Plexus Tech

Manage the delivery lifecycle to improve project efficiency and elevate agile adoption across teams.

Craft tailor-made, solution-focused proposals that highlight Plexus Tech's unique capabilities

Forge and deepen client relationships, serving as Portugal's key point of contact.

Elevate our team's capabilities by supporting the top talent acquisition and retention initiatives.

Delivery Director

Marcos Gonçalves

Marcos specializes in guiding SaaS and IT Services Founders & CEOs on their path to success. 
Get the support you need to navigate the challenges of entrepreneurship and reach your full potential.

Because why just fit in, when you're born to stand out?

Founder

Progressive Cloud

As a part-time COO and CIO, I help companies like yours get the most out of their operations and technology. I've played in the major leagues of banking, insurance, telecommunications, and automotive and thrived in the exciting world of startups. Imagine having all this experience for just a day or two a week. It's like having a full-time Exec, minus the high cost and long-term commitment.

I love connecting the dots between business and technology to make things smoother and brighter. Whether you're just starting and need a solid plan or you're an established player looking to move into the digital age, I can help. I aim to offer you a customized solution that is as flexible without breaking the bank. Sounds good? Let's talk!

Fractional Chief Operating & Information Officer (COO / CIO)

Progressive Cloud is a full-remote company that pairs unmatched engineering talent with state-of-the-art technologies to solve modern business challenges in the digital landscape. We're sponsored by the Futurice Group, a multi-national digital innovation and engineering company with Finnish roots. Their core business is developing and designing digital services and products across different business verticals.

Founder and CEO

Silicon Valley Insight

Project Management Excellence: Streamlined Silicon Valley Insight's delivery lifecycle for maximum efficiency and adherence to budget.

Strategic Implementations: Drove operational enhancements by pioneering strategy and integrating cutting-edge technology.

Team Leadership: Led multidisciplinary teams to excel in collaboration, performance, and risk management, upholding delivery standards.

Senior Vice President of Delivery

Vice President of Product & Project

Critical TechWorks

Leadership & Budget Management: Directed a 60+ engineering team, efficiently administering a €7M budget towards strategic user experience enhancements.

Integration Excellence: Spearheaded cross-functional team efforts to deliver top-tier integrated solutions, ensuring alignment with project goals.

Client Relations & KPI Utilization : Acted as the principal client liaison, notably with BMW, to fortify relationships, ensure transparency, and drive performance through key metrics.

Head of Interactions

tb.lx (formerly Daimler Trucks & Buses Tech and Data Hub)

Visionary Product Strategy: Devised and steered the product roadmap for Daimler tb.lx, aligning with corporate objectives and market needs.

Agile Team Leadership: Guided cross-functional teams to prioritize and expedite product development cycles, enhancing stakeholder rapport.

Metrics-Driven Management: Embedded KPIs and OKRs into product lifecycle to bolster performance, agility, and strategic direction.

Data Science Leadership : As Product Lead, orchestrated a data science team in constructing predictive models powering AutoTech streaming services.

Product Owner

Mercedes-Benz.io

Strategic Vision: Crafted and conveyed strategic plans for the Seller Center (platform for Mercedes Retailers), aligning product direction with corporate targets and user needs.

Backlog and Team Coordination: Orchestrated backlog management and rallied cross-functional teams for timely, high-quality output.

Performance Monitoring : Tracked product KPIs, championed inter- departmental engagement, and aligned budgets with fiscal objectives and operational efficiency.

Hiscox

CRM System Leadership: Spearheaded the delivery of a pan-European CRM system, bolstering underwriting and marketing functions, and ensuring GDPR and IDD adherence.

Strategic Product Management: Harmonized product strategy with Hiscox's platforms, led the adoption of agile practices, and oversaw a portfolio of 50+ annual IT initiatives.

GDPR Implementation Expertise : Orchestrated comprehensive GDPR compliance across Hiscox’s European operations, enhancing data protection and privacy standards.

Agile Execution Supervision : Directed agile project execution, upholding the company’s dedication to agile methodology and project efficiency.

Senior IT Business Analyst / Delivery Lead

Noesis

Platform Enhancement: Oversaw the maintenance of BNP Paribas's Neolink trading platform, ensuring high performance and reliability for securities trading operations.

Feature Deployment: Coordinated the deployment of new features and security patches to the Neolink platform, enhancing trading capabilities and safeguarding against cyber threats.

Quality Assurance: Executed comprehensive bug fixes and optimizations, significantly improving user experience and system integrity for Neolink's trading environment.

Senior Business Analsyt

Novabase

System Consolidation: Leveraged Calypso's integrated cross-asset platform to consolidate Novo Banco's trading operations, enhancing system efficiency and innovation in risk and accounting processes.

Operational Compliance: Guided Novo Banco through a strategic transition to the Calypso platform, streamlining operations and ensuring compliance with evolving financial regulations.

Knowledge Collaboration: Established direct interfaces with the trading team, imparting specialized Calypso platform knowledge and fostering a collaborative environment for continuous process improvement.

Calypso Business Analyst

Empower Startup Founders & CEOs: Break Free from 'Do-It-All' Roles, Slash Costly Errors, and Launch Profitable Products💥

I guide Tech Founders and CEOs to optimal success and growth in the startup arena.

I talk about:

1. Strategic Leadership:
    - Navigating the crucial early and scale-up phases for SaaS and IT Services startups
    - Personalized mentorship for visionary tech leaders

2. Organizational Dynamics & Culture:
    - Talent strategy for attracting and retaining tech innovators
    - Fostering effective team collaboration, whether hybrid or remote
    - Agile practices and product-centric leadership

3. Mindset & Growth:
    - Career pathing tailored for the tech entrepreneur
    - Cultivating emotional intelligence and resilience within tech teams
    - Embracing the G.R.I.T. mindset for enduring success

4. Operational Tools & Marketing:
    - Leveraging cutting-edge tools and methodologies
    - Modern marketing strategies tailored for the tech industry
    
If any of these resonate with you, turn on the notifications.
    

## MORE ABOUT ME ##

15+ years in the driver's seat of significant software projects. Crafting tech narratives, nurturing teams, and witnessing companies reach new heights. But my journey extends beyond tech accomplishments. The challenges of COVID-19 revealed the profound link between personal growth, executive leadership, and entrepreneurship.
    
As your concierge strategist, I provide bespoke support tuned to your startup's pulse—sharpening your product, operations, and market strategy. Together, we'll customize your path from launch to industry impact.
    

## PORTFOLIO HIGHLIGHTS ##
    
    - 🌟 Leading the digital charge for over 15 years, delivering solutions for 30+ industry startups and giants.
    - 🚀 Launched and grew a tech consulting firm to €500,000 in revenue within 5 months.
    - 🤝 Fractional COO, CPO, and CIO roles bringing startups from concept to launch readiness.
    - 🗞️ Weekly insights on tech entrepreneurship and leadership with 'Founder Flightplan'.
    
    Ready to pivot and pen your success story? Here's your toolkit:
    
    1⃣ Subscribe to my insights:
    https://marcosgoncalves.me/newsletter/
    
    2⃣ Embark on the Founder Growth Program
    https://marcosgoncalves.me/why-score/
    
    3⃣ Tailored guidance for your challenges
    https://marcosgoncalves.me/1-1-coaching-sessions/
    
    4️⃣ Let's collaborate! Drop me a message.

Marcos G.

Pipedrive

Vice President of Customer Support

Global Head of Customer Support 

Uniplaces

VP of Operations

Head of Supply 

HouseTrip

Head of Supply

Managing all Guest oriented Teams – Support, Relocation and Resolution, as well as the Operations Project Management Team, which includes:
- Directly managing 3 Team Leaders and 2 Project Managers, responsible for several Teams of Agents who Support Guests in pre-stay queries, relocate upon Host cancelations and resolve any Guest Claims during/after stay. 
- Also responsible for determining and supervising operation projects related operational process improvements or development of new campaigns.
- Coordinating recruitment in order to create the best team possible to delight and amaze our Guests following up on HouseTrip recruitment policies. 
- Frequently suggesting, implementing and tracking best practices and procedures for Customer Care with Customer Focus, Orientation and extreme Satisfaction as a top priority. 
-Tracking and analysing KPIs, identifying improvement opportunities to increase Satisfaction and Efficiency.

- Training, developing, managing and mentoring the team members to deliver excellence in service and permanent references in Customer Care;
- Measuring and assessing the productivity and performance of the Teams, creating improvement plans to develop individual skills, implementing specific training programs to create excellent performance levels in every team;
- Managing the goodwill budget according to pre-defined policies but also understanding which customers need exceptional compensation and suggesting the amount;

Head of Guest Care

Heading the Resolution Dept, which includes:
•	Managing a Team Leader and a group of Team members responsible for handling Guest Complaints.
•	Coordinating recruitment in order to create the best team possible to delight and amaze our Guests following up on HouseTrip recruitment policies. 
•	Frequently suggesting, implementing and tracking best practices and procedures for Customer Care with Customer Focus, Orientation and extreme Satisfaction as a top priority. 
•	Tracking and analysing KPIs, identifying improvement opportunities to increase Satisfaction and Efficiency.
•	Trainning, developping, managing and mentoring the team members to deliver excellence in service and permanent references in Customer Care;
•	Measuring and assessing the team members providing performance feedback to each team member, creating improvement plans to develop individual skills, implementing specific training programs to create excellent performance levels in every team member;
•	Managing the goodwill budget according to pre-defined policies but also understanding which customers need exceptional compensation and suggesting the amount;

Head of Resolution

Optimus

PMO team member in the Optimus Customer Experience program.

Product Manager at the Customer Experience Management Team

Sonaecom

Project Manager

Customer Experience team Member

I shared the responsibility for the Management of the Customer Experience Area, aiming for maximum Customer Satisfaction through:
- Customer Processes definition, implementation and optimization
- Coordination of the activity of the Customer Support Areas (Call Center, Retention, Invoicing and Collections) and Customer Centers 
- Customer communication and information management

I also shared the responsibility for the definition and set-up of the new Provisioning Processes and Customer Care Procedures.

Customer Experience

Tele2

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:

- Monitoring of Service Level Agreement Values;
- Auditing of both Incoming and outgoing calls- Front Office;
- Auditing of Retention Calls;
- Auditing of written communications;
- Definition and application of processes and procedures related to Customer Service;
- Monitoring Up and Cross Selling Implementation;
- Ensure the exchange of relevant business information on a regular basis to service providers to enable the proper sizing of the Call Center's man power.

Call Centre Coordinator

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:
- Front Office Retention (Residencial and Business Inbound and outbound Calls)
- Written Communications 
- Mailing Center (Incoming and outgoing mail and Archives) 
- Some Outbound Telemarketing Campaigns

Call Center Coordinator in uCall

Responsible for ensuring Call Center Supervision of the following teams:
 - Inbound Calls (Front Office)
 - Outbound and Inbound Marketing Campaigns
 - Outbound and Inbound Retention

Call Center Supervisor in ESCC and uCall

Call Centre Assistant in the Bacline, responsible for placing outgoing calls to customers regarding the following main subjects:
- retention of customers
- complaints follow up and closure
- communicate payment agreements or their denial

Call centre Assistant  (Backline) in ESCC

Front Office Assistant, responsible for taking incoming calls from customers, related to debts, payment issues, internet difficulties, commercial information about Oni Products and services and also complaints about the sales force, the phone service among other issues.

Call centre Assistant (FrontOffice) in ESCC

Vice President of Customer Support na Pipedrive

With a background +20 years working for large multinational organizations with multi cultural teams in different countries, I have been able to combine a Management with a hands on approach and Contact Centers skills. I am a very passionate person who believes in team work as the most important tool in any organization. Being part of great teams and having a positive impact in the lives of people around me are very important to me

taplio

The Battle

Marcos G.

Mara Vicente

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