Filipe daSilva

Filipe daSilva is a Consultant at Sand Cherry Associates, with over 13 years of telecom experience across network operations and implementation, regulatory KPIs, customer experience, and program, project and product management. Filipe is an integral part of our firm's ongoing success in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions.
Filipe has led cross-functional programs on complex products where many systems connect. He starts by finding the root cause of a problem, meets each team to understand their process and systems, writes the business requirements, and works with architects on the solution, keeping business, technical and vendor teams aligned until delivery.
Prior to Sand Cherry Associates, Filipe was Senior Technical Program Manager at Boost Mobile, where he led project intake and prioritization and drove discovery, business requirements and solution design for projects with the Billing, Customer Care, Fraud and other teams, the largest being a billing modernization program. Before that, he was Product Manager and Customer Experience Lead at Optimum, where he led customer experience for Optimum Mobile, rebuilding the onboarding experience and customer notifications, and supported the Product team by gathering and writing the requirements for a discount and promotions engine.

• Outage Communications: Sent customer-facing outage notifications by email and SMS as part of the outage escalation process. Worked with the Network team to understand the impact and SLA, with the BI team to identify affected customers, and with Customer Care leadership on affected accounts.
• Customer Onboarding: Rebuilt the onboarding and purchase experience, increasing activation rates by 9%. Rewrote customer notifications so non-native English speakers could understand them, and updated the notification triggers to match the real customer journey.
• Billing Modernization: Led a two-phase billing modernization program projected to generate $30M in annual revenue. Designed the solution with the architects and gathered business requirements with the Product, Customer Care, Billing, Accounting, UX/UI, Fraud and Sales teams.
• Project Intake and Prioritization: Designed and ran a project intake process that cut inbound project requests by 85%. Met with requesting teams before each intake meeting to clarify the need, the numbers to justify it, and possible solutions.
• AI Support Agent: Led discovery for an AI support agent and mapped business logic across the Product Catalog, Billing and Discounts Engine. Authored the LLM instruction dataset and business requirements, and built a working prototype with Gemini.
• Network Implementation: Led ADSL broadband implementation projects in the last mile, then managed IT projects, coordinating cross-functional teams to deliver on schedule.
• Regulatory KPIs: Partnered with the Network Operations and Call Center teams to close gaps in the regulatory KPIs required by Brazil's telecom regulator and avoid non-compliance penalties.