Felipe Andrade personal email
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My passion is to conceive and improve products and experiences, using an empathetic and analytical approach always focusing on the customer.I believe in the power to improve ourselves through continuous learning and self-development.Curious and determined, I love to solve problems and to work on cross-functional initiatives. And through a questioning and critical point of view I always seek to be an agent of change.During my entire career I worked in customer related positions and in multidisciplinary tasks. Therefore when I reached the Product Manager role it was very fulfilling (and almost natural) to be the owner of the product, building a vision and delivering new and better functionalities to our customers. On top of that I was able to improve my skills in prioritization, communication and strategical thinking.I'm always searching new ways to challenge myself, following my passions and leaving my contribution everywhere I go. Now as a Digital Product Manager in one of the biggest CPGs in the world I've received the opportunity to impact many lifes and businesses globally.Product manager | Data science | Vision and strategy | Roadmap | Discovery e delivery | Design thinking | MVP | Hypothesis validation | Value proposition | Feature definition and prioritization | Customer centric | Stakeholder management | Innovation | Agile | Data analysis | User research
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Global Product ManagerBees Sep 2022 - Present- In charge of the customer Help & Support in-app experience.- Responsible for tailoring and improving the Customer Service tools based on the Zendesk platform for different operations around the world.- Acknowledged as a Product Management reference, managed and coached junior team-members in improving their product skills.- Conducted discovery based on data analysis, users and internal stakeholders interview.- Led and collaborated in cross-functional ideation sessions with designers, engineers and commercial team.- Increased request selection effectiveness by 10pp and reduced ticket submission time by 10 seconds through improvements on the customer experience.- Reduced delayed tickets by 70% with better routing rules to the correct agents.- Reduced by 40% the number of unsolved requests through the implementation of guidelines and OCR image validation tool. -
Global Associate Product ManagerBees Feb 2022 - Sep 2022- In charge of product and tools for support agents.- Conducted discovery, user interview and prototype testing in collaboration with the Design team.- Delivered 200kUSD of annual saving through the implementation of a new platform for decentralized request solvers.
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Publishing Operations ManagerNzn Jul 2020 - Dec 2021Curitiba, Paraná, Brasil- Responsible for 40 million monthly users in some of the greatest web properties in Brazil: TecMundo, Baixaki, Mega Curioso, Minha Série, Voxel and Click Jogos;- In charge of Editorial, Social Media, Data Analytics, SEO and Proof Reading teams;- Acted as Product Owner in the development of an internal tool which reduced in 80% the time for long tail content planning;- Implemented data usage in the content creation process - recent test show 200% improvement in pageviews vs. the website total average;- Improved the content strategy focusing on long tail, organic traffic and original articles;- Coordinating cross-team initiatives focused on user retention and engagement in close collaboration with product and development teams;- Managing the development of data science initiatives to improve process efficiency, page views and revenue;- OKR definition. -
Head Of Customer SuccessTecnofit Feb 2019 - Apr 2020Curitiba, Paraná- Manager of all customer relationship teams: Customer Onboarding, Customer Support and Customer Success.- Created the Customer Success operation from square one;- Documented the Customer Journey and identified of pain points, which led to the development of the new Customer Onboarding process focused on success milestones and time to first value;- Consequently, reduced by 40% the churn rate during the adoption period, reached 100% satisfaction with the process and reduced by 33% the onboarding time;- Implemented the Health Score methodology in conjunction with the BI team, allowing CSMs to prioritize customers to contact;- Reduced the churn rate by 50% and the default rate by 70% in a period of 1 year through preventive action and improved customer experience;- Improved CSAT by 5% and TME in 20 minutes, through redesign of the Customer Support operation;- OKR definition. -
Brand Image CoordinatorRenault May 2016 - Feb 2019Curitiba Area, Brazil- Improved brand image ranking: in Argentina from 7th to 5th place, in Brazil from 11th to 10th and in Colombia from 3rd to 2nd;- Coordinated a transversal action plan with Marketing, After Sales, Engineering and Product;- Built the list of must-have features for each market for future products. -
Product ManagerRenault May 2013 - May 2016Curitiba Area, Brazil- Managed the entire life cycle of the Sandero and Logan family in Latin America;- Worked cross-functionally with Design, Engineering and Marketing;- Analyzed customer research data, social and economics trends, and competitors to define vision and strategy;- Defined personas, pain points, value proposition, prioritized features as input for the product road map;- Created limited editions to maintain sales during the decline phase;- Defined new features for the mid-life renewal aiming to sustain the product attractiveness;- Participated in the discovery process of the product's new generation.
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Quality EngineerRenault Sep 2010 - Apr 2013Curitiba Area, Brazil- Reduced by 67% the warranty claims in Colombia through the coordination of a 1.5-year cross-function project;- Developed a methodology to treat customer satisfaction survey;- Process specialist and instructor;- Prioritized and analyzed issues in customers' vehicles using techniques such as 5 Whys, PDCA, Ishikawa and QC Story (9 steps problem solving methodology);- Solved problems working with Engineering and Manufacturing.
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TraineeRenault Jan 2009 - Aug 2010Curitiba Area, Brazil- 3 months of rotation knowing all areas of the company;- Saved R$ 500,000 on indirect production costs through the implementation of paper-saving actions.
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InternWay2 Technology 2006 - 2007Florianópolis Area, BrazilDatabase programing and resolution of bugs reported by customers.
Felipe Andrade Skills
Felipe Andrade Education Details
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Product Management -
Data Science E Analytics -
Control And Automation Engineering
Frequently Asked Questions about Felipe Andrade
What company does Felipe Andrade work for?
Felipe Andrade works for Bees
What is Felipe Andrade's role at the current company?
Felipe Andrade's current role is Product Manager.
What is Felipe Andrade's email address?
Felipe Andrade's email address is fb****@****ail.com
What schools did Felipe Andrade attend?
Felipe Andrade attended Gama Academy, Mba Usp/esalq, Fae Centro Universitário, Universidade Federal De Santa Catarina.
What skills is Felipe Andrade known for?
Felipe Andrade has skills like Project Management, Lean Manufacturing, Automotive, Analysis, Quality Management, Quality Assurance, Automation, Project Planning, Business Process Improvement, Business Process Management, Fmea, Data Analysis.
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