Management of Ombudsman operations strategies and external channels, I lead the project, quality, content and training, processes and data teams.We serve in a matrix way a total of 200+ people who work in various operations, idealizing the future of processes and developing metrics related to the teams' success and supporting Nubank's accelerated growth.Management of operational support and strategic management of operations fronts in which are divided into 4 teams.- Operations Management - Data Driven for Business Intelligence- Feedback Loop -Business Improvement- Process & Quality- Knowledge ManagementTogether, the fronts join forces to create solutions and improve processes towards maximum potential scale of operations and greater quality of customer service, translating the smart efficiency concept into actions and practical key indicators for the reality of operations.Management of improvement programs and development of solutions for various needs, from product to customer service.Application of LEAN concepts in operational excellence routinesHighlights:Process transformation (Process Oriented)Mapped failure-oriented business improvement (FMEA)Outer Loop Governance - Report management and communication with key stakeholders for continuous business improvement.

Management of the service operation for Nubank's consumer channels.Development of programs and strategies focused on team development and process improvement with a focus on service quality, customer experience and scalability of operations.Leadership of the Ombudsman's annual strategies, identification of opportunities and development of projects to solve problems and achieve goals established in OKRs.Facilitation on OKRs, LEAN, COPC themes.Digital transformation of service channels.Management of operational performance metrics and WFM.

Development of the Quality and CX Strategies teams and routines. Focus on customer excellence driven by delighted customer support and metrics analyses to create improvement actions. From 0 to 47 staff members in 6 months driving company to customer focus, building a solid knowledge team and leaders.Kavak has been reaching great seller numbers with the cx and quality tools/routines implemented as well the NPS are the best of the market in Brasil with more than 80 PP.

Management of diverse areas (Data and Indicators, Quality, Projects and Training & Communication) that aims to raise Nubank's ombudsman service standards focused on customer excellence metrics.Squad metrics management (OKRS)Development of customer centric practices.Definition and management of projects executed in the squad - PMOAutomation and digitalization of processes.Lean transformation leadData generation/analysis management People management (Talent Development and engagement)Customer operations mgmtStrategic planning meetings with the mgmt

Responsible for creating the Operational Excellence area.Main activities: Structuring of processes and squad operations.Metrics development and management (OKRS)To create the Lean culture in the squadPromote actions to mitigate mapped failures through the analysis of customer complaints data.Implementation of quality assurance routines focused on the customer.Definition and prioritization of strategic projects in the area in order to achieves the goals set by mgmt board.Management of the operational efficiency of the second level service area (Dimensioning and Forecasting)

Responsable for:• Analysis of market and competition information with business and customer vision, implementing solutions and improvements in the definition of business processes; • Tactically plan the profitability of the product in the short and medium term;• Define customer prospecting, relationship and new business strategies; • Report performance indicators, presenting analysis and recommendations for improvement;• Perform personal relationship and business dealings;• Negotiation and Visits to LATAM clients;• Business Development and Marketing.

Responsable for:• Technical Team Management (4 persons);• Elaboration of Project Timelines;• Preparation of Technical Documentation;• Control of payments and project costs;• Elaboration of Test Procedures and Reports;• Monitoring of technical tests;• Meeting with Customer and developing improvements; • Development of Action Plan to conclude Project events;• Management of Contracts and Suppliers;• Preparation of Performance Reports;• Applying Improvement Processes Using Lean Tools;• Training management.

Responsable for:- Beer bottling processes; - Packaging Routines, labeling and packaging in Tin and Bottle lines;- Feeding process of lines;- Fault Correction;- Application of process improvements using Lean Tools.

• Creation and management of documents relevant to manufacturing cells (CEP, Work Plan, Quality Plan, Instructions, OEE, Manufacturing Control, Visual Aid, Process Flow and FMEA).• Trainee Coordinator of the Continuous Improvement group ZF PS (mechanics responsible for the assemblies and maintenance of the projects).• Planning of Preventive and Predictive maintenance activities.• Negotiation with internal and external suppliers and customers.• Quality control of production processes and review of documents.• Creation and management of documents relevant to manufacturing cells.• Application of Lean Manufacturing training and tools.• Try-out and follow-up of new products.• Organization of Lean workshops for manufacturing cells.• Application of quality tools (Ishikawa, MFV, CEP, FMEA and 8D)• Execution of activities and projects involving Lean Manufacture tools in manufacturing cells (Value Stream Mapping, 5s, Poka Yoke, PDCA, FMEA and PFMEA, Kaizen, Supermarket Dimensioning, Layout, Six Sigma, Productive Process Balancing and SMED).

Responsable for:- Machine Operation and Adjustments;- Mounting Processes; - Aluminum Welding Processes; - Machine improvements;- Assembly processes.

Responsible for: • Supply and maintenance of equipment (printers and copiers); • Print servers configuration; • General management activities; • Customer service; • Technical support; • KPIs control; • SLA control.