Luan Felipe Email and Phone Number

I successfully manage projects, considering their impact on KPIs and OKRs, along with execution capacity and available roadmap. I leverage industry-leading agile methodologies like Scrum, Kanban within Jira, ensuring efficient project execution and optimal results. This includes:- Sprint Planning and Backlog Refinement for prioritization- Visualizing workflows with Boards and Charts- Continuous progress monitoring with Burn-down Charts and Velocity Tracking- Feedback and adaptation through Retrospectives and Sprint ReviewsThis agile approach enables flexibility, collaboration, and continuous value delivery to stakeholders.

Project Management for Chat - Ticket deflection, MSAT and FAQ- FAQ and Automated Messaging- Mapping opportunities in chat and FAQ processes.- Analysis of detractors for Machine Satisfactory (MSAT) and deflection rate for automated messages.- Creation of blocking rules and design of new response templates for chat automation.

- Project manager creating analytical tools.- Analysis of KPIs, OKRs, agent performance metrics, and quality.- Focus on credit card payment history and billing, customer trajectory and profile, and continuous product improvement.- People management and leadership, contributing to career development in project-related soft and hard skills.### Project Management - MIS-based team (Management Information System)Using Sheets, Looker Studio, BigQuery, and Databricks, I was responsible for 4 analytical tools for Business Process Outsourcing (BPO).- We reduced the rates of incorrect transfers in chat support through Balanced Scorecard.- We improved data assimilation by partners.- We built visualizations in queries and SQL, unified with individual KPIs.- We established improvement targets and success thresholds.### Project Management - Machine Insights-based team (Deflection, MSAT, and self-service - FAQ and autoreply)- Mapping opportunities in processes and self-service. Tools: brainstorming, cause and effect matrix, fishbone/Ishikawa diagram, and SWOT analysis.- Analysis of detractors for Machine Satisfactory (MSAT) and deflection rate for automated messages.- Creation of blocking rules and design of new response templates for chat automation.

Management of external stakeholders through data analysis and goals.Integration and optimization of internal projects using Google Sheets, Javascript, and DataStudio.Data and material processing for analysis.Trainer for Critical Cases - Delicate cases in customer service (verbal abuse, cases of death and guardianship, insults).Crisis management in projects, prioritizing issues and bringing improvements to the workflow.

- Internal data analysis, resolution of conflicts involving business disagreements and negotiation.- Management of internal processes and interaction with stakeholders.- Contribution to the recovery of clients' financial lives, explanation of interest rates, delays, revolving credit, and credit card functioning.- Special cases project involving power of attorney, guardianship terms, medical reports, and cases of death.