At Pagbank, I designed and launched an end-to-end invoice due-date change journey across digital channels. Redesigning the self-service experience reduced call center contacts by 73% and operational costs.
At Bradesco, I designed and engineered a proprietary Generative AI agent to automate Product Discovery workflows, reducing discovery cycle time by 30%. I also led workshops on using Copilot AI agents in product development.
I launched a Bradesco PF app feature for managing installments, a major customer pain point that had not been available digitally. The project reduced call center volume by 53%, increased conversion by 38% across both project journeys, and earned a 4.89/5 CSAT.
At Bradesco, I also launched a co-branded acquisition journey for the Bradesco, CVC, and Disney partnership, including a personalized digital card. At Shein, I designed and delivered an employee event request portal that reduced completion time by 37% and achieved a 4.3 CSAT.
