As a Product Manager at Kovi, I was responsible for restructuring our chatbot, identifying opportunities through process mapping and user research. Through continuous improvements in processes and information architecture, we increased customer satisfaction by over 25% in the CSAT for automated support.I was also responsible for automating invoice delivery via chat with a second authentication factor, reducing payment fraud by over 50% after implementation and decreasing the volume of… Show more As a Product Manager at Kovi, I was responsible for restructuring our chatbot, identifying opportunities through process mapping and user research. Through continuous improvements in processes and information architecture, we increased customer satisfaction by over 25% in the CSAT for automated support.I was also responsible for automating invoice delivery via chat with a second authentication factor, reducing payment fraud by over 50% after implementation and decreasing the volume of billing-related support requests.Together with the team, we developed a communication strategy via WhatsApp to capture leads, increasing the volume of contacts by 2.5 times and implementing a complete signup flow through the chatbot, resulting in record sales. Currently, I work on digital channels focusing on UX and Growth within the technology teams. Show less

Experience in designing conversational flows using UX Design and UX Research methodologies. Together with the user, I carried out discoveries for the development of Persona and structuring of Information Architecture in Chatbot. I was also responsible for automating flows and processes using APIs in order to increase the resolution rate.

With a design approach, I led the mapping of conversational flows and the restructuring of processes, using APIs to boost metrics in the CX area. In addition, I carried out qualitative and quantitative analysis to identify opportunities for improvement, applying Lean Six Sigma methodologies for continuous improvement in the user experience.

I was in charge of customer service, with an analytical eye I was responsible for taking customer feedback on continuous product improvements. I also led team training, conducting data collection and formulating hypotheses for problems.

I taught English classes for two years, focusing on both students' personal and professional development. I adopted a mnemonic approach to stimulate the senses and ensure knowledge retention. I also implemented written and oral exams, created teaching materials and used Google tools to enrich the learning process.