Pedro Cunha Email & Phone Number

São Paulo, Brazil

• Planned and executed capacity planning strategy to enhance efficiency and scalability in the workforce management sector at Nubank with focus on low cost to serve.• Monitored project budgets (planned vs. actual), ensuring capacity processes remained under budget for nearly one year.• Translated technical concepts of the Workforce Management (WFM) world into understandable elements, empowering teams to achieve high efficiency.• Conducted forecasting, dimensioning, and allocation analysis to improve metrics like shrinkage, adherence, and AHT.

São Paulo, Brasil

• Led the CX product strategy and launch of Open Banking technology at Nubank in Brazil.• Ensured >90% of agents understood Open Banking, bridging product, regulatory, and engineering teams.• Conducted a competitive analysis to prioritize the first product launch.

São Paulo, Brazil

• Led the app homepage CX flow and VoC creation at Nubank, ensuring app ratings were optimized.• Managed bugs support channels to enhance customer experience and product feedback analysis.• Implemented process improvements to maintain app ratings at Playstore and Apple Store.

São Paulo, Brazil

• Improved customer support KPIs like CSAT and Average Response Time in a hyper-growth scenario.• Analyzed support tickets daily to ensure quality standards of customer support.• Created and reviewed content for the Squad's knowledge base used by agents.• Trained new Quality team members on quality standards and their implementation.

São Paulo E Região, Brasil

• Provided exceptional customer support for Nubank customers via chat, phone, and mail channels.• Demonstrated high performance in maintaining process quality and achieving a high recovery rate.• Collaborated with team members to ensure a seamless customer experience and resolve issues efficiently.

São Paulo E Região, Brasil

Santo André