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Work Background
AmazonCatalog & Data Annotation Program Manager II
Jun. 2024São Paulo, São Paulo, BrasilLed a team of Data Annotators that perform high-quality dataset labeling that enable the refinement of LLM technologies. Collaborated with tech teams and global PMs on diverse annotation projects. Conducted continuous process improvement using technology for scalability, while saving resources with strategic effort allocation. Owned all catalog support and communication for selling partners and internal stakeholders within Brazil. Partnered with product teams to onboard solutions that benefit customer experience and optimize internal processes. Advocated for DEI as board member of Women at Amazon Brazil.
AmazonCatalog Program Manager I & Services Team Lead
Feb. 2023 - Jun. 2024São Paulo, BrasilPeople manager for a small team (up to 7 people), responsible for the planning, execution, and delivery of projects related to Catalog Quality in Brazil. Led high-priority product initiatives, leveraging task management and agile practices. Worked backward from the customer and stakeholder needs to define and clarify the business procedures and process requirements. First and main point of contact for catalog discussions, owning all communication related to the program, including milestones, deadlines, updates, and results reported to senior leadership. Partnered with stakeholders and managers to secure resources, set priorities, and drive delivery against program goals, independently managing difficult, cross-functional projects across tech and non-tech teams. Overachieved results, delivering 190% vs. annual goal by exploring opportunities. Advocated for DEI as Women at Amazon Brazil board member. Experience using Asana, Kanban, Scrum.
AmazonCatalog Quality Manager
May. 2022 - Feb. 2023São Paulo, São Paulo, BrasilManaged a small team to provide timely operational support to cross-functional partners for all organizations within the country (Brazil). Ensured catalog quality for products in deals during company events, guaranteeing a defect-free customer experience. Owned operational goals, tracking and reporting results and regular updates to senior management and stakeholders. Responsible for identifying day-to-day operational problems and implementing tactical solutions to improve efficiency, while using data analysis to drive cross-functional decisions to enhance catalog operations. As a people manager, it was necessary to set clear goals and performance expectations, while delivering regular coaching and feedback to develop team members. Independently delivered critical solutions, improvements, and mechanisms to enhance catalog quality and establish a culture focused on quality, efficiency, and simplification. Created optimal capacity plans, balancing employee experience, goal achievement and cross-team support. Elected CIPA and Safety board member.
AmazonCustomer Services Team Manager
Apr. 2020 - May. 2022São Paulo, BrazilImplemented the Virtual Customer Services operation in Brazil, encompassing phone, email, and chat channels, while benchmarking against LATAM operations. Managed large teams (30+ associates) and performed individual coaching to drive performance improvement and facilitate career growth. Conducted WBR for leadership, overseeing 20+ KPIs. Analyzed data and trends to identify areas of opportunity, driving actionable insights to maximize the team's potential. Led the interviewing, training, and mentoring initiatives in the new leaders program across three departments. Created engagement activities for an operation with 200+ associates, aiming to improve Connections scores and overall engagement levels. Advocated for DEI as a board member of CS DEI and Women at Amazon Brazil groups.
UberCustomer Support Representative - Critical and Sensitive Incidents
Aug. 2018 - Apr. 2020São Paulo e Região, BrasilProvided critical support in customer incidents and accidents, actively engaging with tier 2 support to address cases opened by driver partners or riders. Self-managed key performance indicators (KPIs) such as APH, TPH, CSAT, QA, AHT, ABS, and adherence, ensuring consistency to quality and efficiency standards. Actively participated in the launch of a new mobility product (JUMP), contributing to the successful introduction of the service to customers. Exchanged between departments, gathering knowledge from payments, trips, and fraud. Led a project focused on Nonviolent Communication, earning recognition through an award for the successful implementation of a new rotating site schedule. Served as a beta tester for the new knowledge base in Salesforce, providing valuable insights to the US content team. Proficiently utilized various systems, including Jira, Salesforce, Asana, Slack, Zendesk, and internal tools.
Concentrix (Client: Spotify)Bilingual Team Leader
Jul. 2017 - Jul. 2018São PauloImplemented customer support through email and chat in Brazil for Spotify. Managed a team of 24 associates across 3 Lines of Business - N1 chat and e-mail + N2. Introduced new waves into the operation, organized the onboarding process and participated in training. Conducted WBR with managers and external clients. Provided weekly coaching to agents, focusing on their development and improvement, while also conducting regular quality audits. Developed and executed action plans, analyzing KPIs such as ABS, CSAT, OB, AHT, turnover, adherence, SLA, and quality. Worked closely with the US team when handling extraordinary cases. Created motivational campaigns and integration actions, contributing to a positive and engaged team atmosphere. Demonstrated proficiency in utilizing various systems including Salesforce, G-Suite, Tableau, OneSource, and internal tools.
TeleTechBilingual Team Lead
Apr. 2016 - Jul. 2017São Paulo e Região, BrasilClient: Netflix
ConduentBilingual Customer Support Analyst
Apr. 2015 - Apr. 2016São Paulo e Região, BrasilClient: Apple
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