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

Insights Cognitivos Consultoria

- Development and implementation of integrated strategies for digital transformation, Generative AI, and innovation portfolio management, focused on driving market expansion and increasing organizational resilience for clients in the technology sector.
- Conducting in-depth scenario analyses and market research, integrating competitive intelligence and design thinking methodologies to optimize digital transformation roadmaps, organizational adaptability, and new product development.
- Leadership in the implementation of cultural transformation and business agility practices, promoting organizational flexibility and rapid adaptation to dynamic market changes.
- Utilization of the POPIT model to integrate people, processes, information, and technology.
- Development of Go-to-Market (GTM) strategies and creation of premium content aligned with clients' digital transformation needs, aiming to enhance brand positioning in the technology sector.
- Periodic creation of knowledge pills on Digital Transformation, AI, Innovation, and Cybersecurity.
- Implementation of Validation and Certification processes for Key Risk Indicators (KRIs) with early identification of project risks.
- Analysis of technological innovation maturity (Technology Readiness Level - TRL) for the conception and development of innovation projects with artificial intelligence for the private sector and to foster technological innovation for Governments.
- Expertise in technical and prospective studies to support public calls, focusing on technological partnerships between CSOs and governments (Law No. 13.019/2014). Proficient in adapting projects to legal requirements, defining the partnership object, and describing activities and deliverables. Specialized in technological innovation projects that improve public services, ensuring transparency and positive impact. Development of work plans for public call notices in accordance with Law No. 13.019/2014.

AI Product Architect & Digital Innovation | B2B Content Strategist & Tech Writer

If you want to schedule a  Mentoring Meeting with me:
http://www.linktr.ee/renatosantanna
Mentoring of Entrepreneurs at a fair price per hour. Online meetings being held outside business hours (São Paulo, Brazil time zone, GMT -3) and agreed upon by the availability of both parties.

Thinker and Curator about the VUCA World and the Digital Era, with a natural curiosity about the World and its complexity, multidisciplinary knowledge and the ability to produce actionable recommendations and insights about the competitive landscape of your area. 

Also a Mentor, Writer, Instructor and Speaker on topics related to Innovation, Entrepreneurship, Technology, Future of Work, Artificial Intelligence Applications for Business and Consumer Behavior on digital channels.

English Articles: https://medium.com/@renatoazevedosantanna
Curator of the Quora Space about Innovation at https://pt.quora.com/q/disrupcaonomundovuca

Areas of expertise: Digital Transformation & Digital Business Strategy | Innovation & Insights | Digital Media & Growth Hacking | Content Strategy & Marketing Intelligence | Data Intelligence & Consumer Behavior | UX Research & Prospective Foresight

Mentor/Innovation advisory for SaaS startups and consulting for B2B Tech brands assisting in the process of giving "meaning" and context to the data, with the analysis of the business context and processes, situational awareness and competitive landscape, early warning, prospective scenarios and strategic foresight, helping to shape the strategy and with the establishment of tactical actions, identifying blind spots, acting with Digital Transformation & Digital Business Strategy, Marketing Intelligence on Digital Channels, Digital Analytics, Content Strategy & Intelligence, Trend analysis, Market Research and consumer behavior analysis, management of key performance indicators and with the generation of actionable insights and recommendations for decision making in order to find innovative solutions to the business.

Innovation Advisor | Digital Transformation Specialist | AI Ethicist | Mentor, Writer & Speaker

PUC angels

Executive Member  - Artificial Intelligence | Startups Committees

Autista Empreende

Creating compelling and effective copy for businesses. Planning strategically, carefully curating content, mapping out topics, and conducting thorough trend analysis.

Partner

DevNetwork

Advisory Board Member

Antecipação Estratégica

Co-Founder

Startup Academy

Mentor

FasterCapital

Focus on promoting and strengthening of Startups and projects to apply to do business across São Paulo, Brazil Regional.

Regional Partner

Data Driven Investor

Articles about AI, Innovation and Disruptive Technologies in the VUCA World.

Contributing Writer

Grupo FCamara

- Scope of action involving Digital Business Strategy, Business Design, Growth Marketing, Digital Transformation and Innovation, with special attention to the Organizational and Cultural Transformation process in all its nuances, changing attitudes towards the challenges of Digital and Customer Mindset, with emphasis on autonomy with responsibility and interdisciplinarity.
- Data Storytelling and content production for the construction of articles, business case studies, services portfolio and analysis of competitive environment scenarios and consumer behavior trends. Participation in market and Universities events as a Speaker on topics related to Innovation and Cultural Transformation and as a Company Representative in Hackatons and Academic Events. Mentoring to other employees in addition to participating in several projects related to the Innovation area.

Digital Business & Insights Consultant

Ripple Impact

- Innovation Project Management: Led the design, planning, and execution of innovation-focused projects in the Executive Education sector, developing new revenue streams by identifying and implementing disruptive business models.
- Tactical and Strategic Planning: Established tactical plans based on thorough analysis of the competitive landscape, using foresight techniques to map future scenarios and prepare the organization for imminent challenges.
- Contingency Planning: Developed Crisis Management strategies incorporating business agility practices and organizational adaptability.
- Support to Company Departments: Collaborated with various company departments to provide technical and strategic support related to business continuity, promoting an integrated approach to risk management.
- Strategic Content Creation: Defined scope, conducted topic research, outlined, generated insights, and developed content for training modules in the Executive Education field with a focus on Entrepreneurship.

Senior Project Manager - (A-CSPO)

Product Marketing - Digital Innovation & Insights Specialist | GenAI Strategy & Digital Transformation | Strategic Positioning, Tech Writing & Foresight for B2B Marketing | Mentor at FasterCapital | AI Blogger | Speaker

I transform ideas into digital strategies that drive measurable results.

As a specialist in Digital Innovation & AI Product Strategy, with a keen focus on GTM strategies, I craft business models and premium content strategies to elevate brands within the tech sector. My expertise lies in strategic planning, scenario mapping, and the creation of high-end marketing content. I engage in thorough business case analysis, market research, and the development of product roadmaps, incorporating competitive intelligence and prospective scenarios to enhance the launch and market adoption of digital innovations, driving sustainable revenue growth.

Areas of expertise: Digital Transformation & Strategy | Innovation & Insights | Digital Media & Growth Hacking | Content & Marketing Intelligence | Data Intelligence & Consumer Behavior | UX Research & Prospective Foresight

Professional Experience: Since 2015, I have shifted my career focus to work as an Insights Consultant, specializing in Digital Transformation, Business Design, and Innovation. I leverage the results of Data Analysis to provide a deeper "meaning" and context to the data by utilizing the art of Data Storytelling. I diligently analyze business context and processes, prioritizing staying informed about the competitive landscape for situational awareness. By providing early warnings and offering prospective scenarios, I play a vital role in shaping strategic and tactical actions. This process helps to identify blind spots when using Marketing Intelligence on digital channels. My expertise extends to Product Marketing, Market & Roadmap Research, Trend analysis and understanding consumer behavior insights. The ultimate goal is to generate new revenue sources through Product Innovation by delivering tangible results. It also involves generating actionable insights and recommendations for effective decision-making.

Skills: Strategic Foresight, Business Agility, Consumer Insights, Market Intelligence, Digital Strategy, Digital Products, Tech Writing, Strategy Design, Product Roadmap, Outcomes planning, Goals, OKRs, Product Discovery, GTM Strategy, CRM, NPS, CSAT, B2B Pre-Sales Intelligence, Product Innovation, Content Strategy, Content Design, Content SEO, SEO Writing, Marketing Copywriting, Thought Leadership, Scrum, Lateral & Strategic Thinking, Design Thinking, Innovative Problem-Solving.

Highlight: Co-author Forbes USA 2020

Get in touch and find out how
we can work together:
☎ (+55) 11 968643388
✉️ renatosantanna@gmail.com

taplio

The Battle

Bruno Cassiano

Renato Azevedo Sant Anna

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?