Karen Nascimento

Led the product lifecycle and roadmap for AI-driven customer support journeys, scaling an iOS feature pilot from 1,107 users to 100% rollout across 8,000 customers. Applied Generative AI and Conversational AI frameworks to design and optimize self-service journeys and chatbot items, reducing human support overflow and boosting chat resolution rate.

Translated high-level business objectives into clear team roadmaps, prioritizing multi-channel initiatives that increased chat and WhatsApp activations. Partnered with UX/UI designers and engineering teams to redesign interaction flows, improving chat usability and designing a new app layout for digital support.

Redesigned bank slip issuance user interfaces, driving a 10% increase in simple bank slip issuance and a 20% increase in batch/recurring volumes. Conducted stakeholder training sessions and marketing campaigns to enable product adoption for commercial team members.

Conducted daily professional operations and executive communications entirely in C1 Advanced English, collaborating with multicultural, international, and cross-functional teams to ensure operational excellence.

Designed and maintained performance dashboards and reports, translating complex operational data into actionable insights for strategic product prioritization.

Completed course on Claude for Product Managers.

Completed practitioner course in Generative AI.

Bachelor's degree in Economics.

Completed course in project management.