nadiammf

- Creation and implementation of a CRM in Notion to optimize task management, increasing the team's operational efficiency. - Review and organization of internal workflows focused on UX, promoting greater operational efficiency and process standardization. - Led product discovery initiatives to identify gaps in the user journey and proposed improvements that increased satisfaction and activation. - Implementation of Growth strategies aimed at expanding the user base. - Market research and benchmarking to support scalable product decisions and growth strategies.

- Management of team tasks and optimization of workflows and productivity using ClickUp, including conducting daily stand-ups, planning, and sprint reviews. - Conducted competitive analysis and benchmarking to provide strategic insights that guide roadmap decisions and prioritize actions in agile sprints, ensuring value-driven deliveries. - Structured the user growth project, focusing on engagement and retention based on data analysis. - Defined and optimized internal processes to increase efficiency and standardize communication across teams. - Created and organized strategic projects, supporting sales and customer success initiatives. - Validated design projects, assets, and pitches using Figma, ensuring visual deliverables aligned with strategic objectives.

- Led cross-functional projects aligned with OKRs and supported stakeholders in B2B and B2G segments, connecting customer needs to product strategies. - Developed customer journeys aligned with roadmaps and implemented improvements based on structured feedback cycles (NPS, CSAT). - Managed customer insights using Zendesk, Pipedrive, and RD Station to drive operational and product efficiency. - Created dashboards in Excel and Power BI to monitor metrics, engagement, and business results, leveraging basic SQL data. - Participated in agile ceremonies and ensured timely delivery of commitments. - Managed onboarding of team members and team leadership. - Mapped e-commerce journeys to enhance user experience, optimize internal operations, and improve conversion metrics using Miro and Microsoft Visio. - Supported the project “Reclame Aqui 1000 Editora do Direito” to track customer feedback and prioritize follow-up actions. Key Projects Led: - Delinquency Flow: Financial recovery project for USD60.000 from delinquent clients. - Company Migration Flow: Migration of 360 clients to a new acquiring company, focusing on retention and smooth transition.

- Created and implemented the Customer Success team scope for new business, defining onboarding, ongoing, and client communication flows. Managed the team and developed internal processes, with continuous alignment of metrics to the leadership dashboard to optimize product adoption, retention, and engagement. - Led the implementation of user journeys for the company’s new app, conducting user research, incorporating feedback and data into the development cycle, and aligning improvements with the roadmap and engagement and retention KPIs using Salesforce. - Planned and executed strategic initiatives aligned with OKRs, resulting in a 50% reduction in churn. - Collaborated closely with the Product team, using Jira to record, track, and prioritize UX feedback, contributing to new flows and functionalities. - Managed a B2C High Touch portfolio, providing personalized support and delivering insights to Product Managers. Key Projects Led: - Software Migration Flow: Structured and managed the migration of clients between company systems, tracking data and performing analysis, resulting in a 30% revenue increase. Project included goals for revenue, upsell, cross-sell, and churn management.