Carol Levtchenko

Experience

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  Red Balloon Escola de Inglês

  Apr 2014 - Feb 2016

  English Teacher

  - I provided English lessons to children and teenagers in classes of up to 15 students, organized according to their age and proficiency level- I supported other teachers' classes as a monitor during alternative hours, as required by the school

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  Santander Brasil

  Feb 2016 - Mar 2017

  Foreign Trade Intern

  - I performed the analysis and verification of documents from bank clients (legal entities) interested in sending their goods to destinations abroad from Brazil- I contacted these clients for any necessary corrections to these documents, ensuring the clearance of goods at the destination ports- I directed the documents to the bank's departments responsible for port communications

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  Nubank

  Sept 2017 - Jul 2020

  - Received and recorded customer complaints from all over Brazil directed to Nubank through the email and phone channels of the Ombudsman- Conducted analyses of customer complaints as a second-level review- Provided responses to customers, preserving their positive experience and employing conflict mediation techniques- Received, recorded, and publicly responded to complaints directed to Nubank via the Reclame Aqui platform- Managed all activities related to Nubank's reputation on Reclame Aqui, including responding to inquiries, analyzing metrics, defining improvement strategies, and monitoring results- Identified potential business opportunities and proposed action plans for enhancements- Registered, analyzed, and responded to customer complaints directed to Nubank through the RDR citizen service system, both to the customer and the Central Bank- Conducted training sessions on Reclame Aqui and Ombudsman processes during the onboarding of new analysts in the department- Provided training on analysis techniques, conflict mediation, and response construction to Customer Excellence analysts interested in refining their skills in sensitive cases Show less - Provided support to Nubank customers across Brazil, handling calls, chat messages, and emails- Gathered feedback from customers and prospects, directing them to the relevant departments responsible for improvement opportunities- Specialized in the payment process, assisting customers whose payments were not recognized by Nubank or were received duplicated, for instance- Created, reviewed, and conducted training sessions for new analysts during onboarding, specifically focusing on those hired to work with the payment process Show less

  • Ombudsman Analyst

    May 2018 - Jul 2020

  • Customer Experience Analyst

    Sept 2017 - May 2018
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  Mercado Bitcoin

  Jul 2020 - Mar 2021

  Product Designer

  Experience Summary:- Internal users- In-depth interviews- Backoffice products- Product page- Institutional website- Moderated usability testing- Task time reduction______________________________________________________________________________________- During my experience I conducted in-depth interviews with internal users of the company to understand their work routines and behaviors, suggesting improvements for the products they use- I built prototypes to materialize solutions for the main needs of internal users- I conducted moderated usability tests with internal users to evaluate the prototyped solutions- I helped reduce the time taken by the customer service team to validate client documents by 30%- I designed the new model for the company's product page, which showcases and sells cryptocurrencies- I developed the company's compliance website, presenting its key policies Show less

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  TC

  Mar 2021 - Sept 2021

  Product Designer

  Experience Summary:- In-depth interviews- Personas- Usability testing- Prototyping in Figma- Documentation of in-depth interviews- Documentation of usability tests- Design Critique- Benchmarking______________________________________________________________________________________- During my experience I conducted in-depth interviews with users to understand their motivations and behaviors, identifying opportunities for the product- I created and validated personas for the product's key user groups- I built prototypes to materialize solutions for the main user and business needs- I conducted moderated usability tests to evaluate the prototyped solutions- I documented my insights from interviews and usability tests, providing my squad and other designers with a single knowledge source about the product's users- I participated in Design Critique ceremonies, contributing to other designers' products- I conducted benchmarks to understand the main competitors in the market and identify our unique value proposition Show less

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  Grupo SBF

  Sept 2021 - Jul 2024

  Product Designer

  Experience Summary:- Product vision dynamics- In-depth interviews- Documentation and sharing of learnings, processes, and results- Prototyping- User testing- Utilization and construction of design systems- Design critique- Handoff to development_______________________________________________________________________________- During my experienceI facilitated sessions with business representatives to understand and consolidate the product's strategic vision (short, medium, and long term) and our reasons for it- I created interview scripts and conducted in-depth interviews with users to understand their motivations and behaviors, identifying opportunities for the product based on these insights- I documented all my learnings, whether about the business or the user, to provide my squad with a consolidated understanding of our product- I utilized Figma to create prototypes that materialize solutions for the main user and business needs- I designed experiments of different natures to evaluate the prototyped solutions (e.g., moderated usability tests, unmoderated usability tests, concept tests, first-click tests, and five-second tests)- I used the design system to build the product and also contributed to its evolution by suggesting and helping validate new components- I participated weekly in Design Critique ceremonies, aiming to contribute to other designers' products and identify opportunities to improve mine- I shared my processes and results in various company forums, aiming to provide visibility of the product to key stakeholders- I collaborated with developers on my team, ensuring that the technical perspective was always considered in my solutions- I conducted thorough handoffs and documentation, providing autonomy for developers to work on prototyped screens Show less

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  Ironhack

  Feb 2022 - Jan 2023

  Teaching Assistant - UX/UI Design

  Experience Summary:- Creation of educational material on UX and UI Design- Course schedule organization- Dynamics for opportunity mapping- Design portfolio construction- Figma- HTML- CSS- Mentoring______________________________________________________________________________________- During my experience I contributed to improving the content of UX and UI Design classes for the course- I organized the schedule of UX and UI Design classes for the course- I met weekly with the faculty to discuss key points that arose during classes- I conducted classes on building design portfolios- I conducted Figma classes- I conducted HTML and CSS classes- I provided mentorship to students, assisting them with portfolios, course projects, job opportunities, and doubts about the topics covered in class- I led dynamics with students to identify opportunities for course improvement Show less

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  Globo

  Jul 2024 - Oct 2024

  Product Designer
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  Traive

  Oct 2024 - now

  Product Designer