Tiago Fernandes

Revolutionizing the customer care industry building the largest platform for human-like expertise.

• Certified Scrum Master, managed a Team consisting of 20+ developers in Backend, Salesforce, Frontend, iOS, Android and QA, increasing delivery performance. • Expert in software development cycles, introduced Scrum as a development methodology to the whole Organization, from IT Dev Team to C-Level. • Managed the creation of new iOS and Android native applications from inception to delivery. • Promoted test coverage as a mandatory step in the development cycle.

• Responsible for Frontend project planning and architecture for the smooth platform migration from Django to Ruby on Rails. • Key stakeholder on Frontend decisions for a complete face lift on DeinDeal website. Coordinated the project with the Product Team and external UX specialists, managed directly the C-Level expectations and helped define an MVP. Later executed the plan in cooperation with local and nearshore IT team. • Helped setting up a nearshore team by teaching and mentoring new members.

Yoursalesplace is a cars selling platform created to bring customers and dealerships together simplifying the dealers daily routine. • Drafted the business plan. • Acquired new customers by presenting and selling the product door to door. • Designed and built an intelligent crawler system that would crawl dealerships existing websites to reduce to zero the time they would have to spend adding advertisings on the new platform.

Optimus (Now NOS.pt) is one of the top four mobile communication companies in Portugal. I was part of Internet & Wireless Service's project management team. • Managed the build of the first native Customer Care app (iOS and Android); coordinating marketing, external UX agency, pre and post paid backend systems, QA, Customer Care and the IT Dev Team. • Collected and analyzed requirements, proposed solutions for improvements of the main web portal and managing the budget and implementation.

• Supported the migration from Siebel 6.3 to Siebel 8.0 and Order Management System, interacted with customer care to identify inconsistencies, performed bulk database fixes. • Organized task forces together with post/prepaid billing, middleware and development teams to clear backlogs. • Performed Siebel 6.3 production support tasks (analysis, test and maintenance). • Rectified customer Service data inconsistencies generated by the legacy development.

The NetEmprego website is a website managed by the Portuguese government that serves as a recruitment platform for professionals in the national and international job market. • Ensuring the website's accessibility accordingly with the guidelines defined by W3C. • Change pages to guarantee feature compatibility with and without JavaScript. • Guarantee cross browser compatibility (IE, FF)

The Vodafone Unified Front End (UFE) goal is to consolidate in a single application, business processes used in Vodafone's customer service. - Analyzed Customer Care processes, use cases and pain points. - Proposed new Flows integrated into a unified application. - Did feasibility analysis on proposed projects. - Managed the integration of call center application into UFE so that the assistants could receive calls and have all the information related to the client at the same time.