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Work Background
Fundadora
Traço 77 | Casa para tatuadoresFundadora
Jan. 2024Designing and structuring workflows and projects from the ground up Leading and inspiring teams to achieve both personal and collective growth Managing digital campaigns with platforms such as Google Ads, Facebook Ads, TikTok Ads, Pinterest Ads, and Meta Business Suite Defining clear success metrics (OKRs and KPIs) and coaching teams on how to meet and exceed them Tracking key indicators across finance, marketing, and customer experience to ensure scalable results
CX Supervisor | Culture and Development
NubankCX Supervisor | Culture and Development
Apr. 2022 - Sep. 2024São Paulo, Brasil- Lead multi disciplinar teams; - OKRs and KPIs follow up; - Develop results reports for the management team; - Plan projects timelines; - Provide periodic feedback to my analysts in order to improve their career; - Manage team tasks using Jira and Google Sheets; - Coordinate internal comms actions; - Develop data dashboards for OKRs and KPIs follow up;
CX Sr. Analyst (Fraud)
NubankCX Sr. Analyst (Fraud)
Jul. 2020 - Apr. 2022São Paulo, São Paulo, Brasil- Assist in the migration of demands from other areas; - To structure and document quality routines; - Leadership of junior analysts; - Analyze data and identify quality metrics tendencies; - Structure and monitor action plans results using agile methodologies (PDCA, SMART, 5 Whys, SCRUM, etc); - Establish and maintain contact flow with stakeholders; - Structure internal communication routines; - Elaborate action plans for loss mitigation; - Perform analysis using Looker and Google Big Query; - Develop dashboards in Google Datastudio and Looker; - Analyze and evaluate customer interactions; - Manage tasks using Google Sheets and Notion;
CX Jr. Analyst (Chargeback)
NubankCX Jr. Analyst (Chargeback)
Jan. 2019 - Jul. 2020São Paulo, Brasil- Provide support to our customers answering chats, emails and calls; - Empower our customers by answering their questions and showing them how to solve potencial problems; - Analyze and prevent fraud; - Collect feedback and suggestions from customers and prospects; - Update and apply fraud's prevention training to new ; - Track claims on our chargeback process; - Take part in minor projects to improve customer experience and internal team engagement
Marketing Intern
SodexoMarketing Intern
Aug. 2017 - Jun. 2018São Paulo e Região, Brasil
Administrative Assistant
TG | ArquiteturaAdministrative Assistant
Apr. 2016 - Jul. 2017São Paulo e Região, Brasil

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