Market Launch & Customer Success
Supported the Italian FinTech launch through product localization, enterprise implementation, banking onboarding and post-sales process development.
People · Processes · Impact
Beyond the
job title.
I’m Anna, a Customer Experience & Operations professional connecting people, simplifying processes and turning ideas into action.
10+ years of international experience
SaaS · FinTech · Customer Operations
Meet AnnaMy approach & expertise
01Explore my experienceLeadership, SaaS & FinTech
02See what I’ve builtThree practical projects
03People first. Processes that work.
ABOUT MEMy journey has taken me from leading multicultural teams in Portugal to managing strategic clients, supporting a FinTech market launch in Italy and building tools used by international teams.
I bring together customer success, operational improvement and people development. I enjoy making complex work clearer: connecting stakeholders, structuring workflows and helping customers and colleagues move forward.
Customer Experience & OperationsStrategic clients · Onboarding · Implementation
Leadership & EnablementCoaching · Training · Knowledge management
International perspectiveItalian — Native · English & Portuguese — Fluent
Spanish — A2
Spanish — A2
Continuous learningSix Sigma Green Belt · Languages & International Markets degree in progress
A career across people & platforms.
ITALY · PORTUGALSaaS Operations & Product Enablement
Supported B2B clients across Italian, Portuguese and Brazilian markets, investigating technical issues with Jira, Datadog and browser developer tools.
Customer Operations & Team Leadership
Led multicultural teams of up to 25 advisors, combining coaching, quality assessment, KPI monitoring and operational improvement.
Financial Services & Credit Assessment
Reviewed financial and contractual documentation, assessed lending eligibility and applied internal policies and regulatory requirements.
From complexity to clarity.
SELECTED WORK · Open a project to explore01CSM Workflow Tracker
One shared view of the customer journey, from onboarding to go-live.
CSM Workflow Tracker
One shared view of the customer journey, from onboarding to go-live.
The solution
Designed a centralized workflow connecting customer onboarding, technical integrations, banking and payment activation, responsibilities and go-live milestones.
The impact
Created a reusable operational tool adopted by international Customer Success teams to support visibility and coordination across the customer journey.
Illustrative reconstruction. Client names and operational data are fictional.
02International Ticket Tracking System
A shared system for Italy, Spain and France, with technical request templates.
International Ticket Tracking System
A shared system for Italy, Spain and France, with technical request templates.
The solution
Independently designed a centralized ticket tracker, including standardized templates to help colleagues submit clear technical requests.
The impact
Adopted by Customer Success teams across Italy, Spain and France to support ticket visibility, consistent request handling and coordination with Technical Support.
Illustrative reconstruction based on the original system. Sample data only.
03Knowledge Base & Team Enablement
Turning operational knowledge into resources others can use.
Knowledge Base & Team Enablement
Turning operational knowledge into resources others can use.
The solution
Co-developed an international Sales & Customer Success Handbook, owning post-sales content. Created operational guides and training resources for onboarding, implementation and troubleshooting.
The impact
Built reusable knowledge resources to support international teams, consistent workflows, new-hire onboarding and practical knowledge transfer.
Illustrative representation of documentation and training resources.
Prefer the full picture?
Take a closer look at my CV or the complete 10-page portfolio. Both PDFs are in English.
Let’s connect
What could we build together?
Always open to meaningful conversations, new perspectives and opportunities to create impact.