Miguel Lopes Email & Phone Number

Federal District, Brazil

Brasília, Distrito Federal, Brasil

• Product owner in a multinational company, implementing Salesforce in 5 Latam countries, focused on customer experience in the omnichannel after-sales service process in an automotive company.• Gathering requirements with the client, prioritizing and refining the backlog in Jira, guiding the team, conducting meetings with the client in Spanish and English and daily interaction in Slack.• Implementation of Salesforce Service Cloud in 3 months. Development of 6 integrations and over 10 product-related data in 9 months. Resulting in a 360-degree product view.

Remoto

Product Manager at a global client developing, integrating and updating several chatbots, mainly on Whatsapp for sales and customer service.Planning, prioritization and management of strategy, roadmap, backlog and user stories in collaboration with the client (B2B2C) with several cases delivered. Data driven approach and use of users feedback to prioritize improvements.Increase in platform usage by 50%, lead a team that growth from 7 to 18 people, 1 million users impacted and achievement of all the OKRs set by the client.Squad leadership with agile and self-management, being responsible for ceremonies, status reports, tools such as MS Azure and for the negotiation with de technical leadership.

Brasília, Distrito Federal, Brasil

Restructured the information environment of a BU in all the data pipeline from obtaining, processing, validations, storage and making then available for developing of dashboards.Implementation of Whatsapp API as a service channel integrated with SalesForce.Development of a lead referral portal, new version with 1000% increase in referrals and 400% in conversion with an improvement in response time from 4 hours to 15 minutes using of design thinking tools.Research and design of innovative insurance sales portal in the shared economy model.Omnichannel service operation, managing stakeholders and the process from leads to the informational environment.Squad leadership with agile, being responsible for ceremonies, tools such as MS Azure, the contact with de technical leadership and for the process from upstream to downstream.

Developed a self-service portal for automobile insurance with an internal squad and a partner company, with MVP running in 6 months.Increase in backlog execution went up from 53% to 84% as Scrum Master in a 9 person squad.

Brasília E Região, Brasil

Post merge integration (PMI) of a 700 employees company without interruption of service and keeping all the team. The project turned into a corporate playbook for new integrations.

Brasília, Distrito Federal, Brasil

Brasília Area, Brazil

Application of PDCA method in different contexts, project planning, methodology development, implementation of project offices, risk assessment, development of controls and analysis of indicators.

Mapping of processes and controls, risk assessment, selection of samples in databases using SQL, systems assessment, security control tests, information architecture assessment and status reports.