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

Sys Manager

🗨️ Criação e desenvolvimento da comunidade de práticas ágeis, a COP ágil, dados e IA
♾️ Workshops e eventos com clientes e parceiros estratégicos
🧭 Definição e desdobramentos dos OKRs estratégicos, táticos e operacionais
🚀 Transformação ágil na empresa, Ágil escalado e Business agility
👨🏻‍🏫Treinamentos, mentoria e boas práticas para os níveis estratégicos, táticos e operacionais, inclusive para os clientes 
👨🏻‍🏫Treinamentos, mentoria e boas práticas para Agile Coaches, Agile Masters, Product Owners​ e para os clientes 
🔥Apoio técnico às áreas comerciais, marketing, BUs e delivery, na formação de propostas, condução de projetos​, onboarding e boas práticas
✍🏻Criação de artigos de Agilidade
🎙️Criação e condução do Sys Cast, o podcast da Sys Manager
📹Criação e condução do Sys Talks, o videocast da Sys Manager
🎁 Criação de produtos de dados e IA, GenAI e machibe learning
🧪 Condução de experimentações com os clientes para validação de produtos

Head Agile CoE

🌎Delivery Manager Americas: soluções para os mercados dos Estados Unidos e Colômbia
♻️Gestão ágil da delivery nos segmentos oil&gas, industrial, Utilities, Entretenimento e Seguros
♾️Devops Management: Planejamento e Desenvolvimento do Design, Código/Low-Code, Releases, Implementação, Monitoramento e observabilidade
📈Gestão dos KPIs e OKRs da Delivery
💼Experiencia do cliente/negócio CX/BX em nível tático e operacional - Gestão da jornada do cliente nas esteiras de entregas ágeis

Tech Delivery Head

🤯 Design thinking - Validar ideias que agregam valor ao cliente
💡 Lean inception - Validar MVPs para integrar esteira de produtos
🚄 Agilidade e ágil escalado - Criação de framework de agilidade escalada
🆕 Inovação e criação de soluções customizadas - Fomento de equipes internas e no cliente para criação de produtos
🔀 Mineração de processos - Mapeamento de processos internos da companhia, identificação de gargalos e oportunidades de melhoria
👥 Gestão de squads - Squads multifuncionais, com agilidade, híbridas e waterfall, de acordo com a maturidade do cliente
👔 Business Experience BX - Gestão da jornada do cliente nas esteiras de entregas ágeis

Agile Master / Process Mining - Digital & Outsystems

Working at the biggest communication & media group of Latin America
Working in top 3 energy group from Latin America
Working in top 3 oil and biofuel group of the world
Technical leadership on Analytcis - Azure Cloud
Solution Arquitect - CoE Analytics
Requirement analysis through Agile methods SCRUM® and KANBAN®
Project management and software development
Cost, scope, risks, and quality management
Process mapping and data modelling
Change Management Project

Business Analist / Product Owner

Orbe.ai - Escola de Inteligência Artificial

Applied Artificial Intelligence Projects, Process Optimization, Process Automation, Classification, Regression, Genetic Algorithms, Computer Vision, Demand Forecasting, NLP, Deploy, App Development

Artificial Intelligence Research & Development  - EdTech

PRIMVS CONSULTORIA

💡 SolutionTech
🧠Business Intelligence & Process Automation
🎯Machine Learning & Scaled Agile

Cofounder

Upsave Consultoria

CRM BPO - Customer Relationship Management - Business Process Outsourcing
Improvement Projects
Project Management
Delivery and performance monitoring

CRM - Scrum Master

Grupo Duomo

👥👥👥
I had the opportunity to manage operations, production, planning, logistics, quality and engineering in a colaborative enviroment with 66 coworkers.

📈📊🏆🎖
+++1.000 wind towers produced and installed with Duomo products
Lean Manufacturing & Lean Office @ their best!!!
Improvement projects and Cost saving projects
Strategic plan creation, monitoring and improvement

Chief Of Operations - Brasil

✔International project - Plant, process and product qualification @ Monterrey, Mexico for a customer located on Texas, US
✔Project Management - PMI - Renewables Specialist
✔Development of projects for qualification @ wind and solar power
✔Cost saving Turn Key solutions, services and retrofitting for wind farms
✔Manager of Scope, Supply chain, Purchasing and Cost analysis

Project Manager Brasil

Procurement & Strategic Sourcing – Services
RFX Process Specialist (RFI, RFP, RFQ, RFB, RFT, Bid & Tendering)
Supply Chain Management - Wind Power and Solar Power Supply Chain (Mechanical Internals, Door Assembly, Ladders, Electrical Internals, Lift, Welding Internals, Photovoltaic Structural Components)

Buyer & Strategic Sourcing

Liebherr Aerospace

Project management on development of Machining fixtures
Development of Electrical assembly line for landing gears systems
Development of PFMEA for landing gears systems and structural parts for airplane models A320, A380, Phenom, E170, E190 and KC-390
Development of a Service FMEA for the documentation provided by Engineering.
Improvement Projects
-Development of a balloon print system
-Maintenance KPIs implementation (MTBF, MTTR & Availability)
-Engineering KPIs implementation (for technical documentation)
-Study on the influence of temperature variation and its effects on 5-axis center machining performance
-Development of mistake proofing fixtures on assembly line and technical documentation

Process Engineering Analyst

Iochpe Maxion S/A

PPAP and VDA process of qualification for automotive customers
Lean Six Sigma Projects
NCR management for Volkswagen and Mercedes - longerons, welding assemblies and stamped parts

Quality Analyst

Classe com Classe

Productivity analysis and development of improvement projects for decrease the variability on process and products (cost savings, cost of non-quality and improvement on services).

Lean Six Sigma Consultant

Tredegar Film Products

Process Mapping, SPC implementation, Six Sigma and Lean Manufacturing tools on a BPM oriented enterprise.
KPIs management for Productivity and Reliability.
Gravimetric Blenders Specialist.

CBC - Companhia Brasileira de Cartuchos

Service and technical support to domestic and international customers
Development of new products
Analysis and process monitoring. Monthly analysis of productivity and generation of improvements for the sector.

Trainee - Ballistics

I’m Ágatha’s proud dad and Natalia’s partner, my biggest inspirations.

I lead business transformation by optimizing operations, enhancing products, and fostering a culture of innovation, agility, and data-driven decision-making powered by artificial intelligence.

💡 My mission is to turn complex challenges into scalable, high-impact solutions that deliver real business value.

🧠 Core Expertise
Agile | Lean | AI | Data | DevSecOps | ProdOps | OKRs | Digital Strategy

Strong background in ProdOps and SalesOps, driving performance and operational excellence

Strategic planning and deployment of OKRs and KPIs across delivery pipelines

10+ years of experience with agile frameworks (SAFe, Scrum, Kanban), business agility and digital transformation

🌍 International Experience
🇺🇸 USA (Chicago, Washington, Richmond, Florida) – Digital product and tech team management

🇪🇸 Spain (Aranjuez) – Supply chain operations for EMEA in the energy/wind power sector

🇲🇽 Mexico (Monterrey) – Process and product qualification for Texas-based clients

🇦🇷 Argentina (Buenos Aires) – Wind industry supply chain development and market expansion

🚀 Innovation & Applied AI
Development of AI-powered digital products across industries: utilities, media, oil & gas, insurance

Design of immersive experiences in AR, gamification, metaverse training and collaboration

Application of machine learning and generative AI in DevSecOps pipelines and business problem-solving

🔧 Tools & Technologies
Python, R, SQL, Power BI, Tableau, Knime, Alteryx, Dataiku, H2O.ai, Google Studio, Streamlit, OutSystems, Jupyter, Colab, Azure DevOps, TFS, Jira, Notion, Miro, Mural...

🎯 Education & Highlights
MBA in Data Science & Analytics (Pricing, Churn, IoT, CRM, E-commerce, People Analytics)

Lean Manufacturing Specialist & Six Sigma Black Belt

Co-author of the book "Jornada da Transição para Agilidade"

Facilitator of Design Sprints, Lean UX, and Lean Inception

Let’s connect and talk about how we can bring AI and agile innovation to your business journey. 🚀

Thiago Ferraz 🏳️‍🌈🎗️

O quanto usar IA realmente muda o seu trabalho?

Impressionante ver a nova pesquisa da Anthropic sobre o impacto real da IA na produtividade. Eles analisaram cem mil conversas do Claude e chegaram a um número que chama atenção. Em média, tarefas que levariam uma hora e meia para serem feitas sem IA passam a ser concluídas quase 80 por cento mais rápido com apoio do modelo.

Quando projetam isso para a economia dos Estados Unidos, a estimativa aponta para um potencial aumento de 1,8 por cento ao ano na produtividade ao longo da próxima década. É quase o dobro do ritmo recente. Não é uma previsão do futuro, já que tudo depende da adoção e da evolução dos modelos, mas mostra a direção.

O estudo também revela que o impacto varia muito por tipo de atividade. Tarefas jurídicas e de gestão são mais longas e caras, enquanto áreas como preparação de alimentos ficam no extremo oposto. E mesmo dentro da mesma ocupação existem grandes diferenças, o que ajuda a entender onde a IA acelera e onde aparecem gargalos.

Outro ponto interessante é que a equipe validou as estimativas do Claude comparando com tickets reais de desenvolvimento de software. Mesmo sem ter o contexto completo que um desenvolvedor tem, o modelo mostrou correlação significativa com os tempos reais de entrega.

Essa análise amplia nossa visão sobre como a IA está sendo usada na prática, quanto tempo realmente economiza e onde faz mais diferença. A Anthropic promete acompanhar esses indicadores na evolução do Economic Index, o que deve ajudar bastante quem trabalha com estratégia, produtividade e transformação digital.

Para quem está acompanhando a evolução dos modelos e pensando em como aplicar IA no dia a dia, esse tipo de dado é ouro.

Technology Executive | Data & AI Strategy | Presales & Alliances | SAFe LPM | Data & AI Product Platforms

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The Battle

Bruno Cassiano

Thiago Ferraz 🏳️‍🌈🎗️

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Engagements

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