Gil Alexandre Rocha Email & Phone Number

Lisbon, Portugal

Lisbon, Portugal

Building on previous initiatives, I have continued to drive relevant improvements in customer experience and operational efficiency, while remaining focused in further increasing chatbot acceptance with our users. My main two functions included:SuperTOBi - GenAI Pilot: Coordinated the migration of a key transactional journey to a fully conversational experience with Azure OpenAI. Analysed the proposed journey for opportunities that leveraged GenAI's benefits and capabilities and met current system limitations, designed the experience to maximize said capabilities and allocated technical resources that carried the development of the pilot. The resulting journey returned lower session times, a 10-20% improvement in NPS, and much higher first-attempt success rates when compared to the non-conversational journey.Business Analyst for TOBi UX/UI: Mapped and improved high-volume customer journeys in close proximity to the quality and complaints team. Planned and executed an attrition reduction plan, bringing TOBi closer to human support squads, and integrating TOBi's automated capabilities in traditional customer service processes. These efforts boosted customer satisfaction (NPS) and reduced service costs through increased self-service sessions and improved customer service efficiency (FCR).

Lisbon, Portugal

In this one year internship program I was tasked with developing a Communication Plan aimed at increasing traffic for Vodafone's TOBi Chatbot, while also improving customer acceptance of digital channels though customer lifecycle and touchpoint improvements. Collaborating with multiple internal stakeholders, including 15 international Vodafone markets, the plan's initiatives had a significant contribution to the channel's +90% increase in offered TOBi sessions during FY2223, and laid the ground to longtail process and efficiency improvements that will help our customers sustain these newly acquired digital habits.

Lisbon, Portugal

Remote, Gurgaon (India) And Bucharest (Romania)

Master'S Degree, International Management

The International Management Master at ISCTE is a wideband program focused on delivering its graduates a highly competitive degree.

Bachelor'S Degree, Marketing Management

Some highlights: Strategic Marketing and Communication (17/20) International Marketing Project (16/20) Business Strategy (16/20) Retail.

Ensino Secundário, Ciências E Tecnologias, 17/20

Black Belt - Kukkiwon: World Taekwondo Headquarters, Taekwondo