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.
• Quality Program Management (company-wide) process improvement (checklist, sampling, insights generation, continuous improvement);
• Governance of Quality-related OKRs within all squads/business units;

• 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;

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.
• 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:
• 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);

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.
• Coach and develop a team with weekly 1:1 meetings and… Show more
• 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.

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:
• 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;

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.

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.