Product Development Coordinator

• Aug 2022 - Present

- Supervise the website operation, mediating communication between 4 industries that work on the front end, back end, integration, and payment flows. - Lead daily meetings with 20 people from the technical, product, and business teams (POs), UX/UI, TL, and AM, prioritizing the initiatives of partner companies. - Analyze and present long and medium-term results in two monthly strategic meetings with company directors. - Develop creative product development tools and guidelines that help to inspire and drive new and elevated ways of developing products and bringing products into the market. - Translate business strategies and needs into execution for an Agile product team and define team goals and strategy, ensuring alignment with circle and value stream vision. HIGHLIGHT: - Directed the launch of a new online shopping platform with a 10x increase in sales in the first hour, 7x more hits than the day before, and a 98% decrease in bugs. Show less

Product Coordinator

• Mar 2022 - Jul 2022

- Oversaw 40 improvement and growth projects in the company's channels and defined the roadmap of 23 projects for the tech team.- Executed product prototyping and usability testing, monitoring DOR and DOD tasks.Defined metrics and measurement of product success using OKRs, and NPS, creating and refining the product's roadmap and backlog.- Led a team of 2 Product Analysts (POs) and 1 UX/UI, providing training in project management and soft skills, and mediating communication with DEV, DevOps, and stakeholders.- Established PMBOK practices and product lifecycle control using Design Thinking;Researched user interaction quantitatively and qualitatively, writing user stories in BDD and using Confluence/Jira;HIGHLIGHTS: - Supervised the creation of the Pronta Reforma product, achieving a GMV growth of 59% in over a week, 30% higher than the comparable GMV in the previous year.- Led the maintenance of the Pronta Reforma product, reaching the 4th place of construction material sellers in the B2W channel, with 300 active sellers and more than 100M SKUs launched in 2021. Show less

Product Owner Sr

• Mar 2021 - Mar 2022

Senior Project Analyst CX

• Jun 2019 - Mar 2021

- Led daily, planning, retro, and review Scrum meetings with UX, DEV, DevOps, Support, and Stakeholder teams, while inserting the agile methodology. - Developed usability tests and presented hypotheses to solve issues on the monitored products. - Executed product Discovery and Delivery. HIGHLIGHTS: - Formulated +50 customer and partner service flows, impacting +1500 analysts during the product's +1000% expansion. - Implemented Food and Meal Vouchers, strategizing with the Technology and Commercial teams, ensuring 95% CSAT, 99.5% SLA, and 1.5% Contact Rate Show less

Full Exchange Analyst

• Jan 2018 - Jun 2019

- Created templates for the Compre & Confie app, improving + 25 service processes, impacting +1500 analysts and 98% of the company's partners. - Monitored 100% of purchases via the app, analyzing the target audience and writing user stories in BDD, using Confluence and Jira. - Prototyped and defined product roadmap and backlog, making the user's shopping experience smoother and faster. HIGHLIGHTS: - Restructured +25 fraud reversal processes and commercial disputes, involving internal areas such as technology, projects, customer service, and external customers, optimizing TMA by 50% and CSAT by 93%. - Led projects to support high-end e-commerce partners, reducing operating costs related to anti-fraud by 12% in 12 months. Show less

Full Exchange Analyst

• Dec 2015 - Jan 2018

- Created an MIS for handling customer complaints with a result of +70 cases per day analyzed 100% on time. - Executed the analysis of documentation, chargebacks, and rejections for high-end partner brands, ensuring 100% assertiveness. - Mediated communication between the technical team and managers, creating managerial control for the team's daily decision-making. - Created an MIS for handling customer complaints with a result of +70 cases per day analyzed 100% on time. - Executed the analysis of documentation, chargebacks, and rejections for high-end partner brands, ensuring 100% assertiveness. - Mediated communication between the technical team and managers, creating managerial control for the team's daily decision-making.

Senior MIS Specialist

• Nov 2013 - Mar 2014

- Supervised a product for the Interchange MIS Systems and Development team, consolidating indicators and generating subsidies for analysis improvements, optimizing the result by 60%. - Defined rules and monitored KPIs and OKRs, ensuring 100% productivity compliance and generating greater chargeback control. - Supervised a product for the Interchange MIS Systems and Development team, consolidating indicators and generating subsidies for analysis improvements, optimizing the result by 60%. - Defined rules and monitored KPIs and OKRs, ensuring 100% productivity compliance and generating greater chargeback control.

Senior Exchange Specialist

• Jan 2012 - Jul 2013

- Supervised the product of the new service system impacting +600 analysts and structuring +25 service flows. - Established +30 operational processes, reducing costs by 24K BRL monthly, ensuring compliance with credit card procedures. - Recovered 89% of reversal processes worth +2M BRL. - Supervised the product of the new service system impacting +600 analysts and structuring +25 service flows. - Established +30 operational processes, reducing costs by 24K BRL monthly, ensuring compliance with credit card procedures. - Recovered 89% of reversal processes worth +2M BRL.

Senior Exchange Analyst

• Feb 2011 - Apr 2012

- Oversaw the Chargebacks of the main credit card brands, guaranteeing 99% accuracy and 98% CSAT. - Directed the product of the Online Chargeback Treatment Platform project, analyzing 100% of the volume with a +60% productivity increase per month. - Supervised a multidisciplinary team of +15 analysts, achieving CSAT and NPS targets. - Developed MIS with dashboards covering 100% of Exchange processes, generating visibility and control of processes for strategic management. - Oversaw the Chargebacks of the main credit card brands, guaranteeing 99% accuracy and 98% CSAT. - Directed the product of the Online Chargeback Treatment Platform project, analyzing 100% of the volume with a +60% productivity increase per month. - Supervised a multidisciplinary team of +15 analysts, achieving CSAT and NPS targets. - Developed MIS with dashboards covering 100% of Exchange processes, generating visibility and control of processes for strategic management.

Product Specialist Assistant

• Jan 2008 - Feb 2011

- Developed MIS with excel dashboards covering 100% of exchange processes, recovering financial losses of +100K per year. - Created and monitored the Cielo Best Practices Program and the MasterCard Monitoring Program, working with high-end partners and earning +2M BRL per year, increasing sales by 23%. - Developed MIS with excel dashboards covering 100% of exchange processes, recovering financial losses of +100K per year. - Created and monitored the Cielo Best Practices Program and the MasterCard Monitoring Program, working with high-end partners and earning +2M BRL per year, increasing sales by 23%.

Full Exchange Analyst

• Jan 2001 - Feb 2007

- Analyzed Chargeback, Pre-Arbitration, and Friendly Billing of the main credit card brands, generating CSAT of 98% and NS of 97.5% per month. - Created a motivational campaign "Tô de Olho", generating a 26% reduction in costs in the area in one year. - Established a feedback system with the IT area, coordinating deliveries and ensuring a 360° evaluation with 100% team engagement. - Analyzed Chargeback, Pre-Arbitration, and Friendly Billing of the main credit card brands, generating CSAT of 98% and NS of 97.5% per month. - Created a motivational campaign "Tô de Olho", generating a 26% reduction in costs in the area in one year. - Established a feedback system with the IT area, coordinating deliveries and ensuring a 360° evaluation with 100% team engagement.