Melissa De Andrade
New York,NY
Summary
Customer-centric Content Strategist and Product Manager with proven success in fast-paced work environments. I provide sound content judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy for customers with a need for action. Unlike other professionals that are good at planning but lack communication skills, I bridge the gap between technical and non-technical audiences, collaborating with cross-functional teams on complex projects to create effective, high-quality deliverables and consolidate customer experience.
Overview
18
18
years of professional experience
Work History
Content Strategist
A.FANTIS
07.2021 - 06.2022
- Enhanced content strategy by conducting thorough audience research and aligning content with target demographics.
- Partnered with cross-functional teams to create, execute, and deliver engaging campaigns for internal communications
Product Manager, Digital & Device Alexa Services Content Experience
AMAZON
01.2012 - 04.2019
- Managed the global customer content production effort for Alexa features expansion in a highly ambiguous and fast-paced environment; monitored performance and influenced change
- Successfully managed the launch of 100+ Alexa customer service expansion projects/year in all global markets, with a track record of running around 40 time-sensitive projects in any given time
- Partnered with cross-functional teams such as Program Managers, Product Managers, Product Experience, Technology, Instructional Design, Voice of the Customer, Retail, Marketing to deliver the best customer experience and reach new audiences.
Content Strategist Manager, Digital & Device Knowledge Management
AMAZON
01.2012 - 01.2019
- Prioritized highest needed features and led the development of high-quality customer-focused content for internal and external platforms, achieving key performance indicators
- Led development of global content strategy and product roadmap for brand new Amazon devices and technologies, including Kindle e-reader devices, Amazon Dash, and Dash button
- Managed a distributed team of eight Content Writers and Technical Writers located in various states in US, Brazil, and Costa Rica
- Responsible for coaching and career development
- Contributed to strengthening the wider organization by conducting 80+ interviews, training 20+ new hires, and mentoring Content Developers from teams in the Americas, Europe, and Asia
- Collaborated with cross-functional teams - Product Management, Engineering, Marketing, Legal, Public Relations, Multimedia, Customer Service Operations, Instructional Design and Global Localization and Translation - to support global launches
- Headed various continuous improvement and standardization initiatives for global content.
Content Localization Strategist, Customer Service Knowledge Management
AMAZON
01.2012 - 01.2019
- Launched Amazon customer support in Brazil, leading content localization with high-quality standards; used metrics to improve content inventory and address customer issues
- Developed and managed content localization strategy for the launch of Kindle devices, FireTV, Amazon Drive, Prime Video in Brazil, responsible for maintaining the voice of Amazon
- Point of contact for customer service and operations teams.Partnered with cross-functional teams - Sales, Marketing, Legal, Instructional Design - to improve the overall Brazilian customer experience
- Managed a distributed team of three people located in Brazil and Costa Rica.
Social Media Strategist
LIBERTAS COMUNIDADE
01.2011 - 01.2013
- Built content architecture in targeted social media platforms for this Psychology Institute, successfully increasing traffic to website by 15%.
Product Manager
PARTEC
01.2008 - 01.2010
- Successfully implemented content development processes to support a decision-support system created for the Secretary of Culture in Brazil, cutting down the time necessary to create reports for higher management from a couple of days to some minutes, including rich chart generation
- As a product owner in Agile, I provided a better understanding of the clients' requirements that eliminated unnecessary redevelopment and met client's needs in every iteration by 95%.
Managing Editor of Technology and Tourism sections and Sunday magazine
JORNAL DO COMMERCIO
01.2004 - 01.2007
- Directly managed an eight-person team that won 17 Journalism Awards in Brazil
- Designed and implemented variety Sunday magazine that improved readers' participation by 72%
- Presenter of a daily technology radio show; technology columnist in print; writer of special stories.
Education
No Degree - Applied Business Analytics
Massachusetts Institute of Technology
Cambridge, MA12.2023
Social Media Technologies and Implementation Certificate -
UNIVERSITY OF WASHINGTON
Seattle, WA12.2012
MS Digital Enterprise Management -
UNIVERSITY OF WESTMINSTER
London, UK12.2008
Electronic Commerce Management (Graduate Level, two-year program) -
FACULDADE FRASSINETTI DO RECIFE
Recife, Brazil12.2005
Media Communications - Journalism (Bachelor's degree) -
UNIVERSIDADE FEDERAL DE PERNAMBUCO
Recife, Brazil12.1998
Skills
- Project Management
- Digital Product Development
- Innovation & Strategy
- Project Leadership from start to finish
- Agile Methodologies
- Cross-Functional Collaboration
- Adaptable to change and ambiguity
Timeline
Content Strategist
A.FANTIS
07.2021 - 06.2022
Product Manager, Digital & Device Alexa Services Content Experience
AMAZON
01.2012 - 04.2019
Content Strategist Manager, Digital & Device Knowledge Management
AMAZON
01.2012 - 01.2019
Content Localization Strategist, Customer Service Knowledge Management
AMAZON
01.2012 - 01.2019
Social Media Strategist
LIBERTAS COMUNIDADE
01.2011 - 01.2013
Product Manager
PARTEC
01.2008 - 01.2010
Managing Editor of Technology and Tourism sections and Sunday magazine
JORNAL DO COMMERCIO
01.2004 - 01.2007
No Degree - Applied Business Analytics
Massachusetts Institute of Technology
Social Media Technologies and Implementation Certificate -
UNIVERSITY OF WASHINGTON
MS Digital Enterprise Management -
UNIVERSITY OF WESTMINSTER
Electronic Commerce Management (Graduate Level, two-year program) -
FACULDADE FRASSINETTI DO RECIFE
Media Communications - Journalism (Bachelor's degree) -
UNIVERSIDADE FEDERAL DE PERNAMBUCO