- KPIs analysis - CSAT, NPS, Contact Rate and other CX indicators- Monitor the operationalization of the experience strategy- Quantitative and qualitative analysis of the client’s interactions with the brand in all channels, focusing on digital channels (BOT) and human- Processes mapping and improvement- Project management focused on customer experience improvement- Stakeholders management

- Creating, implementing and monitoring projects and processes for operational optimization for the B2C business units (Healthcare, Services and E-commerce)- Backlog management (Monday) and task prioritization with all the CX teams (Data, Systems, Training & Development)- Report and analysis of customer's interactions and CX metrics to identify journey gaps and work on the solution with stakeholders (Product & Tech)- Report the results to managers to brainstorm projects and… Show more - Creating, implementing and monitoring projects and processes for operational optimization for the B2C business units (Healthcare, Services and E-commerce)- Backlog management (Monday) and task prioritization with all the CX teams (Data, Systems, Training & Development)- Report and analysis of customer's interactions and CX metrics to identify journey gaps and work on the solution with stakeholders (Product & Tech)- Report the results to managers to brainstorm projects and OKRs-oriented tasks for the company in general- Spokesperson of the customer-centric culture and continuous improvement for the company Show less

- Specialized support to third-party companies, helping their customers with information about their services/products- Creation of training materials for specific B2B clients about their processes and practices and applying it to the customer service representatives- Team Leadership: as second in command, I acted as a supervisor to help the account manager to direct the team about the client’s processes and resolutions, scripts and delegate issues to the responsible team (IT… Show more - Specialized support to third-party companies, helping their customers with information about their services/products- Creation of training materials for specific B2B clients about their processes and practices and applying it to the customer service representatives- Team Leadership: as second in command, I acted as a supervisor to help the account manager to direct the team about the client’s processes and resolutions, scripts and delegate issues to the responsible team (IT, Marketing, etc) Show less

- People and process management: creating and implementing hiring/firing processes and purchases- Employee experience management: POC to problem solving, new employees onboarding, facilities and work equipment management- Contracts and HR management: work contracts, internships, payroll, benefits, etc.

- Reception of worldwide passengers in a VIP lounge- Management of access control, flight and airlines information, partnerships and services offered in the lounge