- Responsible for the continuous improvement of driver experience in the 99 app, utilizing methodologies such as Lean and Six Sigma.- Led strategic projects from conception to implementation to optimize the driver journey.- Analyzed data and reviewed processes to identify and implement operational improvements.- Collaborated with internal teams and external stakeholders to ensure efficiency and driver satisfaction.

- Leadership in continuous improvement efforts for 99's safety processes, focusing on efficiency and customer satisfaction.- Data analysis and performance monitoring to identify improvements and their impact on customer service.- Collaboration with cross-functional teams to implement strategic projects and ensure effective communication.- Development of dashboards and documentation to support decision-making and enhance the customer experience.

- Leadership and active participation in continuous improvement projects focused on operational processes and customer experience.- Impact analysis of projects on customer service processes, journey mapping, and identification of improvement opportunities.- Development of dashboards and data management processes to monitor indicators and support strategic decisions.- Collaboration with cross-functional teams and stakeholders to ensure timely deliveries and effective solutions.

- Leadership in the Customer Support Security team at 99, focusing on performance, quality, and productivity indicators.- People management, leading and developing a customer support team.- Mapping process inconsistencies and customer inquiries, planning and executing improvement actions.- Data management and dashboard creation for performance monitoring and decision-making support.

- Customer service, with a focus on problem resolution quality and customer satisfaction.- Active participation in communication improvement projects and internal department campaigns.

- Responsible for processing and payment of freight services contracted nationwide, including analysis and data entry of CTes into internal systems (Excel and AS400).- Conducted follow-ups on reports and emails, spreadsheet management, and distribution of pending tasks to ensure deadlines are met.- Collaborated with carriers to address billing process issues, enhancing payment flow efficiency.- Implemented improvements such as digital and physical document control and system validations, reducing payment timelines and increasing information quality and security.

- Processed export orders, including issuing Export Registrations, Dispatch Requests, and tracking shipments at the ports of Santos and Paranaguá.- Was responsible for follow-up, issuance, and availability of export proof documents, ensuring deadlines were met.- Developed parallel projects, such as managing powers of attorney for foreign trade processes and registering with regulatory agencies (MAPA, RFB, and ANEC).- Implemented improvements such as standardizing export proof processes, reducing document clearance times, and organizing physical and digital archives.