Amanda Santos
About Amanda Santos
Amanda Santos is a Business Operations professional specializing in Customer Experience, currently working at EBANX since 2019. She has led initiatives such as chatbot implementation and data reorganization to enhance customer service and product functionality.
Work at EBANX
Amanda Santos has been working at EBANX since 2019, holding the position of Business Operation in the Customer Experience department. Throughout her tenure, she has played a significant role in various initiatives, including the reorganization of the EBANX GO business model, which emphasizes a virtual prepaid card with a cashback program. Her responsibilities include serving as the communication focal point between the Product and Customer Experience teams, managing requests and demands effectively. Additionally, she has trained the Customer Experience team on product functionalities and led efforts to streamline customer service routines.
Education and Expertise
Amanda Santos studied at Faculdade Bagozzi from 2013 to 2015, completing a two-year program. She furthered her education at the BBI - Business Behavior Institute, where she focused on Gestão de Produto from 2022 to 2024. This educational background has equipped her with the knowledge and skills necessary for her roles in business operations and customer experience management.
Background in Customer Experience
Prior to her current role at EBANX, Amanda worked at Trix Engenharia in 2018 as an Assistente de pessoal for six months in Curitiba, Paraná. Her experience in customer experience includes leading the implementation of a chatbot in the Customer Experience area and reorganizing data to improve departmental processes. She has also participated in user interviews for mapping purposes, which contributes to her understanding of customer needs.
Achievements in Customer Service
Amanda Santos has made notable contributions to customer service strategies at EBANX. She has developed initiatives aimed at converting detractors on platforms such as App Store and Reclame Aqui. Additionally, she has conducted functional testing of the app to ensure quality and alignment with business rules, demonstrating her commitment to enhancing the customer experience.