Work Experience

Amazon, Virtual, USA
Jan/2021 - Present
Lead UX Designer

• As part of the Amazon Connect UX Team, I design AI-powered call center solutions that leverage Machine Learning (ML), Artificial Intelligence (AI), and Natural Language Processing (NLP) to help agents quickly understand and resolve customer issues.

• Lead UX and Research efforts for our Workforce Management (WFM) applications, developing intuitive solutions that empower managers to improve agent efficiency and streamline call center operations.

• Below are the projects showcased at AWS Re:Invent, one of the largest tech events::

  • Amazon Q - 2024

  • Step-by-Step Guides - 2023

  • Agent Performance - 2022

Safra National Bank of New York (Safrapay), Miami, FL
September 2019 - Jan/2021
Head of Design         

• Led user experience and design activities for Digital Banking and Merchant Services at Safrapay, working on mobile native and responsive web apps. 

• Worked closely with cross-functional stakeholders and offshore development teams to ensure seamless design implementation.

• Introduced collaborative methods that improved requirement gathering, identified technical blockers, and increased team productivity, alignment, and engagement.

Ultimate Software (UKG), Weston, FL
March 2016 - October 2019
Lead UX Designer, UX Manager       
                               

• As a Lead Designer at Ultimate Software, I created responsive experiences for Human Resources applications across different domains, including Onboarding, Recruiting, Rewards, and Time & Attendance.

• In collaboration with two colleagues representing the triad of Business, Design, and Development, we introduced a new design process at Ultimate Software called "LightStarters," which was adopted by 15 teams across the organization.

  This process contributed to our Recruiting product earning its first Gartner Analyst "Delight" feature and receiving the Great Places to Work Innovation and Leadership Award in 2019. To share our insights and experiences, we co-authored the book "Feature Sprints," documenting the principles behind the process.

Citrix Systems, Fort Lauderdale, FL  
December 2010 – December 2015   
Lead Product Designer

• I began my Citrix journey as a UX Designer, dedicated to enhancing user experiences across key platforms like Unified Search, Knowledge Center, Project Accelerator, Synergy Live, and Citrix TV. Using a user-centered design approach, I conducted user interviews, created concepts and wireframes, led usability testing, and performed site audits. I also developed mental models, user flows, interactive prototypes, and customer journey blueprints to inform data-driven design decisions and deliver impactful solutions.

• Led the creation and management of multiple innovative applications through the Citrix Innovation Startup Program, applying Lean Startup and Design Thinking principles. My contributions earned me a promotion to the Product Design/CX team, where I influenced product design and developed a mobile app that won the Innovation Challenge Award at Connect 2014 and was accepted into Citrix's Startup Accelerator Program.

Education

• Certificate, Design Sprint Bootcamp, Jake Knaap 

• Innovation & Strategy, Innovation Program - Harvard Extension School 

• Certificate in Business Communications - University of California, Los Angeles UCLA

• Bachelor’s degree, Architecture, Universidade de Architecture e Urbanismo (Brazil)

• MBA, Universidade Federal de Pernambuco (Brazil)

Awards

• Customer Obsession Award, Deliver Results Award - Amazon (2024, 2023) 

• Collaboration Award - SafraPay (2020)

• ”ULTI Excellence" - Overall Winner - Ultimate Software (2019)

• 48 Hours Innovation Hackathon (4 times winner project) - Ultimate Software (2019-2016)

• All-Leadership Awards with “LightStarters” - Great places to Work (2019)

• “MVP Nomination” (Most Valuable Person) - Ultimate Software (2019)

• “Connect” Innovation Challenge – "Best Overall Idea” Citrix Systems (2014)

• “Customer Service Innovation Award” - Citrix Systems, World Wide Services (2012, 2011)

• “Web Services Day” – Winner project ("Ask Gabriel") - Citrix Systems (2011)