I built self-service products while EBANX was growing close to 30% per month.

EBANX was expanding across Latin America, but Customer Experience could not scale by adding one new hire for every increase in demand. Nine Help Centers served different markets and payment contexts across the region.

In my first formal Product Manager role, I was responsible for helping merchants and end users resolve payment and refund issues without sacrificing safety or clarity.

We moved high-volume, high-anxiety payment workflows from manual support into product. That meant prioritizing status visibility and ticket lookup, testing conversational self-service gradually, and replacing a slow bank-transfer refund process with Pix keys.

1. 01

   Built payment-status and ticket-lookup experiences so users could resolve common questions without contacting support.

2. 02

   Set success criteria, evaluated vendors, and launched an NLP chatbot connected to EBANX APIs gradually, using resolution and escalation data to guide expansion.

3. 03

   Redesigned the refund API and flow, first with Shopee and later with other merchants, using Pix keys instead of a slow bank-transfer form.

Together, these products increased the self-service rate by 60 percentage points. The new refund flow moved the average payment SLA from days to minutes.

These results describe a portfolio delivered with product, design, engineering, CX, and operational partners across several initiatives, not the effect of one feature or one person.