- Mapeamento de processos e identificação de riscos;- Desenvolvimento de políticas de prevenção à fraude e procedimentos operacionais padrão;- Implementação de controles internos e verificações de autenticidade;- Capacitação da equipe através de treinamentos;- Análise de mercado, cotação e implementação de ferramentas de prevenção à fraude;- Estruturação de equipe multidisciplinar e definição de responsabilidades;- Programas contínuos de treinamento e incentivo à colaboração interna.

I worked at Nomah, one of Loft's business units, which ceased operations in February of 2023.As the leader of the Fraud Prevention and Guest Recovery team, my role focused on implementing effective actions to mitigate fraud, such as identifying fake documents and preventing chargebacks, as well as analyzing and recovering chargebacks. Additionally, I developed and monitored relevant metrics and indicators for the department, ensuring operational efficiency. I also conducted investigations related to financial and asset loss prevention. In terms of guest recovery, I established service flows and provided swift responses on social media and Online Travel Agencies (OTAs), while closely overseeing the team responsible for this area to ensure the recovery of guests who had a poor experience with the company. Lastly, I ensured that policies and processes were well-defined and compliant, contributing to the excellence of the services provided.

- Reporte: Guest Experience Manager;- Gestão de equipe de 3 analistas;- Acompanhamento da equipe responsável pela recuperação de hóspedes e garantia de uma boa experiência com a empresa;- Garantia da conformidade de políticas e processos para a excelência dos serviços prestados.

- Desenvolvimento e monitoramento de métricas e indicadores relevantes para a área;- SAC em redes sociais

Responsible for designing new business ventures for the company, defining strategies for operationalization and prioritizing the internal and partner backlog.Developed metrics to monitor progress in routine management, deliveries, and operational improvements.Monitored competition and conducted market research for internal products and client products.Researched new technological solutions to optimize processes and internal management.Explored third-party solutions to scale the business and improve compliance with agreed-upon SLAs.

Managed customer service operations, including first and second-level support, handling special cases, social media, and complaint platforms such as "Reclame Aqui."Managed KPIs, including SLA (Service Level Agreement), CSAT (Customer Satisfaction), TMA (Average Handling Time), FCR (First Call Resolution), among others.Oversaw operational capacity planning, workforce management (WFM), and optimization of operator/cell productivity.Developed and revised operational processes for performance optimization.Trained and developed Junior Team Leaders, providing guidance on effective people management practices and an analytical approach to achieving results.Developed proof-of-concepts (POCs) and collaborated with the technical team in Colombia to prevent system failures.Aligned operations with the customer, enhancing visibility across departments and reducing response times for customer inquiries and requests.Built and developed customer service teams, including career planning and training, equipping teams with statistical analysis skills to improve internal processes.

Advocated the "Customer First" culture within the company.Structured and managed customer relationship channels, both telephone and online (active and receptive).Developed language and channel modeling for customer support.Analyzed metrics and implemented actions to improve and optimize customer service channels.Managed customer onboarding and approval processes, optimizing the process to provide the best onboarding experience.Developed strategies and materials for customer education and retention.Analyzed and managed performance in customer service, mapping and optimizing critical processes.Managed KPIs, including TMA (Average Handling Time), FCR (First Call Resolution), TMO (Average Operation Time).Ensured quality in customer service, providing training and mentoring to agents to perpetuate best practices and improve customer satisfaction.Mapped and developed projects for the customer journey and lifecycle, aiming to reduce churn rate and improve other performance indicators.Projects:Structuring of the entire customer relationship system:Zendesk telephone support - active and receptive;Social media and Reclame Aqui (complaint platform).Development of Agile Projects to adjust:Company language - tone and speech;Channel sizing, balancing the service processes;Customer onboarding cycle, education, and retention communication;Analysis of customer journey opportunities and technological priorities;Development of processes, operational standards, and tools to optimize internal management.

- Porta voz da cultura "Customer First" na empresa;- Desenvolvimento de estratégias e materiais para educação e retenção dos clientes;- Desenvolvimento de linguagem e modelagem dos canais de atendimento;- Desenvolvimento de estratégias e materiais para educação e retenção dos clientes;- Análise e gestão do desempenho no Atendimento ao Cliente, mapeando e otimizando processos críticos;- Mapeamento e desenvolvimento de projetos para a jornada do cliente e seu ciclo de vida, buscando reduzir a taxa de churn e melhorias de outros indicadores;

Founder of a digital marketing agency.- Planning and management of social media accounts;- Development of communication actions: from planning to implementation;- CRM strategies and segmentation;- Marketing plan for customer acquisition;- Graphic material production: creation > negotiation > printing;- Performance reports;- Branding and rebranding.

Administrative Management. Training for prospecting, sales, and retention. Implementation of an enchantment project with CRM actions. Creation of administrative budget, teacher schedule, marketing, and social media initiatives. Responsible for financial management, event organization, and student engagement activities.

Prorext -Pro-Reitoria de Extensão da UFRGS. Planejamento, produção e coordenação de eventos. Atendimento à autoridades e intemediação de negociação com instituições públicas.