At Nubank, I spent six years in Customer Experience, including nearly three years supervising Insurance and Estate teams. I restructured formal Insurance complaints, helping raise the product’s Reclame Aqui score from 7.2 to the RA1000 tier.
I designed the process between the Formal Complaints team and the product team that helped resolve about 95% of complaints within SLA. I also built a metrics dashboard model adopted by three other teams.
More recently, I worked as a Product Owner at Movida and now coordinate projects at Escola Copo de Leite. I reorganized Movida’s change-management pipeline, increasing releases from about two per month to at least two per week, and redesigned administrative processes at Escola Copo de Leite, reducing the director’s involvement in them by 50%.
