Jessica Castro Email & Phone Number

São Paulo, Brazil

Brazil

Remote

Squad responsible for managing and building the relationship experience between Dr Cash and B2B/B2C customers. Aims to deliver a positive experience, with operational excellence that allows the company to scale and contributes to improve the balance between costs and revenues in our products/iniciatives.

Remote

Deliverables from the squad:Integrated the new partner Parcelex to our Saas Platform increasing the approval rate for loans to medical treatments for our B2B customers.Automated manual flows and contributed to improve the internal product (backoffice) fostering company operational efficiency.Build and Delivered with external software contractor two core features: Financial Dashboard (show key performance indicators in sales to our customers) and Invoices (allow customers to manage their payments to Dr.Cash and follow up on their subscription plan).

Remote

Brazilian Fintech/Healthtech in a mission to give broader access to medical, dental and aesthetic services to all Brazilians through credit. In a mission to broaden the access to Health and Beauty services to brazilians.Activities and Highlights: - Co-creator of Agility Committe to foster agility culture and help perpetuate our own Dr.Cash Product Management Method, co-created with Verity (Consulting Company)- Create and Structure Product Operations area from 0 based in 5 pillars: Tooling, Data, Experimentation, Process Optimization and Product Strategy Implementation and Cross Organisation Communication and Legitimacy (POPs Wheel model available here: https://medium.com/@jessica.castilho.castro/my-pre-onboarding-to-product-operations-7b00a7ba8d0)- OKR Review - Global and Q3 - Contribute to establish and Evolve best practises adapted to our business regarding OKR Methodology.- Re-implement RD CRM/RD Marketing cross teams and connected to Product Team Vision and Strategy

Montpellier, Languedoc-Roussillon, França

Swile is a French start-up that provides solutions to employee engagement through its card and application. I joined Swile right before it became an unicorn and when it was about to expand internationally. Frequently, I've engaged on projects in Product and Business Operations on both countries at the same time. Activities and Highlights : - Co-developed, launched and discontinued our MVP and Brazilian beta operation in 2020. - Took part in Swile and Vee Benefícios Merge, documenting and comparing french and Brazilian products and care operations, facilitating interactions and being key to communication and best practice exchanges. - Articulated the Customer Journey Mapping with Brazilian teams, using User Story Mapping Methodology. Material recovered and extensively used by BR and FR product and engineering teams. - Coordinated French and English Help Center updates and Internal Knowledge base evolution cross teams with subject experts.- Provide customer support to end users and HR admins for our solution

São Paulo E Região, Brasil

Nubank is a Brazilian Neobank and the largest fintech bank in Latin America. It is headquartered in Sao Paulo and has operations in Brazil, Mexico and Colombia. I've joined the start up among its first 400 employees, when it had less than 1 million customers and just the credit card product, leaving when it had more than 3000 employees, around 20 million customers and had become multi-product. I've acted in a wide variety of CX positions, building a multidisciplinary and complete CX profile. As Operations Specialist I was the main point of contact to daily operations coordinating communication between internal and outsourced cx teams, monitoring FRTs, SLAs and headcount, also acting as key stakeholder during critical circumstances (crisis management).As Product Specialist (Debit Card Team) I built the bridge between Engineers, PMs, PMMs, Designers and Operations for Debit Product.- I've participated in the construction of the product roadmap and influenced it's progress- Pointed out risks, needs and constrains from an operational point of view to new features, changes in UX flows, tests and any process or product modification for final customers or our Internal CX team (backoffice changes).- Handled all Customer Support Knowledge Base, Help Center, Chatbot Replies and Macros for debit flows with the help of a team composed of 4 people. - Launching Purchases for online debit and debit virtual card

São Paulo E Região, Brasil

Leading quality team and programme in Nubank's Digital AccountAs main responsible for Nubank's Digital Account Customer Experience Quality I have structured and coordinated the execution of all projects and routine tasks concerning Customer Support Quality. - Led a team of 5 quality analysts.- Assured the monthly monitoring, analysis and constructive feedback to negative evaluated customer interactions from more than 1000 agents, distributed in 1 internal operation and 3 outsourced centers.- Work closely with product and business teams on improvements to processes, UX and product based on quality Insights. - Create, implement and review action plans to improve the CSAT. In 6 months we've successfully increased from a bit over 40% up to 50% all our customer interactions by phone, chat and email with the highest evaluation at Nubank's (5 out of 5 or WOW level)

São Paulo E Região, Brasil

Leading directly a team that ranged from 15 to 20 customer experience analysts during one year. Our team managed to have 5 analysts promoted from junior to senior level and 2 being promoted to other career tracks in the company.Coordinated the onboarding of all newcomers to the cx team, delivering 4 onboardings sucessfully and adding around 70 analysts to the team.

São Paulo E Região, Brasil

Provided an emphatic and high quality support, answering clients requests through chat, email and telephone.Co-developed internal processes and engaged in projects to evolve customer service quality, operations and contribute to product development. Highlights: - Chosen to represent the CX team in institutional video that had more than 20K views in YouTube platform. - Worked among the first 15 CX team members to launch Nubank's digital account, seeing it grow from 0 customers in 2017, to more than 20 million customers in 2020, when I've left the company. - Designed and implemented the bugs internal mapping process, registering, monitoring and weekly prioritizing its resolution with the different Product Managers and engineers. - Structure, implementation and tracking of results to Nubank's wow project into the digital account, assuring that more than 70 customers received a memory from a special interaction with the customer team in the first quarter of 2018.

São Paulo E Região, Brasil

Danone is a leading global food & beverage company founded in France, which invests on health-focused and fast-growing categories in three businesses: Essential Dairy & Plant-Based Products, Waters and Specialized Nutrition. As sales intern and soon afterwards commercial analyst from Specialized Nutrition Business United I have: Provided operational support to sales stakeholders from the distributors channel (2016) and national medical sales team (2015). Provided performance presentations and/or sales data of our distributors to managers. Managed the distributors area budget, conducting payments and following up on contracts of our vendorsOffered support to Medical Sales team from South, SP and Rio de Janeiro Regions, answering the daily requests of more than 100 field sales representatives. I've helped with promotion materials, organization of events with the medical community and technical assistance with their working equipment.

Aiesec Na Puc

AIESEC is an international youth-run, non-governmental and not-for-profit organization that provides young people with leadership development, cross-cultural internships, and global volunteer exchange experiencesProfessional Programme Exchange Manager in Sao Paulo PUC-SP University (2015) : Final responsible for delivering professional exchange experiences to students at PUC-SP, UNIFESP and Rio Branco Universities in Sao Paulo. Coordinating a team of 10 people, we had 200% growth versus 2014, delivering 17 exchange experiences. March 2014 - December 2014 - Junior Project Manager

São Paulo E Região, Brasil

Experience with academic research, where I could : Investigate the main topics in the fields of domestic policy and foreign policy of United States and design briefings of US Economy.

São Paulo E Região, Brasil

Created tailor made market research reports for British companies from Creative Industries, Education & Training, Retail, Food & Drink Sectors. Organized International Trade Missions.

Product Discovery, Product Management

Activities and Societies: Formação Completa em Product Discovery para condução do processo ponta-a-ponta e comunicação adequada com.

Product Management

Reference course in Brazilian market to become a Digital Product Manager, offers a broad notion of key concepts and practices. Product.

Master Em Gestão Da Experiência Do Consumidor I Master In Customer Centric Marketing, Business, Management, Marketing, And Related Support Services

Master from one of the most respected Marketing Schools in Brazil. The course presented the fundamentals of Customer Centric Marketing.

Atualização Em Gestão De Pessoas I People Management Course, Human Resources Management/Personnel Administration, General

Course designed for future or current leaders which taught about Team Management, Training and Development of Team Skills and Team.

´Bacharel, International Relations And Affairs

Activities and Societies: 2011 - 14º edition of American Model United Nations. Universidade de Brasília, UNB, 60th Anniversary of the 1951.

Exchange Programme, International Business

Education record