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Work Background
TrustlyProduct Manager
Nov. 2023Lead the development of the Customer Support structure, defining and managing the support
framework to reduce operational costs and maintain customer satisfaction.
• Achieved a 50% reduction in the backlog of customer requests.
• Increased ticket resolution throughput by 70%.
• Defined real-time data mapping for Customer Success and Engineering teams to
visualize ongoing themes and their statuses.
Implement an external partner platform via API in record time, enabling key financial institutions in
under two months through effective prioritization.
Lead the management of European connectors, expanding the product portfolio to offer more
comprehensive solutions for Meta and eBay clients.
• Responsible for planning and executing the migration of German connectors under the Trustly
Americas umbrella.
123milhasProduct Owner
Jun. 2022 - Oct. 2023BrazilAs a Senior Product Owner at 123milhas, I have the opportunity to actively participate in the development of various products, from the discovery stages to the delivery flow. Key results: Development of the Guaranteed Credit product, which allows customers to cancel their trips and receive a voucher refund, bringing in more revenue (approximately +10% 🚀), recurring business, and reliability to the company's products. Development of the 123assist product, a comprehensive travel insurance offered during the purchase journey, covering both domestic and international trips at a low cost, which also contributed to revenue growth (approximately +3% 🚀) and recurring business. Migration of the entire Google Analytics management from version 360 to version 4, providing detailed insights for the company's marketing strategies. Key activities: Leading the entire product lifecycle from product strategy, through roadmap analysis and management, using tools and methodologies such as Lean Inception, RICE, INVEST, among others. Managing the product backlogs, aligning squad backlog prioritization with the 123milhas' strategy, a crucial process to keep stakeholders updated on expectations, timelines, and, most importantly, the value added to each product. Managing stakeholders and their expectations to ensure value and results in each product. Utilizing agile methodologies for workflow management, such as Scrum, Kanban, and SaFe. Working within financial products, involving pricing calculations, payment methods, discounts, interest rate calculations, credit cards, and financial reconciliation flow for invoice issuance. Serving as a Leader of the Product Owners Chapter, responsible for supporting the development of the product team.
Zorzal Gestão e TecnologiaConsultant and Auditor for Management, Projects, and Processes
Nov. 2019 - Mar. 2020Vitória and Region, BrazilGeneral overview: • Analyze customer processes, identifying points for improvement, proposing control indicators and management tools. • Identification of best practices and operational gains for the MedSenior client that supported its expansion through process replicability.
ActizProduct Manager | Product Owner | Project Manager | Scrum Master | Chief Operating Officer
Jun. 2019 - Jun. 2022Vila Velha - ES - BrazilKey Achievements: • Structuring the entire project management methodology, applying the SCRUM Framework. • Development of the company's main product, ActizLab, from the strategic planning, conception, to the implementation of projects in customers. • Customer satisfaction rates with the product and projects above 95%. • Reduction of at least 30% in time, cost, or effort indicators in all implemented projects. • Fully working with clients outside Brazil, Latin America, USA and Europe, all projects in Spanish or English. Key activities: • Manage all software development, implementation, support, and consulting operations. • Manage projects through agile methodologies, advising on the Scrum framework. • Ensure the adoption of Scrum ceremonies and artifacts (sprint planning meetings, daily meetings, backlog management, sprint closing meetings, weekly meetings with customers, among others). • Ensuring the removal of any impediments that could negatively impact the delivery of value to customers. • Ensure the refinement of the backlog, the prioritization of tasks with greater added value, define with the client and the team the Definition of Ready and Definition of Done for each story.
Instituto De Gestao E Humanizacao IghQuality Coordinator
Dec. 2017 - Jun. 2019Vila Velha, BrasilGeneral overview: • Responsible for the Quality and Projects areas. • Audit and evaluate the implemented processes, map the processes, and describe through tools such as SIPOC, Process Map, among others. • Achieve the unit's first Sanitary Surveillance license, through an adaptation project. • Development of the entire quality management system from zero.
L'OréalNational Quality Coordinator - Physical Distribution
Apr. 2015 - Dec. 2016BrazilGeneral overview: • Develop and manage the Quality and Operational Support/Projects area of the Supply Chain Division nationwide. Main Achievements: • Improvements in all Supply Chain indicators in the Brazil region, from the worst world levels to record results in 04 of the 07 indicators. • Recognition of the quality management portal prepared by our team, by the head office in France, as the best management practice in 2015.
L'OréalQuality Coordinator - Caxias Distribution Center
Jul. 2014 - Mar. 2015Brazil
PetrobrasHSE Consultant
Mar. 2014 - May. 2014BrazilGeneral overview: • Drastic reduction of fires on drill ships, through mapping and identification of providers with the longest history of occurrences vs. worst results in follow-up audits. • Reduction of accidents because of mapping the main accident causes on drill ships and implementing targeted actions.
FPS 04 Consultoria / SRio ConsultoriaQuality and Process Management Consultant
Feb. 2013 - Nov. 2017BrazilISO 9001 / SASSMAQ - Certifications and Training;
Integrated Management System Training;
Process Optimization / Estatistic Process Control;
Monitoring of internal and external audits; Main Clients: Transportes São Geraldo, Cobrascam Cooperativa de Transportes, Rodoviária Novo Rio.
Wilson SonsQHSE Coordinator
Oct. 2007 - Nov. 2012BrazilCoordinate the QHSE areas, in Brazil, with 23 operations and more than 2.000 employees;
Manage a team with 02 directly and 30 undirectly employees;
Manage all the enviromente aspects of the operations, including environmental waste;
Coordinate the "Excelence Program", internal certification;
Manage the SASSMAQ and ISO 9001 certifications.
G. Silva Transportes e LogísticaQHSE Coordinator
Feb. 2004 - Sep. 2007Rio de Janeiro Area, BrazilCoordinate the QHSE Manager System, using the ISO 9001 and SASSMAQ norms;
Stablish and control KPIs of all areas;
Train an capacity the employees about the QHSE management system;
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