Camila Passos Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

São Paulo, Brasil

- Working closely with the Engineer team to translate regulatory requirements into product specifications and features, ensuring compliance throughout the development process.- Collaborating with cross-functional teams (Controllership, Legal, Compliance, and Risk) to understand and ensure compliance with regulatory requirements related to securitized loans.- Mapping out and documenting the regulatory landscape for securitized loans, identifying key requirements and applicable regulations.- Conducting regular assessments to ensure adherence to regulatory requirements, identifying any gaps or areas for improvement.- Developing and implementing processes and controls to monitor and track compliance with regulations, including reporting and documentation requirements.- Supporting the creation and maintenance of regulatory documentation, including policies, procedures, and manuals related to securitized loans.- Collaborating with external partners and regulators to facilitate regulatory reviews and audits.

São Paulo, Brasil

As a Product Operations, I had the privilege of working within the Center of Excellence (CoE) team in the Product chapter at Nubank. During my time in this role, I focused on various activities to strengthen the Product community and drive excellence in our Development process.- Develop and implement training programs for senior leadership to equip them with the necessary skills for driving product success.- Develop and maintain frameworks, templates, and tools to standardize processes and optimize efficiency within the chapter.- Collaborate with other CoEs and cross-functional teams to foster collaboration, alignment, and continuous improvement across the organization.- Track and analyze key performance metrics and trends within the chapter to identify areas for improvement and drive data-driven decision making.- Build a strong Product community through the organization and management of a calendar of rituals and events for the Product chapter.- Collaborate with the People & Culture team to review and improve the leveling and evaluation processes within our organization- Support the recruitment process for new chapter members, ensuring a smooth integration into the team.

- Build team dedicated to improve communication and support between Product, Engineer and CX Teams, with presence in over 10 squads at Nubank. - Jira Service Desk implementation in 5 squads to provide support for internal and final customer. The system receives over 1k tickets per month with CSAT rating over 4.7- Designed process to support product launching to final customers and CX Operations, coordinating teams responsible for the CX launches of Nubank's new App Home Page, Apple Pay and internal CX platforms.- Provide recurrent data to support prioritization for Development teams, coordinating Voice of Customer analyses of up to 4 thousands feedbacks per month, including final and internal customers.

São Paulo E Região, Brasil

- CX Process Manager at Authorizer and Card squads, responsible for the customer journey of receiving and performing transactions with multiple payments methods. - WhatsApp Pay integration: responsible for mapping CX journey, testing and reporting bugs for both Nubank and Facebook engineer team, providing information to support prioritization process.- Purchase Receipt Flow: identification of pain point on customer journey, mapped customer needs and data for discovery, participate on whiteboard and built with engineer team the technical specification. As a result, 90% of the cases were automated, reducing the journey from up to 3 business days for only a few minutes. - Improve on Denied transaction flow: mapping and prioritizing opportunities on notifications and screens, increasing from 25 to 40% the amount of tickets deflected by our FAQ and IA systems. The actions reduced on R$ 500k YTY our CX costs. Created dashboard to monitor CX queues related to authorization issues, that guaranteed visualization for the whole Development team.

São Paulo E Região, Brasil

- Customer Excellence Analyst at Squad Chargeback- Redeveloped and implemented new training program, supporting changes on the Chargeback process and improving experience for over 100 analysts. - Trained first BPO (Business Process Outsourcing) team, enabling team escalation. - Awarded as best analyst for CSAT rating three times in a row.

Salvador E Região, Brasil

Department of Development and Urbanism - as of March 2017- Elaboration of urban projects for Salvador, with participation in the feasibility project for the city's new Convention Center- Design of maps with socioeconomic indices of the city- Study groups on urban legislationSalvador Cidade Global Office - from October 2016 to March 2017- Direct assistance to the City Hall's International Affairs Advisor- Participation in special projects carried out by the agency, such as Salvador Canto Skol and Unesco's Cidade da Música

Salvador E Região, Brasil

Monitor in the discipline History of Urbanism and Urban Planning under the guidance of Professor Thaís Rosa.

Salvador E Região, Brasil

Realization of executive projects and interior details in AutoCad and development of modeling in SketchUp.

Salvador E Região, Brasil

Participation in architectural and interior design projects, contact with customers and suppliers, drawings in AutoCad, development of digital models and technical drawings from SketchUp and Revit Architecture.

Salvador E Região, Brasil

Event production, relationship with customers and suppliers, registration and preparation of drawings in AutoCad and digital models in SketchUp.

Graduação, Architecture

Graduação, Architecture Design And Technology

Intercâmbio pelo programa Ciências sem Fronteiras