São Paulo, São Paulo, Brazil
I've been working with Digital Products during the past years and I've found my way home :) Helping people, solving problems and making everything easier, faster and smarter is what I am good at. I do believe we can achieve everything we dreamed of, we only have to be around of the best ones and work hard. My skills: Product and Project Management, Fast-learning, Problem Solving, Collaborative Approach, Data Oriented and Results Driven. My experiences: Banking, Payments, Product Discovery, Product Delivery, Agile, Operations, Customer Experience
- Leadership of 4PMs and more than 10 squads through time: channels, customer service, churn, growth, absences and cancellations - Leadership of design team: 3 UX/UI and entire process - roadmap choices, backlog priorization, design critique, user interviews, usability and POC tests. Major Results: (1) delivery of a new appointment journey, (2) new dr.c subscription journey, (3) implementation of csat journey, (4) CMS component creation to mkt team, (5) digital payment methods (pix and payment split).
Digital Banking - Legal Entity Account Tribe: leadership of two squads (15 people) and three products (PJ Account, TED, Brazilian Boletos) - Legal Entity Bank Project: responsible for discovery and negotiation with 3rd parties Major results: delivery of an Acquiring Account to Legal Entity users,an Upgrade Account process, through biometric flow and Bank Slip Issue product Day-by-day activities: (1) responsible for full product lifecycle (strategy, discovery and delivery), (2) stakeholder management (engineering, design, acquiring, onboarding, channels, legal, compliance, growth, sales), (3) responsible to define MVP and prioritize requirements, balancing time, effort, investment and value, (4) Definition and management of KPIs, metrics and product data, reporting results directly to CPO, (5) anticipation of bottlenecks and problem solving and (6) build product processes and procedures.
- Leadership and management of complex cross-multidisciplinary projects and teams: 15 squads and >80 people. - Responsible for development and delivery: Abastecei.ai app rebuild, Grafeno Ecosystem (Grafeno 360, Minutaria, SSO, Grafeno App,), Darwin Seguros APIs, Shopper and Vem de Bolo marketplace, etc. - Product Delivery Chapter Leadership: team with six delivery managers Day-by-day activities: (1) management of project schedules, scope, requirements, SLAs and deliveribles, (2) management of OKRs and KPIs, (3) clear communication goals to stakeholders AND negotiating when necessary, (4) keep all players focused on project deliverables, deadlines and actions plans, (5) ensuring that all are in accordance with Agile.
- Responsible for 8 projects at the same time as Delivery Manager - Responsible for Project Management & Governance: (1) management of backlog, roadmap, rollout plan, risks, requirements, issues and actions plans, (2) steakeholder management and squad allocation, (3) conduction of regular meetings and negotiations (Product Immersion, QBR, X-Sell, Agile cerimonies), (4) set timelines for deliverables and management of priorities, (5) monitor squads closely to meet expected outcomes and timelines. - Responsible for delivery and quality metrics (% delivery, velocity, capacity, burn down, dora metrics, NPS, CSAT, etc.)
- Delivery of a 24/7 CX Attendancy Operation >85k customers - Increased of Reclame Aqui grade to 8.8 - CX Leadership and Management: 25 employees divided in quality, Reclame Aqui, training, CX analysts and tech specialists Day-by-day activities: (1) handle with customer complaints, (2) check of compliance policies and procedures maintenance, (3) regular team training, feedbacks and high standards maintenance, (4) creation of reports and dashboards and share them
- New onboarding and CX trainings: >25 new employees - CX quality & attendancy: responsible to create a customer attendant process, new daily activities through data analysis (Google Analytics, Firebase and hotjar), giving constant feedbacks and action plans. - Responsible to organize projects: stakeholder management, product roadmap, backlog (JIRA), release planning and engineering team dailies
- Responsible for six educational products: digital textbooks, web platform and native app to watch lessons, test game for students and web platform for teachers activities - Responsible for Trainee Project: conduction of statistical analyzes to map and analyze the relationship between technology in private schools and the use of digital products. Results presented to CEO, Executive Committee and school partners