Joao Pedro Fortunato

Hello! I'm Joao Pedro Fortunato, an Operations Management professional with over 5 years of experience dedicated to optimizing processes and enhancing customer experiences. My journey has taken me from leading teams at Planet Fitness to driving significant improvements in user engagement at Rappi, where I successfully reduced churn by 15% and boosted engagement by 25% through a UX-focused loyalty program.

I thrive on data-driven decision-making and have a strong proficiency in tools like MS Excel, Python, SQL, and Tableau, which I leverage to analyze operations and implement effective strategies. My analytical mindset, combined with my ability to communicate effectively in English, Portuguese, and Spanish, allows me to connect with diverse teams and stakeholders.

I am passionate about creating seamless customer experiences and operational efficiencies, as evidenced by my track record of improving NPS scores and user retention across various roles. As I look to the future, I am eager to take on new challenges that allow me to further develop my skills and contribute to innovative projects in operations management.

If you're looking for a dedicated professional who can drive results and enhance customer satisfaction, let's connect!

Assistant General Manager at Planet Fitness, California

Spearheaded operational management and team development, overseeing financial metrics including payroll and compliance. Enhanced member experience, achieving an impressive Net Promoter Score (NPS) of 89, while implementing strategies that increased user retention by 13%.

Business Operations Specialist at Rappi, Brazil

Directed a user experience-focused loyalty program for over 40,000 users, successfully reducing churn by 15% and increasing engagement by 25%. Secured $0.5M in user benefits through strategic partnerships, while revamping support programs that improved productivity by 1.3 minutes per ticket and enhanced customer NPS by 10 points.

Business Operations Specialist at Walmart, Brazil

Engineered a capacity management tool that significantly boosted productivity and quality for a team of over 150. Successfully deployed an e-commerce Order Management System (OMS) across 20+ stores, enhancing shopping efficiency by 85% and integrating training strategies to elevate team performance.

Operations Supervisor at Cornershop by Uber, Brazil

Pioneered the launch of food delivery operations, training and managing a fleet that achieved a user retention rate of 65% and maintained a high service level with an average NPS of 86. Led a quality assurance team that improved user experience, reducing stockout levels by 15% and minimizing sales loss by 75%.

Operations Analyst at 99 by Didi Chuxing, Brazil

Managed a fleet of over 10,000 drivers while leading a customer relationship management team. Initiated a loyalty program that resulted in a 25% increase in user retention and a 35% boost in supply hours, alongside communication strategies that elevated NPS by 6 points.

Logistics Analyst at Anheuser-Busch InBev, Brazil

Led a delivery team of over 30 drivers, enhancing distribution efficiency by 30% through strategic technology implementation. Developed a route planning strategy that reduced delivery time by 12% and decreased unsuccessful deliveries by 8%, while improving adherence to SOP by 50%.

• DATA ANALYTICS CERTIFICATE - UC BERKELEY EXTENSION, CALIFORNIA 
• BS IN CIVIL ENGINEERING - FEDERAL UNIVERSITY OF PERNAMBUCO, BRAZIL 
• CIVIL ENGINEERING ACADEMIC TRAINING - UNIVERSITY OF KANSAS, KANSAS
• CIVIL ENGINEERING EXCHANGE PROGRAM - SAN FRANCISCO STATE, CALIFORNIA