Ana Paula Bertoldi

IT Supervisor | Digital Products & Consumer Experience (CX) @ Electrolux Group

About

Strategic IT Leader with a solid career at Electrolux, specializing in transforming the Consumer Care Journey and digitalizing the Authorized Service Network across Latin America. Expert in orchestrating complex technological ecosystems that connect the end consumer to the service operation, ensuring a seamless experience through the integration of over 20 global and local systems, including Salesforce, SAP, VTEX, and Twilio.My role focuses on Digital Product Management and delivering strategic roadmaps based on OKRs. I act as a bridge between business needs and IT execution, with extensive experience in Investment Governance (CAPEX/OPEX) and stakeholder management in multinational environments.Key Strategic Pillars:Consumer Experience & Care: Design and evolution of relationship channels and service journeys that prioritize customer satisfaction.Service Ecosystem: Technological modernization of the authorized network (600+ partners and 2,000 technicians), integrating field solutions into the digital customer journey.Strategic & Financial Steering: Portfolio management focused on ROI and operational efficiency, ensuring technology investments are strictly aligned with corporate business goals.Eligible for EU/EFTA work authorization (Family Reunification/Spouse of EU Citizen)

Country

City

Brazil

Industry

Consumer Goods

Skill

Consumer Experience (CX), Digital Product Management, Omnichannel Strategy, Project Management, Salesforce, Oracle Field Service, Análise empresarial, ERP (Planejamento de recursos empresariais), Gestão de projetos, Gerenciamento de serviços de TI, Change Management, Mobile Marketing, ERP, Gestão da mudanças, Business Analysis, IT Service Management, Planejamento de projetos, Metodologias ágeis, Scrum, Consumer Experience

Experience

IT Supervisor | Digital Products & Consumer Experience (CX)

Electrolux Group

2023-11 - Present · 2 yrs 11 mos

Куритиба, PR

Leading a multidisciplinary team (Product Owners and Analysts) focused on the Digital Products portfolio for Consumer Care and the Authorized Service Network across Latin America. Managing strategic projects and product roadmaps based on OKRs, ensuring continuous improvement of the consumer journey and operational efficiency. Orchestrating a complex ecosystem of 20+ integrated systems, including Salesforce, Zendesk, SAP, VTEX, and Twilio. Responsible for financial governance (CAPEX/OPEX) and the technological evolution of service and support platforms. Coordinating critical platform migrations and simultaneous international rollouts for Argentina, Andean, and NOLA regions.

IT PMO Specialist | Digital Products

Electrolux Group

2021-5 - 2023-10 · 2 yrs 6 mos

Куритиба, PR

Managed the digital demand portfolio and project governance, overseeing the full lifecycle from business requirement capture to strategic prioritization. Responsible for budgetary control and financial analysis (CAPEX and OPEX) for high-impact regional projects across Latin America. Acted as a strategic liaison between technical squads and business stakeholders, providing executive status reporting and risk mitigation strategies. Leveraged Business Analysis expertise to ensure project alignment with corporate goals and operational efficiency.

IT Business Analyst | Digital Project Lead

Electrolux Group

2010-10 - 2021-5 · 10 yrs 8 mos

Curitiba, Paraná, Brasil

An 11-year tenure focused on process digitalization and the modernization of the Consumer Care and Service Network for Digital Products across Latin America. Acted as the strategic bridge between business units and technical delivery for high-impact regional projects. POS Intelligence & Supply Chain (Trade Marketing): Led the regional rollout (Brazil and LatAm) of an integrated platform and mobile app for 350+ promoters. The solution enabled field research on floor share and floor space, with data integrated into the ERP to resolve logistical and commercial stockouts in real-time. Digital Transformation & Customer Engagement: Implemented the company's first D2C portal fully integrated with Salesforce for product registration and Service Order requests via Web Services, structuring first-party data capture and Master Data integration. Oracle Field Service (TOA) Project: Led the implementation of the authorized network's Field Service tool integrated with Salesforce, along with the national rollout of intelligent scheduling for 3,000 technicians. Supported the business area in structuring Change Management based on their operational rollout plan. Digital Ecosystem Orchestration & Microservices: Managed the implementation of real-time online scheduling visibility across digital channels (Web/WhatsApp), pioneering the architectural transition to Microservices. IT Governance & Strategy (RFP/RFI): Conducted vendor selection processes and comparative Business Cases (CAPEX/OPEX), coordinating multidisciplinary squads under Agile methodologies.