Karina Stein

- Emphasis on Digital Transformation and Digital Marketing - 75% Scholarship - GPA: 3.51

- Led an international team responsible for self-service channels in 12 countries, increasing 20 percentage points in customer satisfaction (CSAT) and 15 percentage points in customer retention. - Acted as Group Product Manager for Chatbot and FAQ products, providing strategic guidance on the discovery, backlog and stakeholder management, as well as roadmap execution. - Formulated content strategy for digital media, increasing click-through rate (CTR) from 20% to 50%. - Developed and maintained multiple hybrid chatbots, leading a cross-functional team consisting of AI, UX, data analysis, and platform development experts. - Automated OKRs monitoring, reducing data availability delay from one week to one day. - Revamped Help Center page design, improving digital channels' overall retention to 70%. - Increased leads for receptive sales from 150k to 330k per month. Tools: Figma · Notion · JIRA · Similar Web · SEMrush · Slack · Zendesk

- Led a team of 12 in the digital transformation of the back office, reducing €100 million in 2 years. - Recruited and developed over 50 individuals for the Center of Excellence (CoE) of process engineering, a pivotal area in building a skilled workforce for continuous improvement and innovation. - Held accountability for Change Management of the project, utilizing the ADKAR methodology to ensure seamless adoption and implementation of initiatives. - Collaborated with the HR team to establish Academia OPs, an internal training school designed to leverage the skills of 40,000 Operations area professionals. - Planned and executed Expo MEO, an event attended by 800 participants, including C-level executives and speakers from renowned multinational companies, such as Meta and Natura. - Contributed to developing Operational Excellence frameworks, encompassing Continuous Improvement, Quality Assurance, Outsourcing, and Production Planning and Control (PPC) subjects. Tools: Salesforce · Bizagi · Automation Anywhere · Power BI · Tableau · DocuSign · Trello

- Implemented the Net Promoter Score (NPS) system for customer services. - Performed quantitative and qualitative data analysis of key customer satisfaction indicators and implemented process improvements in the service sector, which increased NPS from 40 to 65. - Took on the task of Customer Voice (VoC) inside the Customer Service area, having used several tools to enhance customer experiences, such as Benchmarks, User Surveys, A/B Testing, Design Thinking, Personas and Experience Maps (Blueprint, Empathy Map and Journey Map). - Created events to foster the exchange of knowledge about the customer-centricity mindset. - Developed community forums and communications plans, achieving the highest engagement (likes, shares and comments) among all internal initiatives. - Product Manager of the Analytics team, defining and prioritizing analysis, and ideating data dashboards. Tools: Figma · Illustrator · Canva · Miro · Zoom · Tableau · SQL

- Ideated and constructed the bank's internal website and app, generating efficiency of €53 million/year. - Implemented the first project using an external cloud at the bank with an impact on 100,000 employees. - Participated through the entire project lifecycle: benchmarking, proof of concept (POC), Legal and Information Security approvals, hiring of specialized vendors, deploying and rolling out features. - Product Owner of the HR squad, performing the tasks of user research, framework prototyping, definition of requirements, usability testing, and features validation. - Worked in Agile method along with a cross-functional team composed of UX, Architectural and Software Engineering, and Quality Assurance. Tools: Axure · Salesforce · NSP Oracle · SAP · Microsoft

The Trainee program consisted of five projects across the divisions of the Technology and Operations areas. - Developed the retention strategy for customer service digital channels. - Optimized physical agencies processes, with a potential to reduce € 12 million/year. - Built a cockpit of KPIs for managers, creating efficiency of € 200,000/year. - Created a talent attraction program in partnership with CUBO Itaú and Redpoint Ventures. - Reduced Bad Debt Provision of the portfolio of institutional clients for the wholesale treadmill.

- Inspected construction sites and building renovations of the bank agencies. - Prepared manuals and procedure guides to support architecture and engineering professionals. - Participated in the creation of digital agencies.