Conta Azul · Apr 2017 to Nov 2020
I learned product by answering customers first.
I started in customer service, became a product knowledge reference inside the team, and moved into ownership of the Help Center and Chatbot products.
- Role
- Business Analyst, Customer Service
- Period
- Apr 2017 to Nov 2020
The problem
My first view of product came through phone calls, chats, and emails with customers. I heard where people became confused, where the software failed them, and which questions returned every day. That closeness to the problem became the bridge from support into product work.
What I did
- 01
Supported customers through phone, chat, and email and became a product knowledge reference for the team.
- 02
Created and followed technical support tickets before moving closer to product decisions.
- 03
Took ownership of self-service products for Conta Azul Pro and Conta Azul Mais, including the Help Center and Chatbot.
Result
Monthly Help Center access increased by 25%, Self-Service Score by 69%, and chatbot satisfaction by 92%. I was the top customer service performer in 2017 and was promoted within nine months.