Jonatan Nogueira Brito

Experience

• 

  MSC Mediterranean Shipping Company

  Sept 2014 - Jul 2015

  Intern

  - freight negotiation;- customer support.

• 

  SPOTPROMO

  Jun 2016 - Oct 2017

  International prospecting assistant

  - Database handling for project structuring;- Daily activity management;- Reporting results and deliveries.

• 

  Nubank

  Oct 2017 - Jun 2022

  - Responsible for identifying opportunities for improving self-service processes in the application;- Discovery of issues hindering customer progress in product usage through monitoring activities, data analysis, and governance with outsourced teams (BPO);- Planning, execution, and monitoring of action plans to solve identified issues;- Prioritization of activities to meet action plans and organization of delivery dates with stakeholders;- Monitoring the results of implemented solutions with metrics such as NPS, CSAT, and those specifically defined for each project;- Monitoring and analysis of registrations to prevent fraud and risks for the institution;- Monitoring of interactions conducted through customer service channels (phone, chat, and email);- Collaborative work with the UX team, participating in the ideation process of interface solutions, ensuring the needs of the customer and the business are met;- Interaction with external and internal teams such as BPO, Training, Legal, Operations, Product, and Engineering;- Communication about the evolution, completion, results, and lessons learned from projects to internal and external teams. Show less - Personalized customer service according to profile and interface test analysis;- Screening and directing operational issues to the engineering team;- Participation in the development of training materials aimed at internal and external teams;- Conducting rituals with leadership teams in BPOs to collaborate on agile culture in deliveries;- Providing customer support to collect, understand, and direct feedback on issues that could not be resolved via FAQ;- Conducting and participating in the development of activities and projects aimed at delighting customers with the Nubank brand. Show less

  • Customer experince senior analyst

    Jun 2021 - Jun 2022

  • Customer experience analyst

    Oct 2017 - May 2021
• 

  Eletromidia

  Nov 2022 - Jan 2024

  Associate product manager

  - Development and support in the discovery process of new features until solution delivery through co-creation dynamics with involved parties (including direct client);- Development and updating of product usability documentation with the design and development team;- Responsible for developing feedback collection flows for analysis of product improvements and evolutions;- Execution of key activities with multidisciplinary teams (commercial, operations, engineering, UX/UI designer, and legal) for product requirements gathering and stakeholder alignment;- Data analysis with the purpose of interpreting and hypothesizing business outcomes;- Data analysis for monitoring metrics and KPIs for decision-making, backlog management, and prioritization;- Assistance in defining and monitoring product metrics for decision-making/prioritization of new features and tasks;- Support and involvement in creating and updating the roadmap to increase the product's value proposition;- Action for digital transformation and creation of a product culture, acting as a platform evangelist among stakeholders;- Development of activities based on agile methodologies such as Scrum and Kanban;- Conducting agile ceremonies for delivery alignment and sustainment. Show less

• 

  Kovi

  May 2024 - now

  Assistente de gerenciamento de produto | Associate product manager