Thiago Santos Email & Phone Number

New York City Metropolitan Area

São Paulo, Brasil

- Partner with cross teams leadership in order to map areas of development and create training activation plans;- Collaborate with cross-functional teams to support communication strategy, development and execution;- Provide hard and soft skills facilitation support as needed both for internal teams and third party partners;- Facilitate orientation and training classes to communicate process and tools usage for employees, managers and third party partners;- Ensure company and training targets are achieved, creating engaging resources and reporting results weekly;- Develop innovative training materials for LMS and face-to-face usage, such as slides, videos and audio resources;- Comparative data analysis of pre and post training results.

São Paulo, Brazil

- Prevent and detect suspicious and fraudulent activities, helping the app to become safer;- Review flagged transactions for indicators of fraud to detect and prevent frauds;- Process high volumes of cases autonomously and with a high level of accuracy;- Communicate effectively with internal partners as Safety, Customer Experience and Legal team;- Review account activity (both passengers and drivers) to detect fraudulent accounts and implement mitigation steps to prevent or minimize fraud losses;- Analyze more than 100 activities per day ensuring my team is delivering the SLA.

São Paulo, Brazil

- Handled inbound customer service phone calls and emails, solving problems and answering questions in a real-time, professional, and friendly manner.- Delivered outstanding numbers regarding quality, getting maximum grade consistently;- Collected, organized and reported feedback, data and suggestions on user interactions to improve their lives, our app and our processes;- Reported bugs, issues, or friction points that cause frustration; - Assisted product and operation teams to identify trends in support inquiries, personally designed a new feature for the app that was implemented, impacting the customer experience and company revenue;- Worked closely with Risk teams to identify suspicious activity to escalate quickly.

São Paulo, Brazil

- Built an E-Commerce business for Brazilian gemstones with other three co-founders.- Created a Marketing Plan, using storytelling and a design thinking approach to business;- Defined Product Mix, analysing the competitors, market trends and market opportunities;- Priced the products, considering minimum markup, forecasting breakeven and brand positioning;- Designed the customer path on the website, focusing on Customer Experience.- Developed Digital strategy, defining main KPIs.

Ribeirão Preto, Sp - Brazil

- Monitored and analyzed stores performance to guide current and future strategies;- Oversaw the store management team, ensuring high service level and product quality;- Negotiated with suppliers focusing on cost savings while sustaining high quality;- Defined and reviewed Product Mix based on ROI and customer feedback;- Collected data on consumers and competitors;- Developed marketing and media strategies;- Managed digital media performance.

Bribane, Qld - Australia

Attendant and Barista of a busy Cafe in downtown Brisbane, Australia, with constant contact and interaction with customers.

Ribeirão Preto, Sp - Brazil

- Monitored and analyzed stores performance to guide current and future strategies;- Oversaw the store management team, ensuring high service level and product quality;- Negotiated with suppliers focusing on cost savings while sustaining high quality;- Defined and reviewed Product Mix based on ROI and customer feedback;- Collected data on consumers and competitors;- Developed marketing and media strategies;- Managed digital media performance.

Ribeirão Preto, Sp - Brazil

- Built sales opportunity pipeline;- Planned and co-managed the execution of customer’s media campaigns;- Day-to-day account management, including briefing, planning and following up;- Built the bridge between the customer and the creative team;- Participated in pitches to acquire new and extend existing projects.

Ribeirão Preto, Sp - Brazil

- Created and implemented graphic projects such as Visual Identities, Printed Materials and Promotional materials;- Constantly attended to pitch meetings; - Defined deliverables and managed the project to meet deadlines;- Held brainstorming and planning meetings with internal leadership and customers.

Ribeirão Preto, Sp - Brazil

Content elaboration, production and presentation of a weekly radio program.