Pedro P.

Product Manager

Head of Products (CPO)
7/1/2021 - Present

Founded and built a comprehensive billing and payment solution from the ground up for small and medium businesses and entrepreneurs. Spearheaded the design and implementation of the product, including developing the website and establishing the brand identity. Managed the entire process of selecting, hiring, and overseeing all suppliers. Strategically defined and executed sales strategies for both online and in-person channels.

Head of Products and New Business (CPO)
2/1/2021 - 6/1/2021

Implemented an innovative application from scratch aimed at democratizing credit for low-income segments in Latin America. Utilized Agile methodologies to develop the app, ensuring efficient project management and timely delivery. Demonstrated proficiency in JavaScript frameworks, including React Native for mobile development, and leveraged backend technologies such as Node.js and Express.js. Integrated multiple payment gateways and third-party APIs to facilitate seamless transactions and provide a robust user experience. Conducted comprehensive market research and analysis to identify and explore additional business opportunities, contributing to the strategic growth and diversification of the startup. Employed version control using Git, collaborated with cross-functional teams, and implemented best practices in coding, testing, and deployment to ensure a scalable and reliable product.

Manager - Digital Business
2/1/2019 - 12/1/2020

Implemented a fully online customer management platform (CRM), enhancing customer service and boosting product sales through agency, website, and app channels. Utilized the platform to market investment products via Independent Investment Agents (AAI), generating over R$ 1 billion in new investments within the first six months of operation. Contributed to the development of a Digital Bank, focusing on the implementation of traditional and payroll credit products and the creation of a complete business plan for the venture. Developed technical expertise in CRM systems, digital banking infrastructure, and investment product marketing. Leveraged comprehensive project management skills to oversee and streamline system deployments and integrations.

Manager - Innovation and New Business
8/1/2016 - 11/1/2018

Strategically implemented the online opening of accounts via ATMs, adhering to current regulation and technology standards. Secured a US$ 4 million investment, representing 5% of the local budget. Negotiated a new leasing contract for 220 sales points with the nation's largest pharmacy chain and renewed a leasing contract for 120 sales points with the third largest pharmacy chain, resulting in a 40% improvement in the business's BAI. Facilitated a 65.8% growth in the business BAI from January to August 2018 compared to 2016. The role involved extensive coordination and implementation, showcasing advanced negotiation skills and financial acumen in a competitive market environment.

Customer Experience Manager
7/1/2015 - 7/1/2016

Implemented a multichannel strategy in customer service and sales areas to reduce costs, increase revenue, and enhance customer experience. Developed and executed a comprehensive sales strategy aimed at improving profitability and retention across multiple channels, including Call Centers, Internet platforms, and face-to-face interactions. Conducted thorough process reviews to enhance customer satisfaction, as measured by Net Promoter Score (NPS). Initiatives led to a 10% reduction in calls to the Contact Center. Streamlined the process for implementing discounts during mass incidents, reducing processing time from 45 to 14 days, achieving a cost reduction of US$ 1 million, and minimizing the risk of regulatory fines.

Head of Products, Marketing and Strategy
3/1/2014 - 4/1/2015

Managed regional operations across Chile, Argentina, Peru, Uruguay, and Colombia. Successfully implemented operations in Colombia and streamlined the product portfolio by eliminating unprofitable items, resulting in a 15% increase in financial performance, equating to US$ 150,000. Conducted comprehensive commercial and financial analyses of business alliances, generating additional annual revenue of US$ 100,000. Effectively serviced and managed customer demands from major clients, including BHP, Tech, Sodexo, and Cencosud.

Head of Cash Solutions
4/1/2004 - 10/1/2013

Joined as a trainee and progressed to participate in the Future Executives group, focusing on identifying and implementing business opportunities within the channels areas across LATAM. Managed clients such as LATAM, Telefónica, Claro, Enel, and Falabella, resulting in a 15% annual increase in commissions on electronic payments. Led the merger of digital channels/cards for Santander and Real, involving 8 million customers. Oversaw a budget of US$ 60 million, managed 180 positions in the Contact Center, and handled 1,200,000 calls per month. Implemented the sale of financial products such as loans, cards, and insurance to Small and Medium Business customers, achieving US$ 7 million in monthly sales via the internet channel, and US$ 3 million in monthly sales via the contact center for Individual customers.

Initiated a new service model in the IVR, improving customer service by 15% without increasing staff. Rolled out credit card invoice installment plans, increasing the portfolio by R$ 1.2 billion, a 20% rise. Established the investment area within the Contact Center, boosting the number of customers by 25%, business volume by 20%, and commission entries for the sale of shares by 2000%. Implemented preventive collection strategies via channels, cutting the overdue credit portfolio volume by 20%, a model subsequently adopted by other Latin American countries, including Brazil. Developed the strategic plan for the Consumer Financing area in collaboration with Mckinsey consultancy.

Economics at Federal University of Rio de Janeiro
1998 - 2003

Finance at ESE Business School (Chile)
2011 - 2013