Rodrigo Dores

With over 3 years of experience at Nubank, one of the most innovative fintechs in Brazil, I work as a senior specialist on the Customer Experience team, focusing on product management for customer security area. My expertise in agile methodologies and business insights has been essential in enhancing product operations and driving operational excellence. I contribute to the mission of democratizing access to quality financial services with a diverse perspective focused on innovation and efficiency.

Xpro Product Management | NUBANK – São Paulo /SP 09/2022 - present Experience focused on product security and customer service journey, aiming at making informed decisions and risk management to enhance operational processes and contribute to product improvements.

- Support for the implementation of new security products, as the new facial recognition tool provider in the app.

- Backlog prioritization for roadmap, as revamp for customer security journey. - Documentation (PRD, Figma, RFC, Roadmap, Comms strategy, JIRA).

• Support for team specialists.
• Decision-making and risk management.
• Identification of opportunities for improving facial recognition flows (Manual authentication project for customers during facial recognition).

Xpert Data Analysis Customer Satisfaction | NUBANK – São Paulo /SP 04/2022 — 09/2022 Focus on analyzing customer satisfaction in security leading to the development of impactful actions for operations through the identification of root causes and hypothesis generation.

• Revamp of customer communications: Introduced a new linguistic approach based on behavior prediction technique.
• Dashboard creation: developed a detailed SQL language looker dashboard with data presenting customer satisfaction analysis results in a more accessible format.

Xmart Customer Experience | NUBANK – São Paulo /SP 06/2021 — 04/2022

Emphasizing back-office handling for security-related customer service cases, I focused on improving the quality processes related to internal documentation used as a reference.

• Interactive personnel sizing spreadsheet for the team. - Support point during onboarding practices.
• Development of process flow documentation in product security. - Focal point on quality cases.

Administrative Analyst | MaxMilhas – Belo Horizonte/MG

Experience focused on continuous improvement of administrative processes and projects, I have been engaged in various key initiatives:

• Planning and construction of supplier payment flow. - Contract management.
• Support for Climate & Culture area events.
• Research and implementation of ESG solutions.

Control desk - Apple | Infosys – Belo Horizonte/MG

Professional responsible for issuing and analyzing service data, people management, technical support,

communication with international teams, and report production.

-Manage indicators OKR, metrics KPIs

-Manager productivity of customer service operations queues.

Bachelor’s Degree in Biological Sciences

|University Federal of Minas Gerais (UFMG) | 2021

Product Discovery | Product Marketing | Product Analytics | Product Leadership PM3 School | 2024