Carol Marques Email & Phone Number

State Of São Paulo, Brazil

Here I am a product designer who designed user-friendly interfaces for bank managers and call center operators on WhatsApp. Skilled in creating seamless and efficient customer service experiences through intuitive design solutions. Additionally, I work on cross-functional topics that impact the channel as a whole, such as user authentications.I also collaborates with UX writers, product owners, and engineers on conversational design projects. With my deep understanding of user experience principles, I worked closely with UX writers to ensure design and content integrate seamlessly, creating a cohesive, easy-to-use experience.This collaborative approach between me, the UX writers, product owners and tech leads results in conversational interfaces that are not only aesthetically pleasing, but also highly functional and user-centric.Itau Unibanco is a Brazilian financial institution that is one of the largest banks in Latin America. It offers a wide range of financial services, including banking, insurance, and asset management. Itau Unibanco is known for its strong presence in the Brazilian market and its commitment to innovation and sustainability. With a history dating back to the 1920s, the bank has a solid reputation for providing quality services to its customers.

São Paulo, Brasil

As a Product Designer, I was responsible for leading end-to-end design of personal loan product, from conception to implementation. I worked closely with cross-functional teams, including engineers, product managers, and researchers, to create intuitive and engaging solutions that meet customers’ needs.Neon is a Brazilian fintech startup that offers digital banking services. Founded in 2016, the company provides a range of financial products, including digital accounts, debit cards, and payment solutions. Neon is known for its user-friendly mobile app, competitive fees, and focus on providing innovative and convenient banking solutions to its customers. The startup has rapidly grown in popularity in Brazil's competitive fintech market and continues to expand its offerings to meet the evolving needs of its user base.

Como líder do pilar de equidade de gênero meu papel é ajudar o time de diversidade a criar um ambiente mais seguro e acolhedor para mulheres, trazendo ideias inovadoras e atingíveis de como isso pode ser feito.

As a Continuous Improvement Analyst, I played a crucial role in identifying and implementing process improvements to optimize the customer support operations. I worked closely with cross-functional teams, including customer support agents, managers, and stakeholders, to analyze existing processes, identify areas for improvement, and develop and implement solutions.

- Auxiliar a supervisão e coordenação na gestão de KPI e qualidade do time;- Garantir a melhor experiência para o cliente em canais críticos como o Reclame Aqui nas páginas Neon e MEI Fácil;- Insights fornecidos quinzenalmente sobre melhoria de processos/UX através de relatórios.- Auxiliar a supervisão na gestão da experiência do cliente em todos os canais públicos (Facebook, Twitter, Instagram e Linkedin) da Neon e MEI Fácil;- Auditoria mensal sobre as aberturas de incidentes feitas pelos atendentes;- Responder dúvidas técnicas e referente a processos feitas pelo time da Ouvidoria.Principais conquistas dentro do cargo:- Implementação do fluxo de atendimento e auxílio na criação de metas para os Juniores utilizando a metodologia Lean Six Sigma.- Ao iniciar na equipe em 2019, a reputação da página estava em REGULAR. Depois de todo trabalho, a evolução da nota de reputação da Neon foi para BOA dentro de 6 meses e em seguida para ÓTIMA após atingir a nota 8.0 em Agosto/2020;- Selo RA 1000 na página da MEI Fácil e Neon Pagamentos.

São Paulo, São Paulo

Pós-Graduação Lato Sensu, Design Emocional

The Postgraduate Program in Emotional Design prepares professionals to work in the conception, development, and creation of products.

Digital Product Leadership

Bachelor, Advertising

Photography