NATHALIA KILES

• Understand requests from the business area of bank customers, specifying their needs, managing/creating a TI Backlog for planning and prioritizing demands, using the Scrum methodology;
• Directed system projects with our intern Squad, reporting directly to the SME bank customers, supporting them with tests, carrying out functional requirements surveys, developing flows authoring user stories and guidance documents, in real time needs;
• Created and implemented processes to ensure successful completion of projects.
• Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
• Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
• Coordinated and actively participated in new project implementations and improvements/customizations for the clients, increasing at least 10% monthly revenue for the company and clients;
• Conduct financial systemic modules training for customers, during the implementation.
• Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
• Identified risks associated with each project and developed strategies for mitigating those risks.
• Managed multiple projects with competing deadlines simultaneously.
• Provided guidance to team members regarding tasks assigned to them.
• Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
• Built and established strong partnerships with teams, vendors and contractors.
• Negotiated with project stakeholders or suppliers to obtain resources or materials.

• Oversaw customer satisfaction of the investment brokerage, implementing NPS in all channels, providing support to our CS;
• Oversaw analytical studies for director strategic decisions, monitoring the CS, creating metric controls such as TME, CSAT, service level, among etc;
• Training and monitoring the team service supporting their demands, in order to optimize the agents performance and automate internal and external processes, ensuring that everything and everyone is aligned with the business strategy, taking into user, providing feedback to subordinates;
• Create and ensure quality indicators according to the goal stipulated for the operation in all channels (chat, email, telephone and WhatsApp), preparing management reports and directing the team with the strategy obtained;
• Implementation of new projects/businesses using MVP criteria, in order to improve user (customer) experience, optimizing operational and technical management;
• Identified opportunities for cost savings through improved efficiency or waste reduction.
• Conducted root cause analysis on customer complaints and identified corrective actions.
• Provided training on quality management system policies and procedures to staff members.
• Analyzed data from various sources to measure customer satisfaction levels.
• Identify points of improvement in the service process that can lead to failure in the relationship with customers, including KPIs and carrying out tests of new systems through the channels;
• Mapping of requirements for process optimization, ensuring the validation and publication of technical documents to external and internal customers;
• Investments allocation to qualified clients, increasing the broker's revenue and clients income.

• Prospecting and maintenance ME companies, making partnerships in São Paulo, building business opportunities;
• Control of processes and internal flows to mitigate systemic and operational errors;
• Development and campaigns monitoring related to reducing customer PDD;
• Digital social media monitoring.
• Negotiated contracts with clients to maximize profitability.
• Participated in brainstorming sessions to develop new ideas for business development initiatives.
• Generated leads through cold calling activities.
• Resolved customer complaints in a timely manner.
• Monitored industry trends and made recommendations for changes in strategy accordingly.
• Developed successful customer relationships to boost sales opportunities.
• Established strong relationships with decision-makers and influencers within client organizations.
• Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

• Facilitated the product/project scope plan (Roadmap), according to Legal and Market items (Product Innovation or Updates) in the customization and development projects (Factory-Franchise);
• Orchestrated the franchise/factory performs and requirements gathering;
• Facilitated the Pre-sale (Solution Center, Help-Desk and SLA), conducting on-site field survey at the financial institution client, authoring testing scenario;
• Implementation/product support on site and customizations - Microsiga Protheus, regarding the scope of projects related to Investment Funds and their compositions (Fixed Income, Swap, Derivatives and Variable Income);
• Attending technical and functional meetings related to customers, qualifying and quantifying updates authoring internal and external documents;
• Developed relationship with customers (banks), meeting demands and acting in the resolution of product optimization.

Expertise in Governments & Institutions, Universities, Retail, Private Banking and OffShore)

• Visits for active sale of investment funds to RPPS clients, Universities and IPMs authoring exclusive reports, converting clients and doubling annual fund raising in the area;
• Supported and trained internal support areas (Investment Advisory, Super Line - Genesys IVR, agencies, Private Banking) and external clients holding conference calls for sale of Funds, talking about the current economic scenario;
• Authoring scenario presentations for product sales to international customers (Japan, Assets do Chile, Mexico, Portugal, Luxemburg Santander), making calls;
• Holding general meetings of Investment Funds with the legal area for interested clients;
• Carrying out operational activities for the segmentations mentioned;
• Collaborated in economic meetings to analyze the economic scenario and adapt the investor profile to clients;
• Preparation and implementation of general operational routines for internal control of fundraising (Reports), authoring reports with profit informations, sharing value and equity directed to customers;
• Preparation and archiving of notices and Material Facts; Maintenance of the bank's IR website and updating/creation of website content on the Intranet, given the constant changes, being attentive to all events and updates, keeping the end customer's vision;