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Work Background
Itaú UnibancoExpansion and Products Coordinator
Sep. 2021 - Sep. 2023São Paulo, Brasil• Innovation and digital transformation: leading the introduction and dissemination of agile models and methodologies for the transformation and innovation of products and journeys in the segment.
• Growth and expansion: developing and executing strategies for expansion and winning new clients.
• Customer experience: responsible for structuring projects, internal processes and entry channels, guaranteeing an optimized customer experience.
• Governance: defining and implementing policies and procedures to ensure regulatory compliance and product success.
• Continuous improvement: reviewing and improving acquisition and onboarding journeys to ensure customer satisfaction and business growth. Main Results Hired to relaunch the brand, modernize journeys, create new channels and implement digital marketing campaigns, resulting in a 35% increase in the number of new customers in 2022, with 88,000 new customers acquired. The projection for 2023 is an increase of 47%, with 130,000 new customers expected. In two years, an expected gain of 1.3 million new customers.
PicPayPlanning and Channel Specialist
Nov. 2020 - Sep. 2021São Paulo, Brasil• Team management: responsible for the planning team of the Inside Sales and Field Sales channels, which work on the accreditation, activation, monetization and reactivation of establishments (PJ life cycle).
• Strategy definition: definition of contact strategies and journeys for PJ customers in the P/M (Long Tail/Middle) segment.
• Partner management: management of the BPOs responsible for prospecting and customer relations.
• Planning and processes: action planning, creation of processes, data flows and digital management routines.
• Targets and projections: drawing up targets, projections and behavioral studies.
• Contracting: processes for contracting partners and suppliers (RFPs and RFIs). Main Results Present at the expansion of the digital portfolio, contributing to the growth of 55 million customers, 10 million cards issued and revenue of 167%. Developed partnership strategies with registered establishments, turning them into promoters of the digital wallet, which led to significant growth in the following years.
PagSeguro PagBankCustomer Service and Intelligence Infrastructure Manager
Aug. 2019 - Oct. 2020São Paulo, São Paulo• Infrastructure management: management of technical, physical and logical infrastructure tools and projects related to call centers, focused on efficiency gains and continuous improvement in the customer experience.
• Security: working on Security Certification processes, Business Continuity / Disaster Recovery plans and contingency definitions.
• Contracting: RFI / RFP processes for contracting various tools and services.
• Supplier management: management of suppliers (BPOs) and contracts, working on the project from contracting to implementation.
• Market intelligence: responsible for the market intelligence / MIS team.
• Optimization: development of studies, predictive analyses and insights to optimize customer journeys and experiences. Main Results Working on the launch of the Moderninha brand and products, representing the customer service and experience directorate. The launch was a success, with record sales in the first few days. The challenges related to the launch included the need to quickly scale up the customer service operation, which was successfully accomplished.
UOL - Universo OnlineBusiness Intelligence and Planning Manager
Jul. 2016 - Aug. 2019São Paulo, São Paulo• Management of the intelligence team: management of the intelligence area in UOL's customer service department, responsible for managing the journeys and KPIs of UOL's business units (PagSeguro, UOL Produtos, UOL Host, Ed_Tech, etc).
• Operations: manager of customer service, planning, traffic, infrastructure and BI operations.
• Projects: responsible for the transition and migration of databases to the new BI platform.
• Digital transformation: digital transformation of customer service, with projects to implement bots and omnichannel tools with hybrid service points.
• KPIs: responsible for the integrity, creation and development of performance, productivity and business KPIs.
• Metrics: implementation of Customer Success metrics such as NPS, CES, Churn Rate, FCR and CRC.
• Governance: governance of customer satisfaction, cost and retention KPIs, as well as analysis of actions and improvements to improve these results.
• Marketing: working together with marketing to prepare media impact studies and actions for clients and prospects. Preparation of forecasts and targets for business and performance indicators.
UOLBusiness Coordinator
Jan. 2010 - Jan. 2014São Paulo, SP• Responsible for Strategic Studies and Identification of new markets/products to expand the portfolio, aiming at increased revenue and market share. Focus on innovation perceived by users and customers.
• Development of the financial planning of 11 product lines, linking revenue growth x operating expenses (budget, forecast, and projections).
• Financial management of actions and control of the marketing budget, performing P&L monitoring (EBITDA, net and gross revenues, G&A, etc.).
• Projections, analyses, and definitions of business indicators and concepts.
• Portfolio management in offline sales channels, working primarily with a supplier call center (active and receptive operations).
• Definition of sales and customer loyalty strategies.
• Startup of sales in new channels and partners.
• Closing and setting of goals (sales x revenue x costs).
• Coordination of Administrative and Market Intelligence/MIS teams.
UOLMarket Intelligence Analyst
Jan. 2007 - Jan. 2010São Paulo e Região, Brasil• Experience in market intelligence, with a focus on competitor analysis, trends, and opportunities.
• Creation of market studies, reports, and editorials, with a focus on providing relevant insights for decision-making.
• Interpretation of external information, with a focus on identifying patterns and hidden relationships in the data.
• Interface with business areas, with a focus on ensuring that market intelligence information is used effectively.
Nextel TelecomunicaçõesChannel Specialist
Mar. 2016 - Jul. 2016São Paulo• Responsible for the development, implementation, and optimization of sales channel strategies aimed at increased profitability and cost reduction.
• Marketing budget management for the creation of actions, campaigns, and motivational events, operating rules, creating indicators, and setting objectives.
• Monitoring productivity and indicators with reporting of information to the executive committee.
• Implementation, control, and administration of external suppliers, including RFP processes, contract management, productivity, and performance improvement actions.
• Creation and review of sales scripts and quality approach and analysis.
• Participation in projects and research related to customer journey and experience, integrated and legacy systems.
Edenred BrasilBusiness Inteligence Specialist
Sep. 2014 - Mar. 2016São Paulo, SP• Management of external research, including briefing, segmentation, and validation of methods.
• Control, processing, and automation of market intelligence reports.
• Knowledge of in-depth analysis and statistical inference.
• Implementation of lead generation process.
• Procurement and development of tools to optimize processes.
• Interface with sales, marketing, and other areas.
• Creation of commercial and product segmentation models.
OrbitallPlanning and Controls Analyst
Aug. 2004 - Oct. 2007São Paulo Area, Brazil• Systematic performance in the control, storage, processing, and automation of market information reports, interpreting market intelligence information.
• Demand management in service channels.
• Forecast of service indicators and island sizing.
OrbitallProject Trainee
Oct. 2003 - Aug. 2004São Paulo Area, Brazil• Development of functional specifications for Contact Center projects.
• Follow-up of post-deployment problems.
• Support for project and systems teams.
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