As the Internatinal Community Manager for the first Cyber Threat Intelligence Community on WhatsApp, my role includes strategic leadership in community management and expanding the successful business model to Latin America. I engage and nurture the community, deliver valuable content, and advocate for their interests, positioning the community as a trusted resource in the region.- I developed and implemented the strategy for the Latin American region. This involves aligning the general community goals with the company's overall objectives, identifying key metrics for success, and creating plans to drive engagement, growth, and advocacy.- Build and nurture relationships with key stakeholders within the Latin American cybersecurity community. I also engage with executives, marketing and customer success managers to align community initiatives with broader business objectives. With these initiatives, I managed to grow the community by 260% in 3 months.- Advocate for the community both internally and externally. This includes ensuring that feedback and insights are considered in decision-making processes. Externally, I represent the company at industry events, positioning the company as a thought leader and fostering relationships with key stakeholders. Thus, I implemented customer participation programs in the product roadmap and ensured more than 15% engagement rate on our events.- Analyze metrics, track engagement, and measure the success of community initiatives. The use of data and insights to assess the health of the community, identify areas for improvement, and provide regular reports and recommendations to internal stakeholders. - Play a role in shaping the content strategy, collaborating with marketing and content teams to develop relevant and impactful content, such as case studies, webinars, and blog posts.Are you interested in CTI? Register in the community I manage:https://conteudo.axur.com/pt-br/axur-community

Learning Facilitator of the first Community Management course in Brazil. The role is to support and guide learners through the learning process of managing a Community. The responsibility is to create a learning environment that is engaging, interactive, and conducive to learning, sharing my over 10 years of experience in communities.- I planned and organized one of the Brand Community classes, which is the Nubank successful community management.- One of the hosts for the largest Community Managers meeting all over Brazil.- Responsible for some lectures and being panelists in talks, such as CM Summit.- In charge of benchmarking, strategic support, and advisory meetings.- Provided guidance and support: answering questions and clarifying concepts.- Facilitated discussions and collaboration: fostering collaboration and encouraging participation.- Encouraged reflection and self-assessment, helping learners to identify areas for improvement and develop their own strategies for learning.Take a look at one of classes I taught below!

Manager of one of the 30 best and biggest (official and unofficial) communities in the world. My role is to lead the strategies and operations in communities in Brazil and most recently Mexico and Colombia. My challenge is to plan brand awareness strategies for more than 10 million users, guided by OKRs. On a daily basis, I am responsible for managing a team of eighteen employees + fifty community leaders, in order to encourage and compile conversations made by brand lovers. - I was in charge of creating NuCommunity, Nubank's official community platform, thinking about strategy, implementation and management. We currently have approximately 300k registered users and millions of pageviews + comments. - Manage the partnership with unofficial Nubank communities, such as the Facebook groups Família Nubank (the biggest unofficial brand group in the world) + Nubank Brasil, which together have more than 600k members. - Create and manage activations and projects of organic content coming from communities to marketing platforms (social networks, blog, PR, official and unofficial communities), which generally impact 30 million people.- Manage a team of eighteen employees + fifty community leaders, who saved more than 5 digits in support operation costs through community platforms (support ticket absorption through the platform's staggered support). - Keep converting direct communications to more than 50% of brand lovers (thinking about email opening + use of new products). How about taking a look at the community I manage? http://comunidade.nubank.com.br

Supervisor in the customer experience area, in Chargeback team (issues involving getting money back and purchase problems). I was responsible for managing a 16 customer experience analysts team with the goal of motivating and achieving the macro objectives of the area. My main challenge was the balance between maintaining team engagement indicators and drawing up strategic plans for projects I led, such as training and internal communication.- Managed a 16 customer experience analyst team, motivating, giving feedback and guiding their professional careers.- Maintained the capacity of the service team and monitored the quality, satisfaction and first response time in service, having high levels of satisfaction.- I was in charge of implementing and designing the internal structure of outsourced teams, starting from 20 and growing to 150.- Planned and executed training for new analysts, focusing on internal processes, quality and time spent on work performed.- Created the internal communication agency for the Chargeback team. We had over 100 employees and I planned improvements to the communication process.

My tasks were to provide Chargeback support to customers answering chats, e-mails and calls. Analyze Chargeback flow in the rules of the credit card brand. Collecte feedback and suggestions from customers and prospects. Monitor triage and treat potential bugs and operational issues affecting customers. Restructured weekend shifts and recognition projects at the Chargeback department. Besides being one of the people responsible for answering customers public complaints about Chargeback flow on Reclame Aqui website.

Teaching experience with young learners, teenagers and adults. Basic, intermediate and advanced classes were taught. Applied pedagogical strategies so that students could feel comfortable and confident enough to use English in every situation. Also, trained new employees.

One of the Programa Globalizando creators. Thought of bringing international information to the population related to the daily basis in the form of a radio program. Worked alongside the production department to create and write content for the program. Was responsible for the locution and for immediate problem solving on team communication and team management.