, SaaS products and websites, network and implementation. • Making sure the correct features are implemented in the product development evolution and fit the Middle East Market needs. • Maintain close contact with product manager in the UK with issues and development ideas.

•Performing account changes together with company’s administrative and secretarial staff together in conjunction with Diligent Boardbooks account management teams worldwide, some of changes included user level of access, security •Providing training to clients on Diligent Software for first time users worldwide supporting clients with any technical queries related or unrelated to Boardbooks software. Some of the issues would be Citrix environments, Proxy server settings, file formatting, network connectivity issues and more. •Preparing training material to member of team and leading the training attempting to cover all areas of a very dynamic and ever growing software platform. •Attending weekly meetings with Global Support Manager to establish the latest technical issues faced by our IT department when dealing with server connectivity and local functionalities, also discussing what the coming development are. • Running sanity and user interface test on recently release software upgrades on mobile and desktop version. • Manage maintenance of hardware and software in office environment as well support user with technical queries. • Remotely accessing clients and colleagues’ desktop and laptop computers to assist with technical issues. • Working in a team of three technical specialists on elaboration of best practices and making sure the team knowledge and reasoning would match, maintaining the client experience to the highest standards when contacting Diligent Support. • Analysing user interaction and ensuring that user feedback was passed through to development team. senior management for consideration on future software development. • Quarterly reviews and strategy sale meetings focusing mainly on how to best present the application features related to their requirements raised by the clients and also briefing the sales team on what technical limitations might be misunderstood during the sales features presentations.

• Occupying a extra role as the store Mentor as part of Apple Global Retail recruitment team. • Mentoring and recruiting new apple employee for the newly opened Stratford City Apple retail store. • Manage client relations and maintaining the highest possible quality of service. • Supporting clients with appointment at Apple’s technical Genius bar department with issues on mobile, desktop and accessories related or part of apple technology. • Performing physical repair on apple hardware as a certified engineer, devices included Macbook Pros, iMacs, iPads, iPods. • Assisting management staff in making sure daily briefing was carried out and the latest information broadcasted by apple headquarters reached the retail member of staff with clarity, and its uses when dealing with customers. • Managing shop floor specialists and working closely with the retail Manager to ensure the smooth running of the department. • Part of the business support team and assisting apple business specialist on gathering business introductions on daily basis on shop floor interactions. • Leading apple OnetoOne private training session on apple software technologies such as iMovie, GarageBand, iPhoto, Pages, Numbers, Keynote as well as the overall adoption of a new operating system compared to the on utilized by the client before purchasing a OSX loaded apple computer. • Assisting back of house member of staff with troubleshooting tills as well as printers located throughout the store as part of apple mobile payment system in place in stores. • Part of the Visual team in the stores performing rapid store visual changes as well as maintaining visual standards in the stores.

Assisted customers with all queries regarding apple devices as well as technologies. Also assisting in setting up and walking through all features of their owned or recently bought devices, also have experience as mentoring new employees for the new Apple Store openning in the London Market as part of the apple Global recrutiment team. • Working with Retail team to ensure brands are represented correctly and the department is running efficiently. • Reaching sales targets and receiving great constant positive feedback from customers. • Organisation of back of house areas and maintaining equipment in hand and ready to all members of staff. • Checking goods in and out of stock system utilizing the remote ordering system used by sales floor staff. • Maintaining strong customers relationships. • Analysis of sales reports – working with members of staff in daily briefings on how the store is performing and also reviewing specific negative feedback from customers and discussing those issues focusing on improvements. • Conducted business workshops to users with intention to use apple technology on daily running of their business. • Assisting customers on all areas of purchasing hardware and software in the stores, the tasks would include applying for loans, taking payments, demoing and analysing hardware minimum requirements, user technical knowledge and field of use for the devices.

My role in the Family involved troubleshooting apple hardware, it also involved training people on how best to use their technology on their particular tasks being that professional or personal as well as : • Working with Retail team to ensure brands are represented correctly and the department is running efficiently. • Reaching sales targets and receiving great constant positive feedback from customers. • Organisation of back of house areas and maintaining equipment in hand and ready to all members of staff. • Checking goods in and out of stock system utilizing the remote ordering system used by sales floor staff. • Maintaining strong customers relationships. • Analysis of sales reports – working with members of staff in daily briefings on how the store is performing and also reviewing specific negative feedback from customers and discussing those issues focusing on improvements. • Conducted business workshops to users with intention to use apple technology on daily running of their business. • Assisting customers on all areas of purchasing hardware and software in the stores, the tasks would include applying for loans, taking payments, demoing and analysing hardware minimum requirements, user technical knowledge and field of use for the devices.

Projects completed • Successfully managed a team of 3 during an iOS design project. Using UML design frameworks, such as wireframes, iOS mockups and activity diagrams • Investigated problems within a network case study. Consequently, planning, designing and implementing a network structure; using DHCP, Samba, FTP, VNC, ACL, IOS configurations. • Applied testing techniques for the code quality NASA’s Open Source World Wind project, through NetBeans plugins • Built a grade input application through C sharp in the second year and for Ipad in the final year. This involved working as a team on both occasions and the program featured calculation of final year predictions. • Developed a detailed document in order to plan out and fund a large scale project through a case study. The project included designing a secure and versatile system for end users in the European Union. • Designed, implemented and ran a database system for a case study of a multi-national car rental organisation.