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