Matheus Pontes Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brazil

Responsible for leading teams responding to customer complaints and transforming customer service, in a structure with more than 300 people and 100K services/month. The main pillars of action in the structure are: - Manage customer service in less time than the deadline stipulated in regulations and laws;- Apply a continuous training process at all times on customer service and products and services;- Establish robust governance with structuring data and online information for decision-making;- Work closely with stakeholders to present results, identify opportunities to reduce complaints (quick win) and monitor deliveries;- Centralize the response to manifestations in a single structure with a customer view;- Redesign the customer service model by applying market tools for service management (voice, email, chat), workflow, artificial intelligence and APIs.

São Paulo, São Paulo, Brazil

São Paulo Area, Brazil

Responsible for providing support to the business regarding the mapping, documentation, analysis and reports of the main indicators. Research and evaluation of Automation Anywhere as a corporate RPA solution (Robotic Process Automation) and structuring of RPA Governance at the bank.- Identification and proof of concept (PoC) for technologies to be applied in operational processes (for example, RPA, Workflow and AI);- Coordination of a periodic agenda with the main stakeholders (Software Development, Legal, Operations, Compliance and Security and Fraud) regarding to milestones and project goals.- Preparation of executive reports on the main projects and benefits.- Identification of improvements and opportunities in operational processes.- Project management.- Software testing.- Coordination of a portfolio of 75 projects based on technology processes and process restructuring (benefits, controls, prioritization, deadlines and executive presentations from the board).- Planning and execution of Transformation project in BackOffice generating savings of USD 10MM / year in 2019.- Team management of 7 employees in Innovation and Projects team in 2020.- Planning and management of 60 projects generating savings of USD 8MM / year in 2020.

Curitiba Area, Brazil

Responsible for coordinating the account opening operation area, structuring the process, updating systems, implementing an automated workflow and managing a periodic agenda with the business area.- Implementation of systems and team training.- Team Managementof 70 employees responsible of opening a current account (1,2MM accounts/year).- Mapping, flowchart and documents of process requirements.- Evaluation and knowledge of the credit card application process (E2E).- Support the business area via the Monthly Committee with the main KPIs in the process.- Development and execution of operational projects to eliminate the use of paper, implement a new workflow and save 1.5 million USD / year in operating costs and increase the area's productivity by 45%.

Curitiba Area, Brazil

- Responsible for the UAT (User Acceptance Team) teams with more than 100 tests/month,- Structured Operations (with special requirements) with the maintenance of more than 200 credit operations and the migration process of the commercial credit operations portfolio (HSBC to Bradesco).- Development and execution of the "Credit Admin" project, saving 20% on operating expenses and reducing in 3 days the credit release life cycle to commercial customers.- Winner of the global project "HSBC - Keeping the Promise to Customers" in 2015.- Team Management of 14 employees in structured operations.- Responsible for all manual credit operations (with special requirements) at HSBC Brasil.- Experience in the software development life cycle process for credit products (SDCL).- Responsible for Credit procedure assessment and trade review (E2E).- Management and execution of the migration of the loan operations portfolio (commercial customers) from HSBC to Bradesco S / A.

Curitiba E Região, Brasil

- Responsible for the MI (Management Information) area with follows assignments: controlling finances, people, risks, processes and customers (SLA, Complaints, etc.) of the board.- IM team leader.- Planning and execution of the BSC (Balanced Scorecard) strategy.- Financial management of the board (budget, costs and achievement of objectives).- Development and execution of projects to reduce costs.

Curitiba Area, Brazil

Responsible for the Latin American Information Security team to monitor and report all risks and incidents in the region to the Global Team, with mitigation actions to reduce risk and coordination with the React Team (Legal, Compliance, HR and Operational Risk)- Implementation and management of information security incidents. - Security test for SOX certification (Sarbanes-Oxley). - Participation in global projects (Safeboot, Admin)

Master Of Business Administration - Mba, Business Analytics & Big Data

Master Of Business Administration (Mba), Business Administration And Management, General

One of the most renowned educational institutions in Brazil, established for over 70 years. Signatory of the Global Compact of the United.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General