Gabriel Restiffe Email & Phone Number

São Paulo, Brazil

Building Nubank’s world-class CX as a Product!

Reallocation after recent achievements in Bills & Payments. I am now accountable for a consulting team that is focused on data analysis and process improvement across all of Nubank Squads. My core responsibilities are:• Manage and develop directly 7 people managers;• CSAT (company-wide) deep dive and insights generation across all channels and services (FAQs, Auto-replies, Human interactions);• Quality Program Management (company-wide) process improvement (checklist, sampling… Show more Reallocation after recent achievements in Bills & Payments. I am now accountable for a consulting team that is focused on data analysis and process improvement across all of Nubank Squads. My core responsibilities are:• Manage and develop directly 7 people managers;• CSAT (company-wide) deep dive and insights generation across all channels and services (FAQs, Auto-replies, Human interactions);• Quality Program Management (company-wide) process improvement (checklist, sampling, insights generation, continuous improvement);• Governance of Quality-related OKRs within all squads/business units;• Speech Analytics implementation to increase sampling and providing scalable solutions for the company's hyper-growth;• SQL (BigQuery) and BI Tools (DataStudio) usage for creating BI dashboards to map operational and business opportunities, red flags and insights for several squads and business units;• Content Management standardization for unassisted channels such as FAQs and auto-replies; Show less

Accountable for managing two squads (Bills & Payments) within Nubank's Customer Excellence Credit Card operation. Among my core responsibilities are:• Manage a team of 10 Specialists (both individual contributors and people managers); • Squad strategy and Program/Project management;• Process Improvement;• Headcount planning and dimensioning;• Training and development of the operation and my team of process Specialists;• Quality assurance;• Manage the results of… Show more Accountable for managing two squads (Bills & Payments) within Nubank's Customer Excellence Credit Card operation. Among my core responsibilities are:• Manage a team of 10 Specialists (both individual contributors and people managers); • Squad strategy and Program/Project management;• Process Improvement;• Headcount planning and dimensioning;• Training and development of the operation and my team of process Specialists;• Quality assurance;• Manage the results of the internal team and 3 BPOs;Results:• Created, managed and delivered the project to merge both squads, successfully increase efficiency – by reducing required HC (over 100 HC could be allocated to different squads) and maintaining our SLA rates stable and on target;• Increased overall outsourcing (%) from 85 to 95;• Prioritized with engineering an automation of an internal process that increased CSAT (5) from under 30% to over 50%, reduced AHT by over 30% and enabled outsourcing for this specific process;• Auto-reply review to increase deflection of B&P reasons (from ~35% to 50%);• Reduced AHT from 83.5 to 36.1; Show less

São Paulo, São Paulo, Brazil

Accountable for structuring and developing the Quality Assurance area within 99. Among my core responsibilities are: • Filling the role of the Product Owner of the Scrum methodology to prioritize and provide agile deliverables in Strategical Positioning, Continuous Improvement, Efficiency and Development squads in order to structure processes, reporting & analytics and methodologies for the QA area;• Defining the backlog for the Squads to perform during Sprints, while tracking… Show more Accountable for structuring and developing the Quality Assurance area within 99. Among my core responsibilities are: • Filling the role of the Product Owner of the Scrum methodology to prioritize and provide agile deliverables in Strategical Positioning, Continuous Improvement, Efficiency and Development squads in order to structure processes, reporting & analytics and methodologies for the QA area;• Defining the backlog for the Squads to perform during Sprints, while tracking productivity and removing blockers to increase efficiency of the Squads;• Managing and developing a high-performing team of 20 analysts, 4 of them with leadership roles;• Manage stakeholders to work in a fast-paced environment, coordinating collaborating from different areas in order to achieve a common goal (CS-NPS, CPO, Quality Adherence);• Develop a strong leadership team that will empower QA Analysts to maintain high-performing results and provide actionable insights that directly impact our KPIs.Recent Results:• Enhanced reporting dashboards for client areas, providing actionable insights that leveraged the Quality Adherence rate from ~70% to 91% in 4 months, the highest result ever achieved in 99's history;• Almost doubled the QA team E-NPS from 24% to 45% in 4 months. Stakeholder NPS regarding QA area increased to 79% since my arrival at 99;• Reprioritized analysts tasks, and automated the monitoring processes. This action alone saved over 100 hours of productivity per month since implemented. Show less

São Paulo

• Accountable for the management of a high-performance Quality Assurance team in Uber for critical LOBs, handling sensitive issues - both physical and financial - from our end-users; • Build bridges between stakeholders (managers for the following areas: LOB, Project, Operations, Content, WFM), providing thoughtful insights based on audits on how to improve different KPIs, such as Quality Indicators, C-Sat, AHT, SLA, etc;• Coach and develop a team with weekly 1:1 meetings and… Show more • Accountable for the management of a high-performance Quality Assurance team in Uber for critical LOBs, handling sensitive issues - both physical and financial - from our end-users; • Build bridges between stakeholders (managers for the following areas: LOB, Project, Operations, Content, WFM), providing thoughtful insights based on audits on how to improve different KPIs, such as Quality Indicators, C-Sat, AHT, SLA, etc;• Coach and develop a team with weekly 1:1 meetings and daily team meetings, focusing on career path, personal improvement and development, teamwork building, time management, conflict resolution, area improvement;• Manage weekly alignment process between reviewers, guaranteeing that the team is on the same page when auditing support tickets;• Develop Action Plans to enhance Quality Indicators, Customer Experience, End-User Satisfaction using Six-Sigma methodology. Measure the success and Control the improvement through data analysis, process feedback and redesign, and stakeholder management.Recent Results:• Implementation of an auditing BPO in Mexico. Coordinated the training for this BPO, and handled the hypercare process which achieved a 96% alignment score for the new reviewers. This saved up to 800+ hours of productivity/month in our internal QA team so we could focus on strategical decisions;• Developed the action plan to continue measuring the BPO performance, increasing their alignment score by 1%;• Currently working with Project Managers from different LOBs to revamp the communication with our End-User, focusing on an overall better Customer Experience, as well as adapting this communication with the company tone; Show less

São Paulo E Região, Brasil

Accountable for the following Training and Quality processes and projects:• I am responsible for training and developing a high-performance team of 21 members - among Trainers and Quality Assurance Analysts (8 of which were new on their roles); • Quality Assurance for the training of new hires and transitioning agents of chat and phone LOBs, measuring success and developing action plans to enhance performance of several KPIs, such as C-Sat;• Responsible for auditing and… Show more Accountable for the following Training and Quality processes and projects:• I am responsible for training and developing a high-performance team of 21 members - among Trainers and Quality Assurance Analysts (8 of which were new on their roles); • Quality Assurance for the training of new hires and transitioning agents of chat and phone LOBs, measuring success and developing action plans to enhance performance of several KPIs, such as C-Sat;• Responsible for auditing and preparing the Training and Quality team for the COPC audit;• Responsible for developing and guaranteeing completion and accuracy of Fraud-Prevention and Compliance audits;• Elaboration of LOB-wide action plans to enhance and maintain high-performance of several KPIs, focusing on continuing improvement and COPC standards - using Six-Sigma techniques;• Scheduling and organization of the monthly Calibration process to ensure that evaluators are monitoring with expected standards.Recent results:• Improvement of Compliance Quality Standard performance from 78% to 91% - the highest result achieved in the company’s history to date;• Developed the Training & Quality team for 2018’s COPC audit, resulting in another Clean certification result for the company, meeting our Client’s demand for this certificate;• Developed the onboarding action plan along with the Training & Quality Manager for a faster proficiency to new hires, generating ~1,5% better C-Sat results for new agents;• Developed the transaction monitoring Action Plan and RCA that resulted in an increase of 7% in evaluations KPIs, resulting in 8% bonus incentive from the client for August and September 2018 in 5 LoBs;• Responsible for the implementation of the chat Line of Business, transitioning agents from phone to chat. I was able to develop an action plan that exceeded customer satisfaction resulting in 90% C-Sat and a monetary incentive for the company;• I was audited by COPC regarding QA processes and had a 100% score. Show less

São Paulo E Região, Brasil

Pesquisa que teve como objetivo a discussão teórico-metodológica acerca da fotografia, no que concerne tanto à sua interpretação filosófica quanto à sua interpretação antropológica. Sua produção, para além do texto acadêmico, foi um ensaio fotográfico que teve o intuito de colocar em prática as teorias discutidas ao longo do trabalho, em um processo de inter-relação entre o saber e o fazer. A pesquisa buscou enfatizar como se dão as construções de realidades e de verdades através dos meios… Show more Pesquisa que teve como objetivo a discussão teórico-metodológica acerca da fotografia, no que concerne tanto à sua interpretação filosófica quanto à sua interpretação antropológica. Sua produção, para além do texto acadêmico, foi um ensaio fotográfico que teve o intuito de colocar em prática as teorias discutidas ao longo do trabalho, em um processo de inter-relação entre o saber e o fazer. A pesquisa buscou enfatizar como se dão as construções de realidades e de verdades através dos meios imagéticos. Por mais que todos os meios digitais partilhem desta característica, a ênfase da pesquisa foi dada à fotografia, o que não impossibilitou uma breve discussão acerca das artes plásticas ou do cinema. Show less

Master Of Business Administration - Mba, Project Management

Bacharelado, Ciências Sociais, 8,2

Activities and Societies: Pesquisador de Iniciação Científica durante 2 anos, com bolsas do CNPq e FAPESP. Integrante do GRAVI - Grupo de.