At Digitalk, I led Product, Data, UX and AI and built an AI-powered service quality monitoring system that analyzed 200,000+ tickets and drove a 56% increase in MRR. I also delivered real-time QA scoring, escalation, and an AI copilot for customer service agents.
Earlier at Digitalk, I took the platform from zero to market, launched its first WhatsApp channel and chatbot, and helped land a major call center client. I later expanded the omnichannel CRM and introduced automation that reduced campaign creation time by more than 60%.
At Goomer, I improved activation through a gamified recommendation flow and redesigned the digital menu ordering experience. At Tindin Educação, I redesigned the gamification system and virtual library, while interviewing teachers and students to inform product strategy.
