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Daniele Maia

@danielemaia

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Project Manager specializing in business transformation and process optimization.

Brazil

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What I'm looking for

I am seeking a dynamic role in a forward-thinking company that values innovation and collaboration, where I can leverage my skills in project management and process optimization to drive impactful results.

I am a dedicated Project Manager with over 5 years of experience in business transformation, process optimization, and operations management. My expertise lies in leading cross-functional teams and driving efficiency through automation and data analytics. I have a proven track record of developing and implementing strategic process improvements and governance models that enhance service delivery and key performance indicators.

In my current role as a Governance Specialist at Santander, I designed scalable business processes that ensured compliance with Brazil's Central Bank, resulting in zero compliance complaints. Previously, as a Customer Experience Project Manager at Nubank, I managed large-scale transformation projects that significantly reduced customer contact while maintaining high satisfaction levels. My proficiency in tools like SQL, BigQuery, and Agile methodologies has been instrumental in achieving operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Governance Specialist

Current

Santander

Sep 2024 - Present (10 months)

Designed and implemented scalable business processes, reducing inefficiencies and ensuring compliance with Brazil's Central Bank. Developed and executed a governance framework, creating quality control mechanisms that resulted in zero compliance complaints.

Excel Power BI PowerPoint Power Automate Power Query Project Management Problem Solving Process Improvement Program Management Process Management Customer Experience Governance Automation Tools Compliance

Customer Experience Project Manager

Nubank

Oct 2021 - Apr 2023 (1 year 6 months)

As a leader, i have worked with driving customer journey optimization, operational efficiency, and data-driven decision-making. My focus has been to enhance seamless and effective customer interactions, leading to continuous experience improvements and a positive impact on key performance indicators (KPIs).

Scrum SQL Leadership Looker Looker Studio Query Management Project Management Customer Experience Agile Methodologies Workflow Automation Data Analysis

Senior CX Analyst

Nubank

Dec 2019 - Sep 2021 (1 year 9 months)

Focused on continuous improvement, data-driven decision-making, and aligning operational insights with product strategies to enhance processes and drive successful product launches. My expertise includes benchmarking, training, and quality monitoring, ensuring that decisions are grounded in customer insights (VoC) and operational data.

Zendesk Looker Looker Studio Twilio Excel Sheets Presentation Skills Training Customer Support Customer Experience Customer Experience Strategy Customer Experience Automation Customer Experience Operations Customer Experience Tools

CX Analyst

Nubank

Aug 2018 - Nov 2019 (1 year 3 months)

Started my CX journey in customer support, specializing in problem resolution, agent training, and crisis management to ensure seamless and high-quality customer interactions.

Education

Degrees, certifications, and relevant coursework

Fundação Getúlio Vargas

Specialization, Project Management

2024 -

Pontifical Catholic University of Sao Paulo (PUC-SP)

Bachelor, International Relations

Studied international relations, focusing on global politics, economics, and cultural dynamics. Developed strong analytical and research skills applicable to diverse global contexts.

University of Sao Paulo (USP)

Postgraduate Degree, Digital Business

Completed a postgraduate degree focusing on the intersection of business and digital technologies. Gained expertise in digital strategy, e-commerce, and technology-driven business models.