Helena Dias

HELENA DIAS Operations & Process Improvement linkedin.com/in/helena-dias/ Lisbon, Portugal - - EXPERIENCE EDUCATION Operations Manager Executive Master in Strategic Management of Human Resources Ungalleried - Lisbon Ungalleried is a start-up online gallery and a marketplace for artworks. > Designed and documented processes and SOP. > Provided technical support to artists uploading artworks for sale, creating also a user guide that decreased the number of support requests. > Responsible for customer support and communications. > Created requirements for IT team to solve bugs and implement improvements to the front and backend platforms. > Automated several procedures with Zapier, increasing process efficiency. > Implemented a CRM system to improve contact and lead management and to centralize and support requests coming from different channels. INDEG-ISCTE-, Lisbon Process Improvement Specialist NOVA School of Business and Economics-, Lisbon EDP Distribution - Lisbon > Trained new website's chatbot, defining clients' FAQ and answers to them. > Led projects to increase business process efficiency and employee happiness, i.a. development of an idea-sharing platform to improve daily tasks and motivation. > Created a Power BI tool to display operational indicators of various departments, automating alerts for process owners, which increased control over the operations. Knowledge Management Specialist EDP Production 2018 Lisbon > Determined organizational knowledge requirements and -gaps. > Responsible for the communication strategy of the company's knowledge sharing platform and for facilitating design thinking activities. English Second Language Teacher European Voluntary Service- Latvia > Taught English classes (students 4-17 years old), using non-formal methods of education. > Developed a guide to help future volunteers. Business Operations Specialist EDP Distribution - Lisbon > Managed a team of 30+ people and defined and calculated KPIs. > Provided customer support and training to new suppliers of electricity. > Directed a cross-company project to adapt IT systems to automatically provide discounted social tariffs to clients who meet the criteria. > Participated in a cross-company project to adapt the SAP system to new processes. > Managed outsourcing team. Ensured they met quality assurance standards. Financial Auditor KPMG- Lisbon > Financial auditing across various industries. > Reviewed companies' business processes to suggest improvements. Master's Degree in Management NOVA School of Business and Economics-, Lisbon Erasmus Exchange Program Solvay Brussels School-, Brussels Bachelor's Degree in Business LANGUAGES Portuguese English Spanish Native Fluent Intermediate (B2 Certificate) SKILLED WITH Data Analysis: MS Excel | Tableau | Power BI | SAP BI (+ developing knowledge of SQL and Python) Project Management: Notion | Asana | Trello Automation: Zapier | MS Flow OTHER PROJECTS 2020: Consulting: Competitive Analysis and Business Plan review for a blockchain startup 2018/2019: Freelance copywriting for different tech companies