Bruno Domingues Poirier

- Managing a team of 7 product operations professionals implementing internal customer experience channels & systems globally.

Managed a team of 25 members across Quality Assurance & Continuous Improvement verticals in Brazil. Led scalability efforts for insights and quality assurance across all business lines, positioning Brazil as the benchmark in DiDi's international operations.

Established scalable solutions by building the Community Operations Team from scratch in a Business Process Outsourcing setup. Oversaw customer support operations and back-office processes in Supply, Sales, and Legal, while leading a team of 8 individuals.

Loft is reinventing the process of buying and selling real estate in Brazil by leveraging technology and data to transform painful and bureaucratic processes into simple and delightful experiences. At Loft, you can sell your apartment instantly for a fair price or find your next perfect home ready for move-in. We're backed by leading global fintech and proptech investors such as Andreessen Horowitz, Thrive, QED, Fifth Wall and Monashees.

Managed and developed a team of 4 direct reports in São Paulo and Mexico City, strategically shaping projects within the LatAm region. Oversaw millions of contacts and costs, delivered global projects, and achieved significant cost savings.

I led the UberPride, an Employee Resource Group focused on the LGBTQ+ Community in Brazil, where I pushed for internal and external initiatives such as employee training, talks, and events. I worked alongside recruiting, Ops, Comms, Policy, and Legal teams to influence change in Uber Brazil’s internal and external policies & processes.

Standardized policies and processes across the LatAm region, enhancing customer support experience and operational efficiency.

Achieved 24% reduction in ticket inflow, improving customer satisfaction from 3.26 to 4.41 out of 5, and optimizing agent efficiency.

Led engagement initiatives, achieving 57% increase in email open rates. Managed national projects and driver appreciation events.

Managed Riachuelo's social media presence, the largest fast fashion brand in Brazil, spearheading initiatives to drive user engagement across Facebook, Twitter, and Instagram. By responding to user interactions and crafting compelling content, the brand earned recognition as one of the most actively engaged companies on social media in Brazil. Additionally, orchestrated impactful campaigns and leveraged gamification strategies that amplified the company's fan base from 10,000 to over 1,000,000 followers. Achieved remarkable success with clients such as Jequiti and the Barbados Government.

Developed programming interfaces, utilizing HTML/CSS, for esteemed clients including Daslu, McDonald's, Riachuelo, Portal Alone, Ofuxico, Milton Neves, and various others. This encompassed the creation of compelling email marketing campaigns.