Opental

Board Member responsável pelos Pilares de Tecnologia e Produto.

Board Member

- Support technically the creation of a community with 1,5k+ members.
- Set our Life Long Learning environment through technologies with low cost and high performance.
- Analyze members usage and platforms performance and generate insights data-driven to enhance service performance and members engagement.
- Automate processes with AI Tools and integration to reduce repetitive workload and costs.

Tech & Product Lead

ALMAH

I successfully managed a large-scale, global project for a global client that consolidated the company's international websites onto one unified platform.  This project involved:

- Centralizing Infrastructure and Content: We merged all website infrastructure (like servers) and content into a single location. This improved website performance and resulted in cost savings.
- Implementing Location-Based Personalization: We used geolocation technology to display tailored product information and content to website visitors based on their location. This improved the user experience and increased sales.
- Leading Cross-Functional and International Teams: I coordinated with various teams across multiple countries, ensuring effective communication and collaboration throughout the project lifecycle to achieve shared goals.

I also have led AI and automation implementation to improve business operations. Specifically:

- Developed an AI-Powered Customer Service Solution: I implemented an AI chatbot on WhatsApp to provide customers with instant support 24/7. This improved customer satisfaction and reduced the workload on our support team.
- Automated Internal Processes with AI Agents: I developed and deployed AI agents to automate various internal tasks, such as ticket creation on Taiga, daily reports over open tasks, business rule bot. This significantly improved our efficiency and reduced errors.

Senior Product Owner

Soul Brasil Esportes

As Tech & Product Lead at Soul Brasil Esportes, I spearheaded the complete refactoring of our website and core systems used by our athletes. This involved:
- Recreate the web app in Bubble to improve performance, scalability, and maintainability with low cost and fast implementation.
- Developing a new athlete performance tracking module to enhance user experience and provide valuable data insights.
- Collaborated closely with the marketing to use data-driven insights to leverage data-driven insights from the refactored platform, enabling more targeted campaigns and personalized athlete communication.

360dialog (official WhatsApp Business API Provider)

As a Data Analytics and Data Science professional, my expertise is central to driving business decision-making across various departments. My role involves transforming complex data into understandable, actionable insights that have directly contributed to the company's strategic goals.

Primary Responsibilities:

Data Analysis: Analyzing large, complex data sets, using various statistical analysis tools and techniques. My responsibility involves discovering patterns, trends, and correlations that can aid in decision-making.

Data Migration: Data migrations across various systems. I ensure the accurate and efficient transfer of data while maintaining data integrity.

Dashboard Creation: Creating clear and interactive dashboards that visually represent data to aid in business decision-making.

Query Handling: Retrieving and manipulating data as per the business requirements through SQL Queries.

Cross-Functional Collaboration: As the primary data contact for finance, growth, fraud, and customer-facing roles, I work closely with these departments to identify their data needs, providing them with accurate and actionable insights.

Data Science & Automation

As a Customer Success & Tech Support Team Lead - LATAM, I was responsible for shaping customer experience and supporting the team's development.

Primary Responsibilities:

Training & Development: Hiring, onboarding and training of new customer support agents, equipping them with the necessary skills and knowledge to solve various technical issues, from number submissions to API key configurations.

Complex Case Management: I served as the focal point for escalated complex cases, providing solutions that ensured customer satisfaction and reduced potential churn.

Process Creation/Update: I was responsible for refining our troubleshooting processes and updating our internal Confluence Page, driving efficiency in our response times and overall service quality.

Team Management & Performance Tracking: Manage activities of the team, ensuring optimum performance through monthly reports detailing team performance, identifying areas for improvement and implementing necessary changes.

Customer Success & Tech Support Team Lead - LATAM

Provide premium support to customers navigating our suite of services.

Primary Responsibilities:

Customer Interaction: Handling customers' inquiries, feedback, and concerns through our JIRA ticketing system putting their needs at the forefront of every interaction, ensuring they receive timely and accurate solutions to their issues. My role necessitates clear communication, empathy, and deep product knowledge.

Problem Resolution: Resolving a wide array of technical issues that includes helping customers with number submissions, number activation, number migration, setting up API keys, setting up Webhooks, etc, by utilizing my extensive understanding of our product suite and technical expertise, I help customers troubleshoot and fix their issues effectively and efficiently.

Technical Expertise: Proficiency with our APIs and understanding the full capabilities of the WhatsApp Business API providing a higher level of assistance, guide customers through more complex issues, and troubleshoot problems effectively through GCP log analysis (API Calls and callbacks).

Knowledge Sharing: As part of my role, I help customers understand our platform better. This includes providing guidelines, sharing best practices through constantly udpated documentation.

Tech Support Specialist - LATAM

Albato

As Head of Tech Support and Customer Success, I held a pivotal role in structuring the department, focusing on the implementation of streamlined processes and comprehensive documentation to enhance operational efficiency. My role required me to create strategic plans for client base growth, with the primary strategy being the conversion of our free clientele into paid customers.

In orchestrating this conversion, I was able to develop a strong rapport with our clients, understanding their needs and pain points and designing solutions that not only addressed their concerns but also added value to their experience with our organization.

Through the meticulous application of this strategy, we were successful in expanding our client base by a remarkable 50%. This growth is a testament to the effectiveness of the adopted strategic approach, as well as the strength of the customer support and success department that I was entrusted to lead and manage.

In this position, my responsibilities also included training and mentoring a highly skilled team, setting KPIs and evaluating performance against these targets, and continuously enhancing the quality of customer support through data-driven decision making. Our focus was always on ensuring customer satisfaction and loyalty, thereby driving long-term business growth.

Head of Tech Support & Customer Success - Brazil

LinkApi Solutions

Cultivated enduring customer relationships by providing proactive insights for optimal utilization of the platform, thereby enhancing customer satisfaction and loyalty.

Maintained comprehensive knowledge of the platform's operations and kept abreast of updates and changes through consistent communication with our developer team.

Monitored customer key performance indicators (KPIs), developed strategic action plans to achieve team goals, and implemented preventive measures to mitigate churn risks.

Conducted thorough investigations into each client's operations to better understand their unique needs and identify ways to assist them in effectively using our platform.

Established a regular customer communication and follow-up routine, ensuring timely responses and sustained engagement.

Streamlined existing processes and developed new ones as required, leading to improved efficiency and productivity in the department.

Customer Success & Integration Management

Influx

Oversaw and tracked the performance of a team responsible for handling live customer support tickets. Ensured exceptional response quality and effective solutions pertaining to product and technical support, product purchases, billing, subscription renewals/cancellations, refunds, and invoicing.

Led the team effectively, facilitated onboarding, and conducted training sessions for new agents to enhance their customer service skills and product knowledge.

Updated process guidelines and troubleshooting documents to maintain an up-to-date knowledge base for the team, leading to efficient issue resolution.

Provided multilingual customer support, showcasing proficiency in interacting with a diverse customer base and ensuring effective communication.

Client Team Leader (Tech Specialist)

AB Group (Spekter labs, Konker.io, Source University)

Provided top-tier customer service while operating and managing CRM, Chat, and Shipment systems. Ensured seamless integration and smooth operation of all three systems, optimizing overall functionality.

Furnished customers with accurate and timely information, effectively addressing their needs related to product purchases, product deliveries, billing, order cancellations, refunds, and invoice generation.

Responded swiftly to customer inquiries, offering live action solutions that underscored a commitment to customer satisfaction and experience.

Customer Service & Community Management

Uarte 360

General Management:

- Develop and maintaining website active and updated with brand new products;
- Manage suppliers, buying orders and delivery time;
- Manage E2E product cycle (Design and approval, pricing, production, quality test, and delivery);

Customer Success Leader:

- Train and lead agents to work in live e-commerce chat whilst delivering the highest quality customer service;
- Making sure all deadlines were being met;
- Managing billing, invoices, refunds, product devolution/exchange;
- Keep the KPI (Customer happiness and satisfaction) always above 90% and the lowest average time response possible;

Customer Success Leader & General Management

Freelance

Home Office
Translate books, sample text, technical text, user's guide, workflows, articles, websites, and software interface. 
Subtitles and audio transcriptions creation.

Independent Translator and Subtitler

CTO @ Opental | CPO | Open Talent | Nocode | Lowcode | MVP | Startup | Data | AI

Bringing together expertise in Technology, Product, Data, and AI, I help businesses turn challenges into practical and efficient solutions.

Focused on boosting productivity and streamlining processes, I leverage tech stacks that allow me to build solutions using fast-deployment technologies, automations, and integrations to drive efficiency and cost reduction.

As a Nexialist professional, I connect people, data, and technology to foster sustainable innovation and deliver real results.

Skills & Experience:

1. Managing Teams, Products, and Projects:

-Experience working with global squads and leading international projects.
-Product management and roadmap planning with a focus on fast delivery and business alignment.
-Driving initiatives focused on innovation, efficiency, and cost reduction.

2. Developing, Implementing, and Managing Technology:

-Building MVPs and solutions using fast-deployment tech stacks.
-Implementing smart automations and complex integrations to simplify business processes.

3. Data:

-Creating scripts for web scraping, automation, and data analysis.
-Hands-on experience with the most widely used libraries and frameworks for data and AI.
-Building and orchestrating data pipelines and integrating multiple data sources.

4. Artificial Intelligence and Autonomous Agents:

-Implementing custom AI solutions to optimize operations.
-Using tools like Flowise, LangChain, LangFlow, and RelevanceAI to create autonomous agents and tailored workflows for specific business needs.
-Training AI with proprietary data through techniques like RAG (Retrieval-Augmented Generation) and Fine-Tuning.

Bruno Cassiano

Bia Saltarelli

REDECARD

Product Manager at Redecash Squad. 

Working in an integrated community to provide clients and partners an ecosystem of integrated solutions for payments, banking and cash management journeys. 

Payments

POS and Acquiring - Development of projects for the management and expansion of the DCC | Dynamic Currency Conversion - https://www.userede.com.br/n/conversor-de-moeda - product with a focus on revenue generation and financial efficiency. 

Management of Card Networks (Visa and Master) and Suppliers 

Operation ATM Tecban (Banco 24 horas) 

Squad responsible for managing the whole process of withdrawals operation - national and international - of financial institutions not associated with Tecban.

Product Manager

Analista de Produtos Sênior na Squad RedeCash
Atuação em comunidade integrada para prover para clientes e parceiros um ecossistema de soluções integradas para jornadas de payments, banking e cash management.
Meios de pagamentos
ATM e POS
DCC | Dynamic Currency Conversion - https://www.userede.com.br/n/conversor-de-moeda

Analista de Produtos Senior

Sensedia

Product Owner in Open Innovation projects | Open Finance/ Open Banking/ Open Insurance/
Project Manager - Implementation of Open project phases
Understanding of regulations and monitoring of launches
Understanding documentation and conducting the API integration/deployment process
Use/conduction of processes/projects in agile methodologies, such as sprints and scrum.

Product Owner | Project Manager | Open Finance

Eye Technologies

Eyemobile/ Getnet

Fintech. Software for Digital POS used in the main companies of process payment solutions (Getnet, Stone, Rede, Cielo, PagSeguro) for retail market.

Knowledge and implementation of payment options (credit, debit, PIX, link), process payment solutions, merchant services and API integration.
Acting as a squad leader, prioritizing and leading the development and delivery of products and projects.
Definition of business specifications, requirements and technical analysis, aligning expectations with technology leaders and development teams.
Also responsible for the roadmap and product backlog, considering business needs and customer demands. Has a strong command of agile methodologies such as sprints and scrum.
Implementation of data generation, OKRs, KPIs and product metrics.
Development of PLG-oriented products and data-driven strategies.
Understanding of methodologies such as BDD (Behavior-Driven Development), I.N.V.E.S.T. and S.P.I.D.E.R for defining business rules and formulating user stories.
Familiarity with logic-based programming and SQL queries for data analysis.
Engagement in projects with multidisciplinary teams and integration with other areas such as finance, sales, customer success and marketing.

Product Owner

Rock Content

Global Onboarding Team
Redesign of onboarding processes based on SaaS mindset and scalability
Remote team management
Interface with product and engineering teams and developers.
Interface with other areas and leaders.
Project management focused on agile methodologies.
Metrics and KPIS definition.

Global Supervisor User/ Customer Onboarding

Onboarding Senior Specialist Key Accounts at #RockContent
Digital project management. Creation and implementation of Inbound Marketing strategies for Key Accounts.
Management and strategic planning of digital content focused in SEO, CRO. Result-oriented.
Customer service
Metrics and KPIS definition for Content Marketing Strategy

User Onboarding/ Senior II Onboarding Specialist - Key Accounts

Onboarding Senior Key Accounts at #RockContent
Project management. Creation and implementation of digital strategies (Inbound Marketing) for Key Accounts customers.
Management and strategic planning of digital content focused in SEO, CRO. Result-oriented.
Customer service, development of strategies for Inbound Marketing.
Metrics and KPIS definition for Content Marketing Strategy

User Onboarding/ Onboarding Senior - Key Accounts

- Implementation of a new product culture (new platform)
- Platform specialist
- Process transition of customers and employees to the new platform
- Co-creation of the entire onboarding process (platform / technical setup / content / digital strategies)

Content Onboarding

- Content Marketing management and review focused on SEO, CRO. Result-oriented.
- Relationship with the Community / Talent Network

Content Analyst

Product Lead with a strategic mindset and a strong focus on innovation. Product and Business Manager with a systemic vision. Passionate about trends, technology, and open innovation. I connect strategy, teams, and business outcomes.

Experiences: 

✔️ Product Lead. People and product management. 

✔️ Experience as Product Owner and Project Manager in Payment Methods and Open Finance projects. 

✔️ Focus on innovation, process optimization, and data-driven decision-making. 

✔️ Acting as Squad Lead in technology and development teams. Experience with management/coordination, including a global team. 

✔️ Expertise in customer onboarding, user journeys, and personas. 

✔️ Product Manager at Itaú/Rede. Redecash Squad, focused on the DCC - Dynamic Currency Conversion - product with the main goal of driving revenue generation and financial efficiency.

Expertise: 

🚀 Knowledge in payment methods, acquirers, DCC (Dynamic Currency Conversion). 

🌐 Passionate about innovation and technology: Fintechs, CBDCs, Tokenized Economy, Open Finance, AI, PIX, Crypto, SaaS/BaaS. 

More: 

📚 Author of relevant articles in the field, available at [URL]. 

🎓 Executive Education in Open Banking and Digital Finance from FGV. 

#productlead #Itaú #productowner #productmanager #crypto #openbanking #openfinance #Drex #Pix #payments #management #DCC

taplio

The Battle

Bruno Cassiano

Bia Saltarelli

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