- I was brought to Agibank at a time when the company was expanding the brand and starting their digital transformation to become a complete financial platform.- As Channel and UX Manager, my mission was to reframe the bank's customer care and sales channels, which at that time needed to be optimized in order to increase sales conversion and customer satisfaction.- In this opportunity, I led the team responsible for planning and implementing the Digital Channels evolution… Show more - I was brought to Agibank at a time when the company was expanding the brand and starting their digital transformation to become a complete financial platform.- As Channel and UX Manager, my mission was to reframe the bank's customer care and sales channels, which at that time needed to be optimized in order to increase sales conversion and customer satisfaction.- In this opportunity, I led the team responsible for planning and implementing the Digital Channels evolution strategy.- Our first tasks were to create a new customer service channel via WhatsApp and initiate the reformulation of the IVR service, in order to make the service more efficient and humanized. In addition supporting the company on the launch of the new mobile applications (AGI and Vendors App), as well as improving the customer experience on AGI's online banking.- I was also responsible for leading the improvement of customer experience at ATMs aiming to minimize withdrawal costs by launching new features. Show less

- After the acquisition of Nextel by Claro Brasil, I was assigned to be the Intelligent Virtual Assistants Manager of Claro.- My main assignments were to strategically lead the team responsible to create and improve the customer service and sales channels via WhatsApp (5M contacts per month), Google RCS and Amazon Alexa.- My first mission in this new role was to merge and integrate the team that came from Nextel and the team that had been working together since 2019 in Claro… Show more - After the acquisition of Nextel by Claro Brasil, I was assigned to be the Intelligent Virtual Assistants Manager of Claro.- My main assignments were to strategically lead the team responsible to create and improve the customer service and sales channels via WhatsApp (5M contacts per month), Google RCS and Amazon Alexa.- My first mission in this new role was to merge and integrate the team that came from Nextel and the team that had been working together since 2019 in Claro (approximately 60 people under management).- The team was composed by: Coordinators (Technology & Quality, Products & Agile and User Experience); Product Managers; Agile Masters; Business Analysts; UX Team; Developers Team; Quality Assurance Team;- In addition, I had the opportunity to: Enhance Claro's WhatsApp customer service indicators; Internalize the sales service channel via WhatsApp; Create the customer service channel via Google RCS; Structure a knowledge base to support these channels; Increase the use of Amazon Alexa (still on an experimental basis) by Claro customers through the implementation of new transactional features. Show less

- Nextel's case is viewed as one of the most successful turnarounds in Brazil in recent years, taking the company from a possible chapter 11 in 2017 to a successful billion-dollar M&A with America Móvil/Claro in 2019. - I was promoted to Team Manager at Nextel after we achieved many great results throughout the year of 2018 (increase of customer satisfaction and resolution rate of the digital customer care channels and consequently reduction of operational costs).- The main goal… Show more - Nextel's case is viewed as one of the most successful turnarounds in Brazil in recent years, taking the company from a possible chapter 11 in 2017 to a successful billion-dollar M&A with America Móvil/Claro in 2019. - I was promoted to Team Manager at Nextel after we achieved many great results throughout the year of 2018 (increase of customer satisfaction and resolution rate of the digital customer care channels and consequently reduction of operational costs).- The main goal in 2019 was to seek the best results in terms of operational efficiency, channel resolution and customer satisfaction, in order to prepare the company for the future merger with Claro Brasil.- By that time I had the opportunity to share the experience of building, implementing and improving Nextel's digital customer services on some important occasions.- I was responsible for 5 cross-functional squads and had 35 people under management working on the continuous evolution of the following products: IVR application (2.5M calls/month), Genesys CTI platform, customer service virtual assistant via WhatsApp (500,000 contacts/month) and FAQ and knowledge base on digital channels (App and Website) (200,000 views/month). Show less

- In 2018 I became coordinator of the newly created Digital Customer Care team and we kept improving Nextel's IVR achieving great results. - As a consequence I was given the opportunity to lead the implementation of a new customer service channel via WhatsApp, that, at the time, had just been made available for use by companies through the recently launched business accounts.- Nextel's WhatsApp customer service first MVP was launched in December 2018 and used only by employees… Show more - In 2018 I became coordinator of the newly created Digital Customer Care team and we kept improving Nextel's IVR achieving great results. - As a consequence I was given the opportunity to lead the implementation of a new customer service channel via WhatsApp, that, at the time, had just been made available for use by companies through the recently launched business accounts.- Nextel's WhatsApp customer service first MVP was launched in December 2018 and used only by employees in order to improve the NLP and consequently the intelligence and resolution rate of the system. Show less

- With the start of Nextel's digital transformation and consequently the creation of the Digital Channels area in 2016, I became the Product Owner responsible for the IVR application of the company (2.5 million calls/month). - In this role I managed the product continuous evolution strategy, the roadmap of new features, the costs and risks involved in the implementation of this roadmap as well as the evolution of the key results.- In 2017, I led the squad through the… Show more - With the start of Nextel's digital transformation and consequently the creation of the Digital Channels area in 2016, I became the Product Owner responsible for the IVR application of the company (2.5 million calls/month). - In this role I managed the product continuous evolution strategy, the roadmap of new features, the costs and risks involved in the implementation of this roadmap as well as the evolution of the key results.- In 2017, I led the squad through the construction of a new IVR application (Java/Node.Js), entirely built to run on cloud environment (AWS), using a microservice architecture and the best practices of continuous implementation, continuous delivery and software quality assurance tools (Git, Jenkins, SonarQube, Kibana, Grafana), focusing on an agile development model (Scrum/Kanban). - Doing so, we were able to increase the delivery rate, with a minimal rollback rate avoiding impact to the end customer during implementations and bringing great value to our customers, generating mutual benefits. Show less

- I was initially hired at Nextel to work in the IT department, more specifically to be the Technical Leader responsible for the IVR application, at the time, the company's main and most critical customer service channel. - As Technical Leader, I was responsible for leading the team that implemented a new humanized IVR model that replaced the old traditional robotic IVR, with that, achieving an important improvement in containment rate and a significant cost reduction.

- Development and implementation of a new IVR application for Vivo/Telefonica (Java, Javascript).- WebServices development (Java).- CTI platform Migration (from Avaya to Genesys) and development of new call routing strategies for Genesys platform.

- Development and implementation of GVP IVR application for Nextel Chile.