Career developed at Metrô São Paulo, over +35 years working to define Business Strategy, Operations Management and the Customer Journey, leading all strategic planning, project planning/management, financial efficiency and maintenance, impacting +3MM passengers/day and leading +3.8K people.Experience in the construction/deployment of the strategic/operational planning of lines 3 - Red (East), 1- Blue (North), 2- Green (West) and 15 - Monorail (Far East), working with a focus on the Travel Experience in the 63 subway stations, building from processes/standards for Customer Service (Front Office, Support, Control Center, Performance, etc.), Communication Strategy, Technologies, Security, etc? to the financial management of the business, project construction/management, market and trend analysis, actions for human development, risk management and relationships with leaders of the São Paulo State Government.Current Operations Director at ViaQuatro (Line 4) and ViaMobilidade (Lines 5 and 17), responsible for the daily customer service strategy, defining process models, people, systems and new technologies, providing quality and user experience, with an impact on 1.3MM people. He has generated new business by following fairs/trends around the world, acquiring technologies and hiring consultants specialized in the metro market. Also served as a board member of ABASP and on the board of ABENDI.An engineer by degree, he has an MBA in Business Management & Excellence (FIA).Oriented towards results and the customer experience, he supports companies in building high-performance teams.