More than 21 years of expertise in customer relationships, developing solutions for Commercial and Operational Processes, Cross Selling, Digital Billing, Strategic Projects for Cost Reduction, Innovation and Quality Promotion for B2B customers in various segments. Skill in commercial negotiations, prospecting and management of key accounts with a focus on performance monitoring, sales force development, visit planning, competition analysis, market research and revenue growth. Definition of tactical plans to achieve goals and engage large teams, applying best practices to prepare employees for internal and external audits. Development of policies, procedures, routines, treatment of non-conformities, implementation of tools, process automation, content standardization, monitoring and qualification of new business partners.Leadership of projects allied to technology and innovation, through automation and artificial intelligence in customer service operations. Effective in conducting meetings for executive presentation of results and KPIs. Mapping of opportunities for renewal of contracts and services, ensuring the achievement of SLAs and quality level of services provided to the end customer.Experience in the use, design and application of PDCA, CRM, COPC, CMR, SCRUM, Methodology Lean , Digital Agent, Chat Bot, Cognitive Voicers and Speech Analytics.#BPO #Speech Analytics #Big Data #Transformação #MelhoriadeProcessos #ExperienciadoCliente #TransformaçãoDigital #Inovação #IA #InteligênciaArtificial #Analytics #Flexibilização #ModelosFlexiveis #Robotica #End2end #FrontOffice #BackOffice #Direção #Vendas #RelacionamentoCliente #ClusterSurAmerica #CX #ComercialFarmer #BI #MIS #Startup #MetodologiaAgile #Squad #Eficienciaoperacional #KPIS #OKRS #Reducaodecustos #Rentabilidade #LGPD #SCRUM #Voicebot #Chatbot