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

AML Reputacional

Gerente de produtos sênior

One ID

The Brazilian startup One ID needed to improve its management system for social clubs and sports entities. I led the revision of the roadmap to develop a vision focused on three key verticals of our SaaS: membership management with plan sales for new members, a ticket sales system and access control for club facilities and event venues, and a cashless sales platform with a digital wallet and NFC payment.

I developed a strategic vision for the roadmap, focusing on these essential verticals. Not only that, but I negotiated with stakeholders and lead discovery and UX research initiatives for product design. Throughout the development cycle, I worked with squads using agile methods like Scrum and tools like JIRA, Miro and Figma to ensure consistent deliveries aligned with the value proposition of each solution.

The software has been in production for over a year, serving major clients in Brazil with more than 500,000 satisfied users.

Product Manager

Buelogic Sistemas e Consultoria

Bluelogic, a prominent software house in Brazil, needed efficient management for the products being developed for their clients. My responsibility was to maintain and prioritize the backlog, write user stories, plan sprints, and align business requirements with product evolution.

I ensured the most important tasks were addressed first by maintaining and prioritizing the backlog. I wrote detailed user stories and planned sprints, working closely with stakeholders to align business needs with product development. Additionally, I conducted agile ceremonies, developed roadmaps based on OKRs, and led feature prioritization for each sprint.

Through effective negotiation and management of client expectations, I ensured the development team clearly understood the items to be delivered. The product lifecycle was well-planned and monitored, resulting in continuous high-value deliveries. In less than six months, I was offered the role of Product Manager for the company's largest client, in recognition of my work and contributions.

Product Owner

Cubos Academy

Cubos Academy, the largest edtech in northeastern Brazil, needed to assess the skills and competencies of candidates for their courses and scholarship programs. My responsibility was to conduct technical interviews to evaluate the candidates.

I used my experience to create relevant and challenging questions that helped identify the candidates' technical and behavioral competencies. I provided detailed and constructive feedback to candidates after the interviews, helping them understand their strengths and areas for improvement.

I screened over 2,000 candidates, assisting partner companies like iFood and Nulab in making informed decisions for their shared success and scholarship programs. My contributions ensured that companies made well-informed decisions about candidate approvals, enhancing the quality of Cubos Academy's courses and partnerships.

Technical Tech recruiter

Midia Boss

The advertising and marketing agency, Mídias Boss, needed to develop websites and landing pages for their clients. My responsibility was to develop and maintain these sites and APIs using technologies like HTML, CSS, JavaScript, React, Node.js, and PostgreSQL, ensuring functionality, usability, and scalability.

I understood the needs of each client, defined technical requirements, and planned the architecture of the solutions, always adhering to best development practices and the most suitable technologies. I worked collaboratively with other developers, designers, and stakeholders to implement the solutions efficiently and effectively.

After delivery, I provided continuous support to clients, performing preventive and corrective maintenance, as well as updates and improvements. I delivered personalized, functional, scalable, and high-quality websites and APIs that met client needs and enhanced user experience. My work contributed to increased customer satisfaction and loyalty, strengthened the company's reputation, and generated new business opportunities.

Web full stack Developer

Technos Group

Technos Group, the largest watch company in Latin America, needed to improve sales processes and develop strategic solutions for its Touch and Euro brand franchises. My responsibility was to conduct market studies, identify customer trends and needs, develop strategic projects, train teams, and enhance the performance of underperforming franchises.

I conducted market analyses to identify trends and customer needs, and developed strategic projects focused on improving sales processes. I trained teams and worked with underperforming franchises, designing specific training programs and creating more efficient recruitment processes. I closely monitored financial results and cash flows, proposing improvements such as lean inventories and renegotiating lease debts with shopping centers.

By using data analysis, I improved purchasing accuracy, reducing inventory to optimal levels. The 15 critical franchises under my management showed significant improvements in turnover rates, reduced costs associated with employee terminations, and a more positive work environment. They achieved financial stability through debt renegotiations, and data analysis led to more accurate purchasing and optimized inventories, enabling a return to sales growth and profitability.

Franchise consultant

3 corações S/A

3 Corações, Brazil’s most traditional coffee company, needed to expand its solutions for coffee shops and restaurants with a focus on the TRÊS capsule machines. The goal was to identify key clients in the region and build loyalty through the exclusive implementation of the company's products.

I mapped out key clients using competitors' solutions, conducted outreach, and employed a hunter strategy to identify their pain points and demonstrate how TRÊS could offer superior quality and better margins. I successfully secured contracts with over 30 establishments, including the Mariposa restaurant franchise, which has more than seven locations in the northeast and a strong presence in major restaurants and coffee shops in Salvador’s shopping centers.

Food Solution Account Manager

Hasbro, Brazil

Hasbro, the second-largest toy manufacturer in the world, needed a manager for its Key Accounts, including Brazil's largest retailers. The challenge was to strengthen relationships with these clients, drive sales, and ensure their satisfaction.

I was responsible for building and maintaining strong relationships with key stakeholders at each client, negotiating contracts, setting sales targets, developing joint action plans, monitoring sales performance, identifying growth opportunities, and proactively addressing issues and conflicts.

I created a personalized plan for each client, identifying key stakeholders, their interests, and needs, and tailored my approach to build trust. I held regular meetings with clients, negotiated contracts and action plans, monitored sales performance, and implemented corrective actions as needed. Acting as a mediator between the client and the company, I sought quick and effective solutions to any problems or conflicts.

Key Account Manager

Jmacedo S/A

At JMacedo, one of Brazil's largest food companies with 85 years of history, I was responsible for leading the wholesale channel for regional Key Accounts across the country. The primary goal was to increase the market share of high-margin categories while reducing dependency on the main product, wheat flour.

I strengthened relationships with key wholesale players, ensuring closer and more aligned communication. I adopted a data-driven negotiation approach, forecasting seasonal trends and aligning strategies with marketing campaigns. I improved the visibility of high-margin items for both the company and clients, increasing shelf space.

By the end of the period, two strategic categories significantly improved their contribution margins, increasing from 5% to 15% and from 20% to 30%, respectively. Additionally, total sales volume grew by 50% annually, leading to an overall revenue increase of more than 80% for the year.

B2B Key Account Specialist

Unilever

At Unilever, one of the world’s largest multinational companies, I was tasked with developing the company’s food categories within Walmart's wholesale networks (Sam's and MAXXI) in the Southeast region and the state of Paraná. My primary goals were to reduce product out-of-stock rates, improve expiration date management, and increase sales volume.

I led a review of the production for exclusive items sold to clients, enhancing alignment between sales forecasts, production, and distribution capacity. I facilitated communication between the company's departments and their counterparts at the clients, using the client’s BI system data to identify opportunities at each store. I monitored expiration dates and optimized logistical efficiency, improving delivery scheduling.

As a result, we reduced expiration-related losses by 80%, improved logistical efficiency by 35%, and decreased stockout rates per SKU below the company average. These efforts contributed to achieving 130% of our revenue target for the period, exceeding 160 million in business for the year.

B2B Key Acount Specialist

I have five years of experience in the digital realm, working in agile and innovative environments. Throughout my career, I have led the development of various digital products in the areas of events, cashless consumption, and membership program management. My skill set includes agile methodologies (SCRUM/KANBAN), UX/UI, data analysis (Python), experimentation, discovery, and design thinking. Additionally, I bring ten years of experience in the retail and wholesale markets, consistently seeking continuous learning and adaptation while working with market-leading companies.

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Bruno Cassiano

Rafael Lasserre

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