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

Manychat

Providing levels 1 and 2 of technical support through the Zendesk ticket system, ensuring efficient issue resolution or strategic case escalation, focused on WhatsApp API global implementation and onboarding through the platform
Collaborate with the product team to enhance processes and share valuable insights.
Collaborate with support colleagues by sharing knowledge on daily basis, workshops and updating internal and external documentation.

Customer Support Agent

Dengage

Coordinated new LATAM clients onboarding into the customer data and engagement platform
Gathered essential data for smooth setup and ensure accurate client setups and records
Addressed technical, support, and training issues for existing clients
Collaborated with internal engineering teams for issue resolutions
Tracked client requests and reviews with leadership

Technical Support Executive

Collaborated with cross-functional teams to implement machine learning anti-fraud tools.
Oversaw manual reviews to prevent losses and ensure seamless client onboarding.
Analyzed revenue data to plan feature enhancements for the client and partner hub.
Documented use cases through research, data analysis, and customer journey mapping.
Coordinated feature launches, bug fixes, and minor platform updates.
Managed stakeholders, team alignment, and client relationships effectively.

Junior Product Manager

Provided technical support for partners and clients in Latin America, resolving WhatsApp Business API issues.
Guided customers to optimize their platform experience.
Identified pain points through feedback, driving platform and feature improvements.

Customer Technical Support Manager

Mosaic Brasil

Administered high customer relationships, ensuring visibility of daily and weekly loading through the SAP-Production system. Generated detailed reports on the available product portfolio to enhance decision-making.
Assumed responsibility for reporting and managing customer incident reports using Salesforce, effectively coordinating and directing them across various departments such as quality, sales, and operations.
Demonstrated strong skills in relationship building, fostering productive and long-lasting partnerships with clients.

Account Manager

TCP Terminal de Contêineres de Paranaguá

Managed customer portfolio, where I took care of twenty customers in five various segments. Together with the CS team, we carry out the structuring and implementation of improvements within the area.
Responsible for generating critical analysis reports of the Customer Service tool via Salesforce and consolidating information for the performance of the company's areas and responsible managers. Implemented data collection of customer satisfaction regarding terminal services.

Customer Care Analyst

With over 9 years of experience, I specialize in creating exceptional customer experiences across diverse roles in international trade, customer management, and product management. My journey includes 5 years in customer-related positions in the Brazilian market and 4 years in fully international companies, equipping me with a global perspective and a deep understanding of cross-cultural dynamics.

Core Strengths:
🔸 Building strong customer relationships
🔸 Onboarding and product adoption
🔸 Feedback-driven product improvements
🔸 Feature documentation and prioritization

A Bit About Me:
Curious by nature and passionate about learning, I’ve explored over 20 cities worldwide and thrive in remote, dynamic environments. I’m also a proud animal lover and a believer in continuous growth.

Let’s connect to discuss how I can bring value to your team!

taplio

The Battle

Bruno Cassiano

Victoria Loose Gerstner

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