Gabriel Nascimento

Experience

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  Stefanini Brasil

  Dec 2016 - Jul 2017

  Support Analyst
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  Stefanini LATAM

  Jul 2017 - Dec 2017

  Bilingual Support Analyst
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  99

  Nov 2017 - Jul 2018

  Releationship Analyst
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  Kenlo

  Feb 2019 - Dec 2021

  I took on the role of Product Owner for a new chatbot product in the real estate market, leading the planning and execution of the initial versions in collaboration with a tech lead and a developer. During this period, we conceived Ly@, an artificial intelligence solution for the real estate market. I conducted my first webinar on chatbots, obtained the CSPO certification from the Scrum Alliance, and launched the first product version, utilizing free resources and without any marketing efforts I assumed the role of Chatbot Analyst, responsible for creating decision trees in Intercom solutions, with the strategic goal of proactively reducing the load on human support. During this time, I actively participated in product testing at Intercom in English, contributing to improving communication and understanding of the available tools. Additionally, I was tasked with mapping, correcting, and optimizing all FAQs and tags used in the support system. I provided support to real estate brokers using Kenlo CRM and CMS. During this period, collaborating with three team colleagues, we developed an Excel-based intranet to enhance communication between N1 and N2 support teams. Additionally, I presented small projects aimed at improving operational efficiency and assisted management with specific team structure adjustments.

  • Product Owner

    Oct 2020 - Dec 2021

  • Chatbot Analyst

    Feb 2020 - Oct 2020

  • Support Analyst

    Feb 2019 - Feb 2020
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  Blip

  Dec 2021 - Oct 2022

  Service Product Manager

  I joined to lead the partnership project between Blip, Meta (Facebook), and MaxMilhas. The goal was to implement Blip's technology at MaxMilhas to increase message traffic via WhatsApp in just 2 months, resolving customer service issues and enhancing MaxMilhas customer satisfaction. With a junior team of new hires, we launched the first version of the chatbot into production in just 10 days. We collaborated with MaxMilhas' development teams to integrate their solutions into the conversational flow and expanded the chatbot's functionalities, reducing the average wait time for customer support from 8 hours to 2 hours between June and July 2022.Additionally, I took on the responsibility of creating a guide for new Service Product Managers, addressing communication plans and distinctions between the roles of Customer Success Manager and Key Account Manager. I managed the creation of the intelligent contact feature on WhatsApp for MaxMilhas. My key achievements included launching an MVP in 10 days, integrating dynamic URLs into the conversational flow, reducing average wait time by 75% (from 8 hours to 2 hours), and creating materials outlining roles and responsibilities. Show less

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  MaxMilhas

  Mar 2023 - Sept 2023

  Product Manager

  As a Product Manager at MaxMilhas, I was responsible for leading the continuation of the intelligent contact on WhatsApp, initiated by Blip. My key achievements included creating conversational flows for guest support, implementing CSAT as a key indicator, optimizing the distribution of support operations, achieving a 256% return on investment, reducing infrastructure costs by R$ 30,000 per month, cutting average wait times by 92.5% (from 2 hours to 9 minutes), integrating WhatsApp with ChatGPT, training Product Owners, structuring Jira Software, implementing OKRs, and rolling out a strategic roadmap.During my tenure, I focused on improving and scaling MaxMilhas' chatbot, starting with the customer service and operations sectors. With the help of two development interns, we achieved the following results: implemented a new service flow for Hotels, improved the technical structure for performance measurement, such as CSAT, routed customers to the correct channels, allowing more autonomy for supervisors, redesigned dialogues to save R$ 30,000 per month in templates, reduced queue wait times from 2 hours to 9 minutes between May and August 2023, and developed an integrated version with ChatGPT in testing.Additionally, I actively participated in training Product Owners, assisted in recruiting more PMs, and created Jira visualizations for the executive team, aiding in the organization of OKRs, roadmaps, and team performance metrics. Show less

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  NTT DATA Europe & Latam

  Dec 2023 - Mar 2024

  Senior Product Owner

  I joined the research and development project at Neoenergia. The project involved an app for users to check payments, energy consumption, and request electrical installation projects. The team was structured with a large squad of 12 developers, 3 designers, and 3 Product Owners. Although I attempted to foster a product culture and agile values, I was unsuccessful due to the project’s closed scope, lack of user engagement, absence of discovery, and contract-driven nature. During my short time at NTT, I concluded that they needed project managers rather than product managers. Show less

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  Softplan

  Mar 2024 - now

  Senior Product Manager

  I joined Softplan with the goal of establishing a product culture and elevating the quality of products for Public Prosecutor's Offices. I took over the Diligence Panel for the Automated Justice System for Public Prosecutors (SAJ-MP). The product was in its early stages in Rio Grande do Sul, with around 30 users from secretaries and legal registries. The objective of the product is to facilitate and streamline the diligence processes requested by prosecutors. Among the achievements so far, we have increased adoption of previously unknown features, made it easier to view and edit documents simultaneously, improved interfaces and the traceability of tasks and documents, promoted integrations for automatic document submission via email and WhatsApp, and simplified the organization of task tags and filters. Show less