Product & AI
Merakuest
Product & Project Lead · Live beta
A gamified language-learning product in live beta that teaches Bulgarian through an RPG-style chapter map, checkpoints and boss battles.
Project Manager | Operations, Process Improvement & AI Products
Pedro Cohen
Project Manager with 5+ years in regulated financial services, delivering process improvements, operational dashboards and cross-functional projects.
At DEGIRO, Pedro led service-desk projects that improved first-contact resolution by ~25%, reduced escalations by ~15% and cut average project delivery time by ~20%. He builds Jira-integrated operational dashboards, writes SOPs and coordinates 15+ stakeholders across Customer Service, Product and Engineering. He uses AI tools (Claude, Windsurf) to prototype solutions and accelerate specification.
Selected impact
Concrete results from operational and project work.
~25%
First-contact resolution
Improvement in service-desk first-contact resolution through clearer triage and documentation at DEGIRO.
~15%
Escalation reduction
Reduction in escalations after introducing triage workflows and better routing at DEGIRO.
20%
Faster project delivery
Average project delivery time reduction while coordinating 15+ stakeholders across Customer Service, Product and Engineering.
15+
Stakeholders coordinated
Cross-functional delivery across Customer Service, Product and Engineering on service-desk projects at DEGIRO.
Selected work
Products, dashboards and process improvements that show how Pedro combines project management, operations and AI-assisted development.
Operations & Process Improvement
Service Desk Operational Dashboards & Reporting
Process & Project Manager · Live internal tool
Operational dashboards that integrate Jira and internal tools to give leadership a single view of project progress, service-desk performance, priorities and team workload.
Operations & Process Improvement
Service Desk Process Improvement Programme
Process & Project Manager · Implemented improvements
Redesigned how the team handles chatbot, email, FAQ and self-service channels, with clearer triage, better routing and repeatable procedures.
How I help teams win
Four areas where Pedro can add value from day one.
Project & Program Management
Scoping, planning, risk tracking and cross-functional delivery for operational and product initiatives.
- Project scoping & scheduling
- Stakeholder management
- Risk & issue tracking
- Status reporting
- Agile & iterative delivery
Process Improvement
Mapping, documenting and optimising workflows so teams can repeat success and reduce friction.
- Process mapping
- SOP design
- Triage & routing
- Workflow automation
- Quality checks
Data & Reporting
Turning operational data into dashboards and reports that support fast, evidence-led decisions.
- Jira dashboards
- Operational KPIs
- Executive reporting
- Data analysis
- Spreadsheet & BI tools
AI-Assisted Development
Using AI tools to accelerate specification, prototyping, QA and workflow design while keeping humans in the loop.
- AI-assisted development
- Multi-agent workflow design
- Prompt engineering
- Product specification
- User feedback loops
Experience
Roles and impact across service-desk operations, process improvement and project coordination.
Associate Service Desk Process and Project Manager
DEGIRO · Mar 2026 — Present
Lead service-desk projects and process improvement initiatives across chatbot flows, email communications, FAQ content and self-service tooling for client-facing operations.
Service Desk Process and Project Manager Analyst
DEGIRO · Sep 2024 — Mar 2026
Supported end-to-end service-desk process improvement projects across chatbot, email and FAQ channels in line with operational and customer experience goals.
Associate Trading Manager
DEGIRO · May 2021 — Sep 2024
Managed corporate actions, trading support and compliance processes in a regulated financial-services environment.
Operations Manager
Telus International · Jan 2020 — May 2021
Coordinated high-volume operations during a critical COVID response period, helping maintain service continuity and team effectiveness under pressure.
CEO & Digital Strategist
Spider CT · Sep 2016 — Jan 2020
Managed sales project teams and digital projects from concept to completion, with a focus on client satisfaction and repeat business.
Hire Pedro for project, process or AI-enabled operations roles
If you are hiring for Project Manager, IT Project Manager, PMO, Program Coordinator, Process Improvement or Operations Project Manager roles, Pedro would love to hear from you.