Rita Costa Neves - VP of Product & Operations, Swogo, a 1WorldSync Company

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Work Background

1WorldSyncDirector of Category Management

Jan. 2023London, England, United KingdomAfter Swogo was acquired in March 2022, I became the Director of Category Management for Product Bundles, responsible for: - Leading a team of 20 across Category Management, Customer Onboarding (Technical Implementation), and Customer Tech Support. - Implementing AI solutions (including ML & rule-based systems) across production to optimise processes, streamline and enhance operational workflows, identify areas for improvement, and implement best practices. In a three-month period, this resulted in a 69% reduction in manual labour and a 33% increase in daily productivity.

Swogo, a 1WorldSync companyVP Product & Operations

Dec. 2021London, England, United KingdomJoined Swogo as the first employee in Lisbon, Portugal in April 2016. Within two years, I was promoted to the executive team and relocated to London, where I worked alongside the CEO, CTO, and VP Finance until the company was acquired by 1WorldSync in March 2022. My role involved building and leading operations, which included running a team of 25 across Product and Project Management, Category Management, Customer Onboarding (Technical Implementation), and Customer Support. Key achievements: - Promoted 5 times in 7 years, joined the Executive Team, and remained until the company was acquired. - Built a production team of over 25 employees from scratch within 1 year, handling recruitment from start to finish. - In 2018, 50% of churn (key business problem/priority) was driven as a result of bundle quality challenges. Created and automated operational processes, leading to a 76.75% improvement in bundle quality within 6 months . - Reduced the size of the Tech Support team from 4 to 1 and introduced the support ticketing system (FreshDesk), resulting in a 52% reduction in ticket volume, response time improvement from 33 to 12 hrs and a customer satisfaction rating of 5/5, within 6 months. This was achieved by introducing an SLA , standardising requests and time zone coverage. - Created the Customer Implementation Process which reduced implementation times by 28% in 2020 (introduced agile project management and the use of Jira software). My experience at Swogo taught me how to build and lead high-performing teams, develop and implement innovative solutions, and drive results in a fast-paced environment.