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

GAAS | growth as a service

Um parceiro estratégico de Growth e Inovação. Atua como um apoio ao crescimento de negócios. Toda empresa é um ecossistema e que o crescimento real exige clareza estratégica, alinhamento tático e consistência de execução.

Atuação:
-Estratégias de Crescimento, Inteligência Artificial e Hub de Soluções.

Growth as a Service  🚀  

Vila Seceta

A Vila Secreta é um lugar único, onde o tempo é diferente. 

Viaje no tempo! Descubra uma Vila de Experiências no coração de SP! 

Turismo • Vivências • Cultura e História >Entenda mais no instagram: @𝘃𝗶𝗹𝗮𝘀𝗲𝗰𝗿𝗲𝘁𝗮𝘀𝗽

Founder - Turismo e Experiências

Distrito

Mentor e Parceiro externo no apoio a frentes de empreendedorismo, inovação e negócios

𝗠𝗲𝗻𝘁𝗼𝗿𝗶𝗮 𝗱𝗲 𝗖𝗿𝗲𝘀𝗰𝗶𝗺𝗲𝗻𝘁𝗼: https://www.sympla.com.br/evento-online/mentoria-de-crescimento-estrategias-de-crescimento-para-o-seu-negocio/2986464

Mentor de negócios

Abstartups

Apoio empreendedores no crescimento em Planejamento Estratégico, Go To Market e Empreendedorismo, compartilhando minha experiência e os orientando nos desafios do dia dos negócios.

𝗠𝗲𝗻𝘁𝗼𝗿𝗶𝗮 𝗱𝗲 𝗖𝗿𝗲𝘀𝗰𝗶𝗺𝗲𝗻𝘁𝗼: https://www.sympla.com.br/evento-online/mentoria-de-crescimento-estrategias-de-crescimento-para-o-seu-negocio/2986464

O Start é um programa para startups idealizado e realizado pelo Sebrae para Startups com a execução da Associação Brasileira de Startups – Abstartups e por diversos parceiros dos Ecossistemas de Inovação no Estado de São Paulo.

Mentor

Caliber Brasil

A 𝗖𝗮𝗹𝗶𝗯𝗲𝗿 𝗕𝗿𝗮𝘀𝗶𝗹 é uma consultoria internacional especializada em 𝗿𝗲𝗽𝘂𝘁𝗮çã𝗼 𝗰𝗼𝗿𝗽𝗼𝗿𝗮𝘁𝗶𝘃𝗮 e 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲. Uma 𝗰𝗼𝗻𝘀𝘂𝗹𝘁𝗼𝗿𝗶𝗮 𝗴𝗹𝗼𝗯𝗮𝗹 com sede também no Brasil com clientes como 𝗜𝘁𝗮ú, 𝗣𝗳𝗶𝘇𝗲𝗿, 𝗕𝟯, 𝗘𝗾𝘂𝗮𝘁𝗼𝗿𝗶𝗮𝗹, 𝗕𝗿𝗮𝗱𝗲𝘀𝗰𝗼 𝗦𝗲𝗴𝘂𝗿𝗼𝘀 e outros, que torna possível com 𝗧𝗲𝗰𝗻𝗼𝗹𝗼𝗴𝗶𝗮 + 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀 + 𝗣𝗲𝘀𝘀𝗼𝗮𝘀 a gestão da Reputação Corporativa, tornando um diferencial competitivo para grandes empresas.

Head of Growth Brasil - Growth as a Service

InovAtiva

Um Mentor Associado Inovativa tem a oportunidade do ganha-ganha, ou seja, o "Give back", onde com a experiência e conhecimento acumulado pode gerar valor a empreendedores. Com orientações e sugestões práticas com poder de melhorar o negócio e posicionar a startup no mercado. E claro, aprender também.

Mentor 

Jump Hub

A Jump é um Hub 𝗳𝗼𝗿𝗺𝗮𝗱𝗼 𝗽𝗼𝗿 𝗽𝗿𝗼𝗳𝗶𝘀𝘀𝗶𝗼𝗻𝗮𝗶𝘀 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝘁𝗲𝘀 𝗽𝗮𝗿𝗮 𝗮𝗽𝗼𝗶𝗮𝗿 𝗻𝗲𝗴ó𝗰𝗶𝗼𝘀 em todos os tipos de dilemas, através de Mentorias, Capacitação e as a Service. Contrate sob demanda, com flexibilidade e assertividade.

Expertise as a Service Partner

Chiefs.Group

- Primeira plataforma de Open Talent Economy em Blockchain da América Latina.

Chief as a Service | Open Talent Economy

Opental (EaaS)

Expertise as a Service é um apoio estratégico ao seu negócio em uma rede integrada de profissionais

A Opental é um ecossistema (DAO) de profissionais que escolheram um estilo de vida de alto crescimento através do Open Talent, deixando de vender horas e passando a vender valor.

Partner

Insider Founder Member

Apoema Hub

O Apoema Hub empodera e 𝗰𝗮𝗽𝗮𝗰𝗶𝘁𝗮 𝗻𝗲𝗴ó𝗰𝗶𝗼𝘀 𝗮𝘁𝗿𝗮𝘃é𝘀 𝗱𝗲 𝗰𝗼𝗻𝗲𝘅õ𝗲𝘀 𝗶𝗻𝘁𝗲𝗹𝗶𝗴𝗲𝗻𝘁𝗲𝘀 𝗲 𝘃𝗶𝘀ã𝗼 𝗲𝘀𝘁𝗿𝗮𝘁é𝗴𝗶𝗰𝗮 através do Smart Money.

Mentor Partner grupo VBSO 

Head of Digital

Profile entrepreneur who likes challenges and deliver processes and ways to facilitate the life of the company and therefore benefit the customer. I always try to combine intentions + actions, to generate results. 360º degree view to analyze situations, common sense and consideration to the analysis team, because there is no single decision but a sum of each professional seeking a common good.

I am interested in adding value in everything I do. I consider that to work a brand, product or service is not enough to do right but surprising. So I think the fundamental integration of all processes with a concept of "branding".

taplio

The Battle

Bruno Cassiano

Victor Raful

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