Danielle Menezes

Experience

• 

  Ferlex

  Jul 2013 - Aug 2014

  Internship in Project Engineering
• 

  XP Inc.

  Sept 2016 - now

  - Acting as Tribe Lead overseeing five multidisciplinary squads, developing Product Managers to lead customer service products;- Responsible for defining strategic plans for managed products, translating XP Inc.'s vision into customer service initiatives;- Main focus on implementing GEN AI and NLP solutions for customer self-service increasing virtual agents retention in 15p.p. in the firts 3 months;- Development of a methodology for creating business indicators from mapping facts and attributes, allowing for an 80% reduction in data processing and the creation of real-time operational control panels, optimizing agent productivity and control by 50%. Show less

  • Tribe Lead & Senior Product Manager - Customer Service Platforms and Channels

    Dec 2023 - now

  • Mid Level Product Manager - Customer Service Channels and BackOffice Platform

    Jul 2021 - Feb 2024

  • Senior Customer Service Process Analyst & PMO

    Sept 2020 - Jul 2021

  • Mid-Level Customer Experience Analyst

    Jul 2019 - Sept 2020

  • Junior Operational Risk Analyst

    Jan 2018 - Jul 2019

  • Internal Audit Intern

    Sept 2016 - Dec 2017