Inbound and outbound calls;Help patients with any problems, schedule appointments and manage their imaging x-rays, referrals and contact with the practice;Manage the doctors' and hygienists' schedules;Indirect marketing.

Leadership and supervision of the CX analyst team, developing professional and personal skills, conducting training sessions, and forums for discussion on relevant topics in the field and current affairs;Supervision of the Quality Monitoring team for customer service, analyzing weekly performance, satisfaction metrics, first response and resolution time, cancellation and renewal churn;Supervision of the team responsible for addressing customer complaints (Reclame Aqui), analyzing site metrics, restructuring service flows, and maintaining a maximum rating of 8.8;Data analysis, presentation of results to the company and related departments, organization of team and daily, weekly, and monthly tasks;Creation and execution of quarterly OKRs for the team and the Customer Experience, Engagement, and Service area;Monitoring NPS and CSAT as a means to diagnose customer satisfaction and experience, and taking timely action to resolve issues, potential bugs, and optimize customer experience.

I worked as the Pedagogical Team Coordinator at Wise Up Ribeirão Preto Unit, training, developing, and leading teachers to deliver work of maximum excellence with our students. I provided digital assistance to students, as the method is based on Blended Learning, ensuring students have direct contact with technology. I worked inside the classroom, planning and delivering lessons focused on Business/English for adults, being a facilitator for learning and English language development for those eager to learn. I participated in meetings and training directly with the Wise Up headquarters in São Paulo, always seeking more information and knowledge to develop my own skills and those of everyone around me. I maintained the Salesforce standard system, using technology to keep an accurate and faithful record of students and alumni.

Teaching English language to teenagers and adults through lesson planning, both in group settings and individually.

Teaching English language to teenagers and adults through lesson planning, both in group settings and individually.

Teaching English language to teenagers and adults through lesson planning, both in group settings and individually.

Teaching English language to teenagers and adults through lesson planning, both in group settings and individually.