Nathália Lôbo De Farias

Scrum Master® | PSM | SAFe | Agile

nathlobo@hotmail.com +5541996108485 Curitiba, PR - Brazil

Profile Personal details

I had the privilege of having very positive and diverse professional Date of birth
and personal training. I have a bachelor's degree in Product Design September 6, 1992
with major in Design Thinking methodology and applicable solutions,
but through my professional experience, I came to the conclusion Place of birth
that what I have always liked is making people's lives simpler and Guaratinguetá, SP - Brazil
helping them reach their goals in the most objective way possible.
Gender
Female
I have experience working with cross-functional global teams, SaaS
platforms, and teams management, what helped me to develop Nationality
strong communication skills. Additionally, I had a technology Brazilian
product-based education, so all of these experiences have provided
me with an incredible background to work today as a Scrum Master. Civil status
Married
While working with Agile methodologies, my focus is to coach the
LinkedIn
framework adoption, develop journeys, and improve strategies
linkedin.com/in/nathalialobo
guided by metrics, with the aim of enriching relationships with clients
by creating a strong trust environment and delivering value. I'm very
passionate about technology and all the possibilities, and I am
always looking for new ways to execute processes more effectively! Languages
Portuguese

Education
English
Product Design 01/2011 - 12/2015
Pontifícia Universidade Católica do Paraná, Curitiba
Product Design bachelor degree with major in Design Thinking
methodology and applicable solutions.
Skills
Leadership
Certificates
What Is Scrum? 12/2022 Agile Leadership

Scrum: Advanced 06/2022

Agile Methodology
Stay Lean with Kanban 12/2022

Agile Software Development: 12/2022 Scrum Framework

Transforming Your Organization

Strategic Agility 12/2022 SAFe/ Lean

Professional Scrum Master I 03/2023
PSM I - Scrum.org Kanban

Team Work
Employment Global Teams Management

Scrum Master 06/2022 - 11/2023

ExxonMobil, Curitiba Cross-functional teams
Scrum Master of 3 global teams: * Midstream Pipeline | Midstream
EAME TAS | Midstream Weaste Pipeline & TAS
Project Management

Facilitate discussion, decision making, and conflict resolution.

Empower the team to make decisions and take accountability. Communication Skills
Manage dependencies and remove blockers.
Ensured user stories were 100% ordered, defined, estimated and
ready to be worked on by the team. Critical thinking and problem
Lead and coach scrum adoption. solving
Implement changes to increase the team's trust and productivity.
Used Agile methods and processes to coach through complex
Customer Success
problem-solving and finding solution strategies.
Facilitate PI Planning events.
Development of dashboards. Client Management
Capacity calculation.
Collaborate with other scrum masters to improve the
methodologies efficiency. Customer Voice committee

Customer Success Coordinator 04/2021 - 04/2022

OmniChat, Curitiba Customer Experience Journey
Leader of the Ongoing area, focusing on enterprise companies,
helping to settle goas and objectives with the initial structuring of the
area. OKRs

Creation and management of OKRs in the area.

Customer Health Score
Define and review management processes.
Construction and monitoring of Ongoing success metrics on BIs
and Dashboards. Negotiation
Webinar routine organization, and recurring training in the
OmniAcademy for users program.
Hiring headcounts and adapting the team to support the SaaS Platform
company's accelerated growth.
Train and support project managers.
Recurrent 1:1s routine. Infrastructure as a Service
Manage demands and project portfolio.
Define the project management methodologies used.
Product Development
Prioritize projects.
Ambassador of culture and promoter of OmniChat values.

PMO 08/2020 - 04/2021

OmniChat, Curitiba
Focusing on enterprise companies, helping to settle their goals and
objectives with the initial structuring of the area.

Manage and expand a portfolio of enterprise retail clients.

Focus on delivering value to the customer and their costumers.
Expansion of the omnichannel and chat-commerce chain.
Identify ways to improve the customer usability.
Focus on generating results, creating value to the clients,
maximizing profits and transforming customers into
ambassadors.
Manage demands and projects portfolio.
Define the project management methodologies used.
Prioritize projects.
Customer Success Specialist 06/2019 - 08/2020
OmniChat, Curitiba
Initial structuring of the Customer Success area.
Structuring Onboarding and Farming areas;
OKR idealization.
Creation of metrics such as NPS, Churn, Upsell, Customer Health
Score, and Customer Voice committee.
Responsible for client expansion on the platform.
Account manager responsible for clients' Onboarding and
Farming lifecycle processes on the platform.
High Touch/enterprise service.
Responsible for the implementation of projects.
Responsible for client adoption.
Basic Technical Support.
Payment gateway implementation.
Knowledge transfer on how to use the platform.
Creation of content for the platform help center.
Carrying out training and webinars for clients.
Development of ideas to improve customer use on the platform.

Marketplace Analyst 03/2019 - 05/2020

MadeiraMadeira, Curitiba
Commercial management of the Ricardo Eletro and Carrefour
marketplace Key Accounts.
Preparation and analysis of performance reports to facilitate
decision-making.
Negotiation of commissions, subsidies, and commercial spaces.
Commercial negotiations focused on promotional efficiency and
profitability of the marketplace channel.
Preparation of plans for medium and long-term strategies.
Monitoring competitors' movements to develop counterattack
strategies to guarantee price competitiveness.
Integration of new partnerships with marketplaces and sellers.
Monitor all indicators, such as transport SLA, customer service SLA,
and customer satisfaction, NPS.

Customer Success Analyst 05/2018 - 02/2019

Doctoralia, Curitiba
Daily contact with an average of 500 customers in the portfolio.
Deep comprehension of customer needs and expectations.
Present effective solutions and strategies to increase customer
success, consequently ensuring their satisfaction on the platform.
Guarantee a high-quality service experience.
Ensure that customer expectations are managed accordingly.
Monitor the customer lifecycle from the implementation to the
moment of retention if necessary.
Identify opportunities to increase revenue and ensure customer
engagement with the platform.