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Comunidade Minha Carreira by FluxusMembro
Nov. 2023
Azul Linhas Aéreas BrasileirasBusiness Solution Analist - Specialist | Product Owner | PSPO I | Scrum.org
Dec. 2020Barueri, São Paulo, BrazilResponsible for restructuring three key products: Product Owner - RPA Team
- Identified opportunities and led the Robotic Process Automation (RPA) project in the Customer Service area, increasing from 2 to 22 active robots and integrating back-end and front-end systems.
- Improved the development team’s performance by implementing hybrid management practices, optimizing documentation and stakeholder communication, and promoting clear quality analysis standards. Product Owner - Service Bus (Ticket and Product Change and Cancellation Operations)
- Advocated for and guided the product strategy, transforming it from a standalone application into a service bus, creating a new long-term vision to support both current and future applications adopted by the company.
- Collaborated with the architecture team to ensure scalable application growth.
- Increased the number of resources and functionalities by addressing business and customer needs, resulting in a significant increase in self-service on websites and apps for B2C and B2B customers.
- Reduced the Average Operation Time (AOT) and increased the number of automated cases, achieving an 85% reduction in manual handling. Product Owner - Chatbot
- Redesigned the roadmap for the informative Chatbot service, implementing systemic integrations and redesigning conversational flows to enhance self-service resources integrated on the website and WhatsApp.
- Implemented agile management using Scrum for the development team and Kanban for the UX and Content Curation teams.
- Achieved a customer service retention rate of 70% for the implemented chatbot flows.
Saber EducaçãoSystem Analyst / Data Integration Analyst / ERP TOTVS Analyst
Jan. 2017 - Dec. 2020São Paulo e Região, BrasilResponsible for supporting processes and systems in M&A operations in educational institutions: Results Obtained: - Trained academic and administrative teams in new systems and routines in the standards adopted at the headquarters
- Optimized administrative and operational processes in 8 units acquired during M&A processes.
- Analyzed processes, identified systemic needs and customized TOTVS ERP for process automation and greater operational efficiency through RPAs (Robotic Process Automation).
- Migrated more than 20,000 students from legacy systems to the ERP adopted by the acquirer.
- Automation activities, reducing the time for re-enrollment and closure of academic years from 20-25 days to an average of 2 days.
- Integrated systems between the Educational and Payroll modules of the TOTVS ERP to automate teacher payroll.
Faculdades Integradas PitagorasIT Management
Mar. 2009 - Jan. 2017Montes Claros - MGResponsible for the systems used in academic, support (HR, Finance, and Accounting), and administrative departments: Responsibilities and Achievements: - Expanded the use of the TOTVS ERP, establishing it as the company’s central system, which brought a integrated and automated flow of informations across all areas of the company
- Managed development projects for integrations between legacy systems and the adopted ERP.
- Supervised ERP implementation vendors and consultants.
- Administered database systems and other organizational data sources.
- Led systemic projects and technical activities for Admission Processes, managing 20 admission processes with over 40,000 candidates, ensuring accurate correction, processing, and release of evaluations and results.
- Managed the development of satellite applications to the ERP, providing customized interfaces for students, teachers, and families.
- Oversaw the support and development team and been involved in hiring and developing IT team talents.
CEMIGProvider of administrative services and information technology intern
Feb. 2007 - Dec. 2008Provider of administrative services, use of enterprise software and help in maintaining files recovery procedures.
Analysis of a ticket system for the corporate area. Development of spreadsheets, user support.
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