As a Product Operations at Nubank, I oversee the marketing operations for the Mass Market segment. My key responsibilities include managing the communication calendar, supervising direct communication channels (email and notifications), and handling in-app Cross-Sell Spaces to drive financial product conversions. I developed and implemented a process and prioritization index to address OKR gaps, promoting swift marketing actions that boost financial results through targeted product… Show more As a Product Operations at Nubank, I oversee the marketing operations for the Mass Market segment. My key responsibilities include managing the communication calendar, supervising direct communication channels (email and notifications), and handling in-app Cross-Sell Spaces to drive financial product conversions. I developed and implemented a process and prioritization index to address OKR gaps, promoting swift marketing actions that boost financial results through targeted product communications. I leverage my skills in verbal and written communication, project management, and Scrum to lead initiatives and optimize outcomes. Show less

- As a Loan Product CX Specialist, my primary focus is on delivering exceptional customer experiences within the lending industry.- Responsible for leading the Voice of Customer (VoC) area, conducting in-depth analyses of customer pain points and escalating insights to the company's leadership.- Utilize my expertise in loan products to address customer needs and enhance overall customer satisfaction.- Collaborate with cross-functional teams to drive improvements in product offerings… Show more - As a Loan Product CX Specialist, my primary focus is on delivering exceptional customer experiences within the lending industry.- Responsible for leading the Voice of Customer (VoC) area, conducting in-depth analyses of customer pain points and escalating insights to the company's leadership.- Utilize my expertise in loan products to address customer needs and enhance overall customer satisfaction.- Collaborate with cross-functional teams to drive improvements in product offerings and customer service operations.- Apply Agile methodologies, such as Scrum and prioritization matrices, to efficiently manage projects and deliver impactful results.In my role as a Loan Product CX Specialist, I am dedicated to delivering outstanding customer experiences in the lending industry. As the lead for the Voice of Customer (VoC) area, I conduct comprehensive analyses to uncover and address latent customer pain points, providing valuable insights to the company's leadership. With a deep understanding of loan products, I actively contribute to improving customer satisfaction. By collaborating with cross-functional teams, I drive enhancements in product offerings and customer service operations. Utilizing Agile methodologies, I efficiently manage projects and ensure successful outcomes. Show less

- Leading a team of analysts and overseeing the Voice of Customer area to address customer pain points within the business.- Responsible for launching new products and structuring the customer service operation to accommodate evolving customer needs.- Organizing integration events and stakeholder engagement activities to drive operational problem-solving, scalability, and engagement.- Conducting research and designing research plans to uncover insights on loan products and market… Show more - Leading a team of analysts and overseeing the Voice of Customer area to address customer pain points within the business.- Responsible for launching new products and structuring the customer service operation to accommodate evolving customer needs.- Organizing integration events and stakeholder engagement activities to drive operational problem-solving, scalability, and engagement.- Conducting research and designing research plans to uncover insights on loan products and market trends.- Proficient in Agile methodologies such as Scrum and Sprint, utilizing tools like prioritization matrices for efficient project management.As a Customer Experience Manager, I manage a team of analysts and drive the Voice of Customer initiatives to address customer needs. I successfully launch new products, structure customer service operations, and organize integration events to enhance operational efficiency. Additionally, I conduct research, utilizing Agile methodologies to optimize project management. Show less

CX Trainer Xpert - Managed and supported the Lending Squad's digital learning platform (LMS).- Monitored training KPIs, such as adherence, approval percentage, and activity effectiveness.- Constructed content, learning flows, and methodologies for training programs.CX Quality Xpert - Monitored service tickets across channels (chat, phone, email, Reclame Aqui) for excellent - customer interactions.- Conducted quality calibrations with BPOs and analyzed quality… Show more CX Trainer Xpert - Managed and supported the Lending Squad's digital learning platform (LMS).- Monitored training KPIs, such as adherence, approval percentage, and activity effectiveness.- Constructed content, learning flows, and methodologies for training programs.CX Quality Xpert - Monitored service tickets across channels (chat, phone, email, Reclame Aqui) for excellent - customer interactions.- Conducted quality calibrations with BPOs and analyzed quality scores.- Utilized Callminer and Playvox tools for speech analytics and automation.- Led PDCA actions to reduce negative indicators, providing feedback for continuous development.- Proficient in SQL (Big Query), Looker, and Google Sheets for data analysis.CX Operations Xpert - Monitored service lines in real-time and managed operational crises.- Proficient in financial digital products (credit cards, bank accounts, personal loans).- Experienced in Gsuite tools.CX Product Xpert - Personal Loan Products- Managed the internal knowledge platform for Personal Loan product.- Maintained governance and alignment with design, engineering, and product teams.- Conducted real-time updates, prioritization, and process mapping.- Analyzed KPI's.- Monitored "Personal Loans - FAQ" content and performance.In my roles as a CX Trainer Xpert, CX Quality Xpert, CX Operations Xpert, and CX Product Xpert at Lending Squad, I managed training platforms, ensured quality interactions, handled operational crises, and maintained knowledge platforms. With expertise in analytics tools, SQL querying, and Gsuite, I made data-driven decisions to enhance performance and customer satisfaction Show less

- Specialized in providing exceptional customer service for personal loans products.- Handled customer inquiries and issues through various channels, including chat, phone, and email.- Supported employees on a development curve, providing guidance and assistance (Nuvinhos program).- Played a vital role as a member of the Onboarding Team, creating materials and delivering content for new employees joining the Customer Excellence Lending Team.- Acted as the focal point for Lending… Show more - Specialized in providing exceptional customer service for personal loans products.- Handled customer inquiries and issues through various channels, including chat, phone, and email.- Supported employees on a development curve, providing guidance and assistance (Nuvinhos program).- Played a vital role as a member of the Onboarding Team, creating materials and delivering content for new employees joining the Customer Excellence Lending Team.- Acted as the focal point for Lending Operations within the squad, overseeing weekend operations and tracking key metrics such as service queue volume and response time.- Managed the service team and provided support for BPOs (Business Process Outsourcing).- As a "WOW" Ambassador, spearheaded initiatives to enhance team engagement and create an incredible customer experience.- Proficient in using Zendesk, Guru, and Grafana tools for managing customer support operations and analyzing performance metrics.In my role as a customer service analyst, I specialized in personal loans products and successfully supported customers through various communication channels. I also played a crucial role in employee development, onboarding new team members, and managing Lending Operations on weekends. Additionally, I took responsibility as a WOW Ambassador, ensuring a high level of team engagement and an exceptional customer experience. My proficiency in Zendesk, Guru, and Grafana allowed me to effectively manage customer support operations and track key performance metrics. Show less

- Analyzed specialized press media within the automotive sector, with a focus on Latin America.- Generated data for performance analysis of major vehicle manufacturers worldwide.- Monitored press media outlets, including newspapers and specialized magazines, across Argentina, Chile, Colombia, and Brazil.- Conducted in-depth research and analysis to gather relevant information and insights.- Identified trends, patterns, and market dynamics to inform strategic… Show more - Analyzed specialized press media within the automotive sector, with a focus on Latin America.- Generated data for performance analysis of major vehicle manufacturers worldwide.- Monitored press media outlets, including newspapers and specialized magazines, across Argentina, Chile, Colombia, and Brazil.- Conducted in-depth research and analysis to gather relevant information and insights.- Identified trends, patterns, and market dynamics to inform strategic decision-making.- Prepared comprehensive reports and presentations showcasing key findings and recommendations.- Collaborated with cross-functional teams to align data analysis with business objectives.- Maintained a strong awareness of industry developments and competitor activities.As a specialized press media analyst in the automotive sector, I had the opportunity to analyze and assess coverage in newspapers and specialized magazines throughout Latin America. By generating valuable data for performance analysis of major global vehicle manufacturers, I contributed to informed decision-making. My diligent monitoring of press media outlets enabled me to stay updated on industry trends, providing valuable insights into the market. Show less

- Led executive project development, including technical feasibility and structural evaluation.- Collaborated with stakeholders to deliver tailored architectural solutions.- Managed project timelines, budgets, and resources effectively.- Mentored and supervised team members for professional growth.- Stayed updated with industry trends and incorporated innovative approaches.As a co-founder and full-time architect, I successfully led executive projects, conducted technical… Show more - Led executive project development, including technical feasibility and structural evaluation.- Collaborated with stakeholders to deliver tailored architectural solutions.- Managed project timelines, budgets, and resources effectively.- Mentored and supervised team members for professional growth.- Stayed updated with industry trends and incorporated innovative approaches.As a co-founder and full-time architect, I successfully led executive projects, conducted technical feasibility assessments, and evaluated structural integrity. I effectively managed projects, mentored team members, and stayed abreast of industry trends. Show less

- Played a key role in the development of architectural projects for public buildings, focusing on creating functional and aesthetically pleasing spaces that meet the needs of the community.- Contributed to the revitalization of public spaces, collaborating on projects aimed at enhancing the urban environment and improving the quality of life for residents.- Engaged in urbanization efforts, working on initiatives that aimed to enhance the infrastructure and overall development of the… Show more - Played a key role in the development of architectural projects for public buildings, focusing on creating functional and aesthetically pleasing spaces that meet the needs of the community.- Contributed to the revitalization of public spaces, collaborating on projects aimed at enhancing the urban environment and improving the quality of life for residents.- Engaged in urbanization efforts, working on initiatives that aimed to enhance the infrastructure and overall development of the city.- Monitored ongoing construction projects, ensuring adherence to design specifications and quality standards.- Assisted in the planning and coordination of temporary events, such as municipal festivities, ensuring proper infrastructure and facilities were in place to support the smooth execution of such occasions.- Actively participated as a member of the professional team responsible for the reformulation of the Seropédica Municipal Master Plan, analyzing existing plans and proposing strategic improvements.- Conducted thorough project analysis and evaluation to ensure compliance with regulations and obtain necessary approvals.My experience at the Secretariat of Planning and Sustainable Development provided me with invaluable insights into the complexities of architectural project development for public spaces. It allowed me to contribute to the improvement of urban environments, engage in meaningful community-oriented initiatives, and develop a strong understanding of project analysis and regulatory compliance. Show less

- Developed architectural projects and contributed to the design process, focusing on creating innovative and functional solutions.- Conducted surveys to gather essential data for architectural designs, ensuring accuracy and completeness of information.- Updated and maintained architectural designs and documentation, ensuring compliance with standards and regulations.- Collaborated closely with a team of architects, providing valuable support in project coordination and… Show more - Developed architectural projects and contributed to the design process, focusing on creating innovative and functional solutions.- Conducted surveys to gather essential data for architectural designs, ensuring accuracy and completeness of information.- Updated and maintained architectural designs and documentation, ensuring compliance with standards and regulations.- Collaborated closely with a team of architects, providing valuable support in project coordination and execution.- Conducted thorough research to stay abreast of industry trends and advancements, incorporating relevant insights into project development.- Communicated effectively with team members and stakeholders, fostering productive collaboration and achieving project goals.This valuable experience at the Architectural Division of the Federal Rural University of Rio de Janeiro allowed me to enhance my architectural skills, expand my knowledge of project development, and develop a keen eye for detail in architectural design. Show less