Luan Oliveira Email & Phone Number

Brasil

Product: CS (Customer Service)Squad: CDC - Customer HubChallenge: Reduce Average Handling Time (AHT) by 15%.Action: After identifying that 70% of the AHT was due to inactivity, automations and layout adjustments in the Omnichannel were implemented to optimize the support flow. We included automated welcome messages, an expanded interface with clear display of essential customer data, and an alert system for prioritizing and managing inactivity.Key… Show more Product: CS (Customer Service)Squad: CDC - Customer HubChallenge: Reduce Average Handling Time (AHT) by 15%.Action: After identifying that 70% of the AHT was due to inactivity, automations and layout adjustments in the Omnichannel were implemented to optimize the support flow. We included automated welcome messages, an expanded interface with clear display of essential customer data, and an alert system for prioritizing and managing inactivity.Key Results:• 41% reduction in AHT (achieving 273% of the target)• 98.5% reduction in Average Wait Time (AWT)• 9 percentage point increase in CSATKey Learning: This experience highlighted the importance of data-driven decision-making and the implementation of strategic automations to optimize workflow. Show less

Belo Horizonte, Minas Gerais, Brasil

Product: Localiza+ (Services for Vehicle Owners)Squad: Direct Sales (B2B) | AcquisitionChallenge: Increase sales volume and reduce product cost.Action: Implemented a data-driven approach combined with design thinking to redesign the offering process and user experience, creating a Direct Sales System with the possibility of integration into any internal company system.Key results:• 55% increase in sales• 72% reduction in Customer Acquisition Cost… Show more Product: Localiza+ (Services for Vehicle Owners)Squad: Direct Sales (B2B) | AcquisitionChallenge: Increase sales volume and reduce product cost.Action: Implemented a data-driven approach combined with design thinking to redesign the offering process and user experience, creating a Direct Sales System with the possibility of integration into any internal company system.Key results:• 55% increase in sales• 72% reduction in Customer Acquisition Cost (CAC)• 200% increase in salesperson engagementKey Learning: This experience demonstrated the effectiveness of integrating data analysis with design thinking to solve complex challenges. I learned to create solutions that improve operational efficiency, user experience, and financial outcomes. I developed scalable and flexible systems, enhancing my strategic capability in digital products and balancing immediate needs with future growth, solidifying my ability to innovate at the intersection of technology, business, data, and user-centered design.Benchmarking and Competition: Gringo, Zapay, Cart (Stellantis), Zignet, and Sem Parar Show less

Brasil

Challenge: Integrate internal processes across multifunctional teams and improve operational efficiency.Action: Identified and prioritized continuous improvement opportunities based on customer (B2B) and business impact by creating and enhancing internal processes, integrating areas such as data, marketing, product, legal, and finance; created operational dashboards for monitoring the goals and KPIs of the Key Account Managers team; implemented strategies for rebalancing portfolios and… Show more Challenge: Integrate internal processes across multifunctional teams and improve operational efficiency.Action: Identified and prioritized continuous improvement opportunities based on customer (B2B) and business impact by creating and enhancing internal processes, integrating areas such as data, marketing, product, legal, and finance; created operational dashboards for monitoring the goals and KPIs of the Key Account Managers team; implemented strategies for rebalancing portfolios and requalifying key B2B clients.Key Results:• 30% reduction in request cycle time• 70% improvement in visibility of key metrics• 30% reduction in decision-making time• 20% reduction in B2B client churn rateKey Learning: I learned the crucial importance of efficient integration between different teams for the success of an organization. This experience taught me how to balance the needs of various stakeholders while maintaining focus on the business's strategic objectives and customer satisfaction.Benchmarking and Competition: Eventim, T4F, Ingresse, and Eventbrite Show less

Brasil

Product: Online Payments (LATAM)Challenge: Improve the user experience (B2B) in a highly competitive sector, focusing on reducing friction and consequently the Contact Rate.Action: Conducted usability analyses and implemented interface improvements for Mercado Pago (app and website); optimized the Online Payments (B2B) user journey by revising and redesigning the layout, information hierarchy, and CTAs (call-to-action); led initiatives to reduce Payment Refusals, focusing on… Show more Product: Online Payments (LATAM)Challenge: Improve the user experience (B2B) in a highly competitive sector, focusing on reducing friction and consequently the Contact Rate.Action: Conducted usability analyses and implemented interface improvements for Mercado Pago (app and website); optimized the Online Payments (B2B) user journey by revising and redesigning the layout, information hierarchy, and CTAs (call-to-action); led initiatives to reduce Payment Refusals, focusing on better customer communication and “educating” them; developed a new contextual help feature.Key Results:• 30% increase in Payment Link creation rate• 50% reduction in Contact Rate• 20% decrease in payment refusal rateKey Learning: I gained a deep understanding of how small improvements in user experience can have a significant impact on key business metrics. This experience reinforced my ability to translate user insights into practical and measurable solutions.Benchmarking and Competition: Paypal, Pagseguro, and Picpay Show less

São Paulo E Região, Brasil

Challenge: Leading a team of 13 representatives to improve the efficiency and quality of B2B customer service on one of the largest e-commerce platforms in Latin America, focusing on vendor satisfaction and operational efficiency.Actions: Managed metrics, shared best practices, provided personalized training and continuous feedback; developed a communication best practices manual; conducted discovery and developed solutions to improve the product registration and publishing journey;… Show more Challenge: Leading a team of 13 representatives to improve the efficiency and quality of B2B customer service on one of the largest e-commerce platforms in Latin America, focusing on vendor satisfaction and operational efficiency.Actions: Managed metrics, shared best practices, provided personalized training and continuous feedback; developed a communication best practices manual; conducted discovery and developed solutions to improve the product registration and publishing journey; transitioned to a real-time chat support system.Key Results:• 120% increase in the team’s Net Promoter Score (NPS)• 30% increase in team productivity• 20% reduction in Contact Rate• Successful transition to a remote work model during the pandemic, maintaining continuous team performance improvementKey Learning: I discovered the power of combining data analysis with customer empathy. This experience solidified my understanding of how customer satisfaction directly impacts business growth, especially in marketplace platforms.Benchmarking and Competition: Amazon, Nubank (customer service), Netflix (customer service) Show less

Viçosa E Região, Brasil

Develop and implement effective controls to monitor operational processes, ensuring their efficiency and quality; integrate data analysis and indicators into decision-making processes at all levels of the organization; apply methodologies such as 5W2H and PDCA for structured and efficient planning and execution; conduct cause-and-effect investigations to identify problem origins and implement sustainable solutions; perform audits in operational areas to verify compliance with established… Show more Develop and implement effective controls to monitor operational processes, ensuring their efficiency and quality; integrate data analysis and indicators into decision-making processes at all levels of the organization; apply methodologies such as 5W2H and PDCA for structured and efficient planning and execution; conduct cause-and-effect investigations to identify problem origins and implement sustainable solutions; perform audits in operational areas to verify compliance with established routines and procedures; analyze costs and identify opportunities for reduction, proposing and assisting in the development of corrective actions; achieve tangible results, such as fuel savings, demonstrating the positive impact of the work performed.Key Learning: I discovered the importance of integrating data analysis and indicators at all levels of the organization for more effective decision-making. This experience enhanced my market research skills and ability to implement continuous improvement methodologies in complex operational environments. Show less

Viçosa, Minas Gerais

Develop detailed analyses to identify and resolve losses and failures in the production process, aiming to improve efficiency and quality; apply techniques such as cause-and-effect diagrams and 5W2H to investigate the origins of problems and implement effective solutions; implement and manage key performance indicators (KPIs) and targets, continuously monitoring progress and promoting continuous improvement; analyze and apply strategies for cost reduction, seeking efficiency without… Show more Develop detailed analyses to identify and resolve losses and failures in the production process, aiming to improve efficiency and quality; apply techniques such as cause-and-effect diagrams and 5W2H to investigate the origins of problems and implement effective solutions; implement and manage key performance indicators (KPIs) and targets, continuously monitoring progress and promoting continuous improvement; analyze and apply strategies for cost reduction, seeking efficiency without compromising product or service quality; identify investment opportunities based on financial analyses, considering return on investment and economic viability; develop medium-term projects, carefully assessing risks and benefits to ensure positive and sustainable outcomes.Key Learning: I learned the importance of a holistic approach to problem-solving, combining financial analysis with process optimization. This experience taught me how to identify improvement opportunities that balance operational efficiency with economic viability. Show less

Ouro Preto E Região, Brasil

Develop effective strategies for the planning and management of the Campus Aberto extension project, ensuring the optimization of available resources; identify potential process failures and implement proactive solutions to resolve them, aiming to ensure the quality and efficiency of operations; apply corrective actions in an agile and precise manner, minimizing negative impacts on project execution and final outcomes; create detailed schedules for planned activities, ensuring deadlines are… Show more Develop effective strategies for the planning and management of the Campus Aberto extension project, ensuring the optimization of available resources; identify potential process failures and implement proactive solutions to resolve them, aiming to ensure the quality and efficiency of operations; apply corrective actions in an agile and precise manner, minimizing negative impacts on project execution and final outcomes; create detailed schedules for planned activities, ensuring deadlines are met; generate comprehensive monthly reports highlighting key performance indicators and suggesting continuous improvements.Key Learning: I understood the value of effective resource and deadline management in academic extension projects. This experience developed my ability to lead diverse teams and adapt strategies quickly in a dynamic environment with limited resources. Show less

Digital Product Leadership, Product Management

Mestrado Em Arquitetura, Eficiência Energética Do Ambiente Construído

Bacharelado Em Engenharia, Engenharia De Produção