Giovanna Nery Email & Phone Number

São Paulo, Brasil

LLM (Jan-Jul):- Led studies and implemented phased testing and rollouts for AI-based customer support on chat and email channels;- Collaborated consistently with engineering teams, business analysts, and data scientists to optimize solution performance;- Created weekly LLM performance reports for the management team and directors;- Developed strategic reports and recommendations for the Directors’ Decision Forums, focusing on the approval of launches and rollouts.Ops Content (Jul onwards):- Serving as a specialist on the team responsible for content governance in customer support, aiming to enhance human support and standardize the knowledge base for the LLM;- Managing activities and projects via Jira, utilizing agile methodologies and biweekly sprints;- Reviewing and updating FAQ articles for the Nubank app;- Focusing on continuous improvement of content in the Weduka knowledge platform;- Implementing robust governance for content creation and maintenance on the platform;- Working closely with content designers and the Weduka team, aligning on best communication practices;- Analyzing feedback, results, and features to define action plans and drive continuous improvements.

São Paulo, Brasil

- Responsible for analysis and implementation of continuous improvement projects for the phone support channel within the Channels team;- Managing activities and projects through Jira, utilizing biweekly sprints to optimize processes;- Conducting in-depth analyses using Looker and Google Sheets;- Developing SQL code and dashboards in Looker for metric monitoring and data-driven decision-making;- Collaborating with engineering and support teams to ensure performance improvements;- Serving as a strategic and operational liaison with external platform partners, such as Twilio;- Awarded the annual “Just Do It” award for the “Phone Digital Survey” project, which integrated IVR satisfaction surveys into the Nubank app;- Led the “Call Issues” project, successfully reducing call failures on the Twilio platform from 6% to 1.8% in three months.

São Paulo, Brasil

- Responsible for Quality in the Chargeback product, ensuring excellence in support across all channels (chat, email, phone, back office);- Management and optimization of the Playvox platform for quality monitoring;- Development and tracking of key metrics and dashboards (Looker and Data Studio) to support strategic decision-making;- Active communication with internal stakeholders and BPOs to align objectives and drive continuous improvement;- Conducting in-depth results analysis and creating high-impact action plans;- Recognized as a top team performer for three consecutive quarters.

São Paulo, São Paulo, Brasil

Customer service representative within the Acquisition team;Involved in engagement, training, and operational crisis contingency projects.

São Paulo E Região, Brasil

Internship in Internal Communications and Sustainability, responsible for initiatives ranging from announcements to engagement campaigns and events focused on safety, health, and the environment for internal audiences. Key activities included:- Collaborating with Marelli units in Brazil to gather data and implement actions and campaigns;- Regular engagement with the EHS (Environment, Health, and Sustainability) team to address needs and provide periodic reporting on initiatives;- Researching corporate sustainability best practices in the market to recommend adaptations for internal processes and structures;- Supporting the planning and execution of projects and communication initiatives aimed at raising awareness and engagement among employees on key sustainability and corporate social responsibility topics.

Orlando, Flórida, Estados Unidos

Summer job at the Orlando theme parks, working in the merchandise area, focusing on sales and product inventory management. Gained experience in customer service, learning and applying Disney’s standards of excellence.