Work Experience

  • Strong track record on leading Customer Care and Customer Experience Operations and cultural transformation focused on customer-centricity.
  • Career developed in multinational companies, working in Health Care company, Call Center’s startups, Credit and Collection, Payment, and Automobile Industry, which combine process management and people in diversified cultural environments.
  • Command of all customer service channels including call center operations, social media, e-mails, Backoffice, branches and embassies, totalizing 2,000 employees in 3 different locations. Integrated an operation promoting annual savings of R$23 million. Increased 5pp the first contact resolution and deployed the NPS for all operations. Implemented the telemedicine with the nurse line team and migrated 2,000 employees to home based during the pandemic in three weeks, adapting all the governance to the virtual model.
  • Command of all processes, standards and campaigns that support the call center operation (sales campaign, prospects, retention, customer care, technical support, international, fraud control and backoffices), totalizing 5,000 employees.
  • Management of a budget of R$120 million annual and receivable of R$2,35 billion and responsible for the bad debt estimate
  • Skilled for team interaction providing a high level of communication. Results-oriented, motivating people through the information shared by discussing cause and effects and coaching culture.
  • Ready to implement cultural changes building peoples’ commitment and business innovation, leading the implementation of new methodology to better customer experience, rationalizing processes, reducing risks, and maximizing quality and results, increasing the customer satisfaction (NPS) and productivity.
  • Ability to develop relationships and work cross-functionally with other areas and divisions, recognizing its multicultural behavioral and rolling differences.
  • Experience in conducting recruitment interviews, performance evaluations and career development of professionals, acting as a coach.