Ana Clara B.

I am a results-driven professional with solid experience in Customer Support, Customer Success, and Product Management. ✅ Successfully led a Customer Experience & Support initiatives that significantly improved user satisfaction and overall experience. – Implemented a new ticket prioritization system and enhanced team training on conflict resolution. – Reduced response times and increased first-contact resolution. – Collaborated with the product team to address recurring issues, resulting in fewer tickets and higher customer retention. ✅ As a Customer Success Specialist, I managed client onboarding for chatbot platforms: – Ensured smooth transitions and effective adoption of new technology. – Delivered strategic guidance, personalized training, and proactive support. – Helped boost client engagement and retention. ✅ As a Product Owner, I bring a background in product management and business analysis. – Skilled in Agile methodologies, communication, and project management. – Collaborate with cross-functional teams to deliver high-quality products aligned with customer needs and business goals. 🔹 Business Analyst | Functional Analyst ✔️ Translated business needs into detailed requirements and functional specifications. ✔️ Defined and communicated documentation for project teams to ensure successful delivery. ✔️ Planned and estimated BA activities, monitored solution implementation, and managed acceptance criteria. ✔️ Assessed risks related to feature development and implementation. ✔️ Led CRM testing: test case definition, execution, and post-implementation support using Scrum. ✔️ Reviewed CRM policies and managed content updates. ✔️ Continuously analyzed performance based on team and client feedback to improve processes. 🟦 Industries / Industry Experience: ✔️ Private Banking – Worked on a loan application platform within a private bank environment. – Focused on improving digital lending experiences for users. ✔️ Fintech / Social Media Application – Customer Experience Analyst for a fintech app with social media features. – Responsible for support, testing, and user journey optimization. ✔️ SaaS – Chatbot Platform – Led client onboarding and customer success for a SaaS chatbot solution. – Ensured effective adoption, training, and long-term engagement.