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

domy

Led the complete implementation of Datadog across our client base, delivering end-to-end observability solutions aligned with business needs.

Managed the entire Pre-Sales department, leading Proof of Concept (PoC) initiatives, defining strategic approaches, and actively engaging clients to adopt and expand their use of the platform.

Oversaw the After-Sales and Customer Experience (CX) teams, developing and executing CX strategies such as recurring meetings to align billing, usage insights, and the continuous evolution of observability practices. These interactions also opened doors for upsell opportunities and the discovery of new use cases.

Directed software project management and DevOps consulting, ensuring timely delivery, quality outcomes, and alignment with client objectives.

Promoted an innovative approach to processes and solution delivery, effectively integrating clients and partners while scaling the technical team to meet growing demands.

Achieved up to 60% revenue growth in a full partnership with the comercial team, by structuring the technical department and establishing the Observability pillar as a strategic asset within the company.

Lance!

Full leadership of the Technology, Engineering, Data, and Infrastructure department, managing a team of approximately 13 professionals.

Spearheaded the implementation of a modern technology stack for content verticals and CMS by adopting a headless architecture using Node.js, React, and WordPress with PHP. The infrastructure was migrated to AWS Cloud, leveraging EKS, RDS Aurora, S3, and Cloudflare for CDN, WAF, and bot protection.

Structured a data MVP for collection and storage in a data lake, utilizing AWS Lambda with Python-based ETL pipelines.

Achieved a 100% increase in audience reach through targeted technical and SEO improvements, ensuring complete platform stability even during peak traffic events such as the 2022 World Cup.

Revamped the company’s local office infrastructure, implementing network segmentation, redundant link failover for live events and broadcasts, and a centralized Active Directory environment with security policies applied across all workstations and servers.

Oversaw departmental budgeting and led the annual strategic planning process.

Initiated and drove cybersecurity efforts, including SIEM integration with red and blue teams, vulnerability assessments (pentesting), corporate VPN rollout, and continuous improvement through PDCA cycles.

Negotiated and activated new networks for programmatic revenue streams.

Led DevOps initiatives, integrating CI/CD pipelines, observability with Datadog, and 24/7 monitoring solutions — ensuring 99.9% system availability.

Conceived and validated the use of Generative AI to automate “long tail” content production, significantly improving SEO competitiveness and operational efficiency, with content generation time reduced to approximately 5 minutes.

Rentcars

Leadership of the Technology and Product department, with approximately 50 employees, in a global company.


I prepared and monitored the budget for the year with the team and peers, as well as the global objectives/goals.

I led some initiatives to integrate Brazilian payment methods as PIX and discontinuation of bank slip

I carried out a structural change plan with an agile transformational process and implemented the CyberSecurity area, activating the red/blue team using SIEM.

Reported directly to the company's CEO, with reports on the availability of technology services (above 95%), project status, new initiatives and incidents.

CPTO

Allied Brasil

Management of engineering and agility teams, with approximately 50 employees, focusing on two main business verticals: Digital Products and Retail/Corporate (B2C/B2B), using as main technologies: .Net Core (C#), React, SQL, AWS and managing projects with the diverse stakeholders and direct clients using Agile Methodologies as SCRUM.

I was responsible for maintaining product squads for physical and digital retail (Samsung Stores) and e-commerce for the main telephone operators (TIM, Vivo and Claro).

I implemented the new SMS trigger (SCR) for the team, doubling the daily trigger volume to 60M.

I participated in the M&A process and creation of the new TrocaFy brand.

Implemented, in partnership with third parties and our infrastructure team, the principles of DevSecOps and Security By Design, to comply with Information Security policies.

We could do and monitor automated flows from checkout to CRM/Salesforce and integrations to payment methods APIs as Braspag and antifraud Clearsale.

Head of Development and Agility

I led the technology and product departments, with approximately 35 employees.

Maintained and participated in the creation of products that had ~30M unique monthly users.

I innovated the company's technological structure, migrating clouds and CDN (AWS, IBM, GCP, Akamai and Azion), engineering stack for .Net Core, NodeJs, React and VueJS, in addition to applying the DevOps structure with a functional CI/CI pipeline. CD for staging and production environments, and 24/7 observability and monitoring tools, in addition to scalability and cost reduction in the cloud with the adoption of Docker and Kubernetes.

I implemented LGPD guidelines and user consent, as well as being a protagonist in framing the company to adapt to tax incentive resources, such as the “Lei do Bem”, with technology innovation projects.

We were highlighted on Google by pioneering Web Stories and PWA in Brazil.

In 2020, we achieved a 61% growth in the company's results, implementing a new line of business “VAAS”, using our SAAS “nExperts”, and optimizing programmatic revenue lines.

We create projects usingIA e Machine Learning for Trend Topics classification and Content Sentiment Analysis (NLU), in addition to automated predictive analysis for daily/monthly content production.

In 2021, I reduced the annual technology cost by more than 600k BRL with contract negotiation actions.

Director of IT and Product

As the Development Manager I acted as:

Co-responsible for products of large audience and relevance on brazilian internet as: Baixaki, TecMundo, Click Jogos, Minha Série, Mega Curioso, Voxel e The Brief
Leadership and management of all Developers and QA
Configuration management (Environments, version controls) CI/CD, deployments and cloud server/services configurations (GCP,AWS,IBM,Azure)
Planning and execution of scalable web applications and web sites
Tasks management with agile techincs as Kanban and Scrum
Development routines as code review, deploys and version control.  Using .Net Core (C#), Javascript, NodeJS, PHP, ASP, Git and GITHUB.
Team general orientations according to company's strategies and goals, human management and department routines.
National and International Partners/Providers daily contact, integrating and developing services and solving problems.
Technics of SEO
Working activelly with infra team defining archtetures and environments.
Working activelly with sales/marketing teams developing projects and services to clients from different segments

As Squad Head I do:

Multidisciplinary team management
Dynamics and studies of products
OKRs definitions and monitoring
Technical approval and product priorizations
Weekly eport to executive team and Monthly report to investors
Metrics Monitoring, divided by:
 - Audience Metrics: Unique Visitors and Active Users, Pageviews, etc
 - Quality Metrics: Pages per session, Bounce Rate, Engagement (Comments, shares), etc.

Engineering Director & Squad Head

Development Manager

Development Coordinator

SR Developer

Develpment of websites and web applications with ASP Classic, ASP.Net MVC, SQL Server, MongDB, MySQL, NodeJS, JS frameworks (jQuery, KnockoutJS, Vue.JS).
Publicity Systems integrations as DFP, Facebook Audience, Google Native Ads.
APIs integrations as Facebook, Buscape and Zoom, Iron Source services, Solimba services, IBM Watson, Microsoft Cognitive Services, and others

Developer

CSI Cargo Logística Integral

Leadership of a small team (5 devs aproxmatelly)
Development of Web and Mobile(Windows Mobile) Applications with ASP.Net / VB.Net, SQL Server.
Development of a new Warehouse Management System (WMS)
Configuring and implementation of IIS environments
Partners, Providers and Clients interface
ERPs integrations as TOTVS, SAP and Web Services as AMIL Health. Besides that, integrating our own systems to large companies as Renault, Volkswagen, Iveco and CNH agriculture

SR Systems Analyst

Systems Analyst

Sigma Dataserv Informática S.A.

Development of B2B systems with Microsoft .Net C#, JAVA - J2EE/JEE, Adobe Flex - allocated to specifc projects on client organizations as necessary.

Software Programmer

Keiper Recaro Group (Keiper do Brasil)

I worked as the main technical support and infra structure of this branch of Keiper, configuring and installing workstations and configuring and participating of architeture definitions about LAN and VPNs with the headquarter located in Sao Paulo. In additional, I was the responsible for the data center, e-mail accounts and other routines as resources management and providers contact

IT Assistant

I'm driven by challenges, passionate about innovation, and always connected with people.

With over 14 years of experience in Technology and Product, including 8 years in leadership positions as Director of Technology and Digital Products, I've demonstrated a visionary approach in leading multifunctional teams towards innovative achievements across various sectors. My leadership philosophy extends beyond the professional environment, prioritizing individual development and growth, a conviction strengthened through my experience as a father since 2016.

Among the industries and products I've worked in, highlights include: Retail/e-commerce, Media and Content, Tourism/Services, and SAAS.

My highlights are in:

 - Strategic Team Development: Successfully led multifunctional teams, overseeing more than 50 professionals, including Engineers, Agile and Product teams, sub-leaders, Community Managers, and SEO Analysts, to promote innovation and achieve exceptional results, participating in product launches, technological migrations, and transformations.

 - Innovative Technological Implementations: Pioneered the adoption of advanced Google technologies, such as Web Stories and PWA, while leading initiatives in AI, machine learning, and natural language understanding (NLU) to enhance product functionality and user interactions, resulting in more efficient decision-making processes and intuitive user experiences.

 - Scalable Infrastructure and Legacy Systems Optimization: Developed and optimized infrastructures capable of supporting over 30 million unique users, leading comprehensive technological migrations to keep our systems competitive and agile.

 - Comprehensive Payment Integration and Fraud Prevention: I led projects and helped to define architectures to integrate payment methods and antifraud services.

 - End-to-End Product Leadership: Led the entire product lifecycle, from research and discovery stages to delivery and monitoring of conversion data, churn/retention, and other KPIs, always focusing on improvement and innovation opportunities.

 - Architecture and Engineering: I have a solid background in technology, having worked as a developer in programming languages such as Javascript, Java, C#, Python, and PHP. Additionally, I have experience with SQL and NoSQL databases for both monolithic and distributed (microservices) applications in a Cloud environment.

taplio

The Battle

Bruno Cassiano

Adriano Lustoza

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?