Felipe Andrade Email & Phone Number

- 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.

- 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.

Curitiba, 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.

Curitiba, 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.

Curitiba 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.

Curitiba 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.

Curitiba 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.

Curitiba 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.

Florianópolis Area, Brazil

Database programing and resolution of bugs reported by customers.

Product Management

Online course The journey of the Product Manager. Subjects covered: - Foundations of the product conception process - Discovery - Agile.

Pós-Graduação Lato Sensu - Mba, Data Science E Analytics

- Unsupervised and supervised machine learning - Data wrangling - R

Postgraduate, Project Management, 9

Main topics: - Project management methodologies with practical assignment - Communication, schedule, costs, scope and risk management.

Engineer, Control And Automation Engineering

Activities and Societies: President of the Academic Center of Control and Automation EngineeringMain features of the course: - Strong.