Thais Brenda Oliveira Email & Phone Number

Vitoria, Es, Br

Atuando em time responsável pelo programa de parceria, recolhendo dados, criando reportes e processos que visam melhorar a experiência do parceiro.• Análise de dados;• Priorização de backog;• Acompanhamento da execução de planos;• Responsável pelos fluxos de comunicação interna envolvendo time cross;• Colheita e análise de feedbacks das empresas e times parceiros;• Mapeamento de oportunidades, análise de causa raiz e definição de novos processos;• Criação de reporte da experiência do parceiro com base em dados qualitativos e quantitativos;• Documentação de processos e resultados;• Pesquisa de NPS com parceiros;• Entrevistas com parceiros para recolhimento de feedback;

Vitória, Espírito Santo, Brasil

Working in a team cross between product and CX to optimize and improve launches prioritizing the customer experience. In different squads, I followed the backlog, user stories and roadmap prioritization based on qualitative and quantitative cuts aimed at the company's financial services, P2P and P2BResponsible for data analysis to understand and improve user experience.• Carrying out detailed analyzes of customer service and satisfaction indicators.• Operational Setup (new products)• Mapping of opportunities, root cause analysis and definition of new processes• BPMN for service channels• User view diagnostics for the respective squads• End-2-end business view• Monitoring of operational health metrics of the product• Bench performance (internal/external) of operational processes• Herodash, JIRA, Confluence, Looker, Databricks, Miro, Mixpanel, Tableau.• Relationship with Customer Support, Legal, Compliance and Artificial Intelligence teams.

Vitória

Responsible for creating and implementing training. Working out of the room directly with the BPOs (Business Partner Organizations), Was responsible for the implementation and continuous improvement of the cycle, following the deliveries, planning the creation and implementation of processes, autonomy and error corrections.Creation of material for internal and external training on all PicPay products• Application of training for internal and external service teams• Monitoring of BPO results• Working together with quality teams to ensure continuous improvement• Opportunity mapping• Monitoring of service health metrics

Vitória E Região, Brasil

Responsible for contacting users of the app, making corrections in registrations, providing support via chat and email, and identifying improvements opportunities in the app.

Laboratório de neurotoxicologia e psicofarmacologiaEstágio em laboratório de neurotoxicologia e psicofarmacologia, atuando com pesquisa, análise de dados e experimentos com pequenos mamíferos. Análise bio-química de material biológico.