Open to opportunities

Marcus Monteiro

@marcusmonteiro

Product Manager at Supergasbras who grew digital self-service resolution from 55% to 80% for 450K+ customers.

At Supergasbras, I own product strategy, roadmaps and outcomes across App, Portal, WhatsApp, Salesforce, SAP CCS and Power BI. I’ve grown fully digital customer-service resolution from 55% to 80% as the active customer base grew to 450K+.

I reengineered the WhatsApp self-service journey, reducing transfers to human service from approximately 11% to below 2%. I also redesigned Salesforce onboarding, reducing customer activation time from approximately 57 days to 8–9 days, and delivered the company’s first Pix payment product.

As Associate Product Manager, I led the creation and launch of Supergasbras’ customer self-service app, which reached 70K+ downloads. Earlier, as a Product Analyst, I launched WhatsApp as a self-service channel and used customer and service data to identify opportunities for automation and digital improvements.

Experience

Work history, roles, and key accomplishments

Current

Product Manager

Current

Supergasbras

Oct 2023 - Present (3 years 1 month)

Owns product strategy, roadmap, and prioritization for a cross-functional ecosystem of 15+ professionals across App, Portal, WhatsApp, Salesforce, SAP CCS, and Power BI. Led digital self-service initiatives increasing fully digital resolution from 55% to 80% and reducing WhatsApp transfers to human service from 11% to below 2%.

Product Strategy Product Discovery Product Roadmapping Prioritization Agile Product Analytics Customer Experience Salesforce SAP CCS Power BI AI Automation Digital Transformation

Associate Product Manager

Supergasbras

Oct 2022 - Oct 2023 (1 year)

Led the 0→1 creation and launch of Supergasbras' customer self-service app, owning discovery, problem definition, product requirements, and stakeholder alignment. Reached 70K+ app downloads after launch, making it the company's second most-downloaded app.

Product Management Product Discovery Product Requirements Stakeholder Management Agile Customer Experience Data Analysis Salesforce

Product Analyst

Supergasbras

May 2021 - Sep 2022 (1 year 4 months)

Created and launched WhatsApp as a customer self-service channel, establishing a new digital path for recurring customer requests. Analyzed customer behavior and service interactions to identify opportunities for automation and digitalization.

Product Analysis Customer Behavior Analysis Automation Digitalization Data Analysis Customer Service Operations

Product Analyst

ESPMJr.

Jul 2019 - Mar 2020 (8 months)

Conducted product, customer, and marketing analysis for one of Rio de Janeiro's largest automotive retail hubs, identifying gaps in commercial strategy and customer proposition. Developed strategic recommendations combining market research and customer insights.

Product Analysis Market Research Customer Insights Quantitative Analysis Qualitative Analysis Strategic Recommendations

Education

Degrees, certifications, and relevant coursework

ESPM

Bachelor's Degree, Marketing and Advertising

Bachelor's Degree in Marketing and Advertising from ESPM.

ESPM

Master's Degree, Digital Business Management and Artificial Intelligence (AI)

Master's Degree in Digital Business Management and Artificial Intelligence (AI) from ESPM.

Nower

Product Owner and Digital Product Management, Product Management

Course in Product Owner and Digital Product Management covering product ownership, digital product management, product lifecycle, customer-centric product development, and Agile methodologies.