Vanessa Fernandes Email & Phone Number

Brazil

-Responsible for design and writing users stories to developing the new super app oriented to athletes and trainers.- Managing the roadmap and prioritizing the backlog of projects in accordance with the company's strategic commitment guidelines aimed at generating value for the business.-Analysis and mapping of process in the ecosystem of Track&Field for specifying user-histories, monitoring the development, homologation and implementation of features on the APPs.- Continuous interaction with the several businesses units, inner areas of the company, customers and partners aiming develop the best experience with brand through TFSport app .

São Paulo, São Paulo, Brazil

-Responsible for the Distribution Squad managing the product roadmap and prioritizing the backlog of projects in accordance with the company's strategic commitment guidelines aimed at generating value for the business.-Analysis and mapping of processes and business rules for Fixed Income products, Funds of Investiments, Pensions, Guide Account and Managed Portfolio products for specifying user-histories, monitoring the development, homologation and implementation of features on the website, APPs and legacy systems in the productive environment.- Continuous interaction with the business area, compliance, marketing and IT teams (devs, architects, UX and agile coaching) for technical risk assessment and product implementation- Expertise in proposing improvements in product usability and customer experience with the areas of product research and UX.- Presentation of KPIs, OKRs, and integrated solutions defined to the strategic objectives for stakeholders in ceremonies and strategic committees.

São Paulo, Brasil

- Responsible for mapping, analyzing and elaborating CX business rules on several fronts: current account, investments, trading platforms, etc., with a focus on the continuous improvement of Digital Bank's customer service processes.- Proposal and specification of automation apps solutions on Zendesk and design of RPAs for the customer team in order to increase productivity, ensure greater security and decrease access to the bank's legacy systems.- IVR and chatbot design, specification and approval of requirements.- Development, follow up and presentation of proposals, RFPs of supplyers and outsouced services.

São Paulo

- Responsible for the mapping, development and design of the client's journey and follow-up of projects and KPIs of customer services.- Analysis and evaluation of CRM tools and process automation.- Definition of projects, sprints, stories and backlog management, using Agile methodology.

São Paulo E Região, Brasil

- FreeHorse, Fiv5, Sampa Blue and Trio Migrante: Digital Marketing Consulting and Representation of Pop Rock, R&B, Blues and Jazz bands for negotiating shows at concert halls, festivals and corporate events, generating brand strengthening and proximity to customers, suppliers and collaborators.- 1Click Multimedia: Prospecting for new clients (Small Business and Mid Market) and developing commercial proposals for digital communication solutions, content for webtv, journalistic coverage of events and management of social networks for a Multimedia Communication Company.- Beonday: Support in the organization and development of materials for strategic workshops aimed at ensuring the team and consolidating results. Company specialized in techniques for strengthening teams and mapping skills and competences using techniques of analog games and observation of specialists in behavioral psychology.

São Paulo E Região, Brasil

Elaboration of Success Cases based on best practices and solutions mapped from internal areas of Atento Brasil Operations aiming to spread the expertise in specialized media and Market Awards such as Consumidor Moderno, Conarec, ABT, etc.

São Paulo E Região, Brasil

Development, organization, engagement and management of the Best Practices Global Awards promoting the best practices interchange and raising the bar in 16 countries.

São Paulo E Região, Brasil

Head of team responsible for developing CX and Benchmarking projects for Base Customers and Prospects aiming identify business opportunities and support of Atento’s repositioning from Contact Center Supplier to Strategic Business Partner. Analysis and diagnosis of process detours aiming to improve the customer experience, operational efficiency, decreasing costs and evolving the Client Satisfaction. Tools and Methodology: Customer Journey, Mystery Client, Benchmarking, Data Analytics and Lean Six Sigma

São Paulo

Development of methodology for mapping, analysis and documentation of attendance best practices in several channels and Market to support commercial proposals.Structure of Buzz Monitoring projects to support the strategy of Social Media Customer Services.Tools and Methodology: Mystery Client. Benchmarking, Buzz Monitoring, Qualitative and Quantitative Surveys, Focus Group and Net Promoter Score.

São Paulo E Região, Brasil

Structure of sales managing process for Telesales e Certified Partners with direct report to Microsoft Marketing area generating leads and relevant data for campaigns development. Development of online communication strategy between Telesales and Account Managers team of Microsoft.Training of Welcome Staff, process recycling and commercial approach techniques.Tools and Methodology: CRM, SharePoint, Visio

São Paulo E Região, Brasil

Mapping and business process developing to Telesales e Certified Partners aiming more accuracy of data updated on CRM tools. Parametrization of SharePoint as unique online channel for searching process and documents.Weekly Report of Performance Results.Tools and Methodology: CRM, SharePoint, Visio

Outsourced By G&P

Development and coordination of Surveys, data collecting and process analysis of sales, activation, loyalty and prospects profitability.Customer segmentation aiming to improve the sales performance and new business.Main Project: Credicard Store.Tools and Methodology: Data Warehouse, Business Object

São Paulo E Região, Brasil

Development of questionnaires and strategy approach for Surveys Outsourced Team aiming to identify the acceptance of pilot products and added valued services.Reports and presentation of surveys studies as decision strategy of Products Launching. Customer segmentation and Mailings enrichment to Product Surveys and Telesales.Process analysis and proposal of Sales Flow improvement.Tools and Methodology: PDCA

São Paulo E Região, Brasil

Mapping of procedures flows and KPIs to identify opportunities of process improvement and optimization in several areas such as Human Resources, Public Phone Service and Marketing.Design and presentation of businesses flowcharts and diagnosis monitoring in partnership with Consultancy Companies such as PWC e ABCBT Consulting.

Post Graduation, Mba Entrepeneurs Management

Bachelor Of Technology - Btech, Information Technology

Complementary Courses: Consumer Behavior At Sales Stores, Marketing

Holiday Course

Curso De Product Manager