Marcelo - Product Manager with 5+ years in fintech and SaaS solutions

Designed and managed product plans to meet strategic objectives and user requirements.

Implemented Agile practices to improve team collaboration and delivery efficiency.

Coordinated with clients and internal teams to align product features with business needs.

Conducted competitive analysis and customer feedback integration to inform product strategy.

Provided support to video game players via email, managing a high volume of daily queries, Detected and resolved common technical issues such as bugs, developer errors, loading failures, and in-game crashes, Assisted users with payment issues, unrecognized charges, subscription renewals, and refund requests, Solved login problems, two-factor authentication issues, account recovery, and security concerns, Collected and analyzed player feedback on bugs, unstable performance, and gameplay problems, Documented recurring technical errors and submitted detailed reports to the development team, Collaborated with QA, development, and product departments to prioritize and solve critical issues, Participated in internal feedback sessions to improve support quality and propose user experience improvements, Used ticketing and CRM tools to track cases and their resolutions in an organized manner

Communicated with Chinese clients in English, Coordinated and routed information to moderators, Evaluated performance using systems, surveys, and feedback, Used software tools to monitor KPIs and team performance, Maintained AI system databases, Supervised collaborators and ensured appropriate content control, Trained new candidates and conducted ongoing team training, Ensured compliance with moderation standards and policies