- I led the transformation project for our entire customer base to the online model of our solution, ensuring more stability and lower CAC / Maintenence.- We achieved CSAT of 95% a year ago and have maintained the metric score.- I prepare and present regular reports and updates on operational and customer experience performance to company leadership,- I led a project to re-negotiate old customer contracts that were causing us losses, ensuring 100% of our customer base was… Show more - I led the transformation project for our entire customer base to the online model of our solution, ensuring more stability and lower CAC / Maintenence.- We achieved CSAT of 95% a year ago and have maintained the metric score.- I prepare and present regular reports and updates on operational and customer experience performance to company leadership,- I led a project to re-negotiate old customer contracts that were causing us losses, ensuring 100% of our customer base was profitable.- Developed and implemented operational strategies to optimize efficiency and improve the customer experience, such as creating a ChatBOT for our support channel and a help center for our customers to access product manuals.- I led the zak university project, to ensure better onboarding and use of all system resources by customers and for internal onboarding initiatives of new employees.- Monitor key performance indicators (KPIs) to track operational and customer service metrics, identifying areas for improvement.- Cultivate strong relationships with customers to understand their needs and preferences, driving continuous improvement efforts in our product and operations.- Oversee the development and execution of customer experience initiatives, such as feedback mechanisms and service enhancements.- Provide leadership, guidance, and support to operations and customer service teams, fostering a culture of excellence and accountability. Show less

- Led employee relations efforts by addressing workplace conflicts, conducting investigations, and promoting a positive work culture.- In partnership with those responsible for each area, i led the implementation of career plan for the product, tech, people, operations and finance areas.- I led leadership training and created tools to support and improve leaders in employee engagement and retention.- HRBP Responsible for tech, product, people and finance areas.- Participated in… Show more - Led employee relations efforts by addressing workplace conflicts, conducting investigations, and promoting a positive work culture.- In partnership with those responsible for each area, i led the implementation of career plan for the product, tech, people, operations and finance areas.- I led leadership training and created tools to support and improve leaders in employee engagement and retention.- HRBP Responsible for tech, product, people and finance areas.- Participated in HR projects and initiatives, such as diversity and inclusion programs, employee engagement surveys and culture build. - I was responsible for the company's performance evaluation cycle 3 times.- I supported leaders in strategic planning related to people focusing in achieving company goals. Show less

- Responsible for performance evaluation cycle. From preparing formats and rules for the cycle to conducting calibrations and merit review.- Implemented a tool for performance evaluation cycle. (Qulture Rocks)- Coordinated training and development of initiatives to enhance employee skills and competencies. - I implemented new benefits programs to the company.- Ensured compliance with employment laws and regulations, maintained accurate HR records, and prepared reports as… Show more - Responsible for performance evaluation cycle. From preparing formats and rules for the cycle to conducting calibrations and merit review.- Implemented a tool for performance evaluation cycle. (Qulture Rocks)- Coordinated training and development of initiatives to enhance employee skills and competencies. - I implemented new benefits programs to the company.- Ensured compliance with employment laws and regulations, maintained accurate HR records, and prepared reports as needed.- Provided guidance and support to managers and employees on HR-related matters, including disciplinary actions and termination procedures.- Contributed to HR projects and initiatives, such as employee engagement surveys, diversity and inclusion programs, and HRIS implementation.- Responsible for Payroll & Benefits.- Developed and implemented HR strategies, policies, and procedures in alignment with company objectives and regulatory requirements.- Managed employee relations by addressing concerns and resolving conflicts. Show less

- I made a career transition to HR. I felt that I always obtained effective results in the operations area due to the way I approached people management. I believed that I could generate much more value for the entire company by specializing in the people area.- Responsible for driving and maintaining our culture, principles and beliefs in our team hearts. I held forums and creative initiatives to constantly reinforce it throughout our organization.- Launched "Star Trek", a long program… Show more - I made a career transition to HR. I felt that I always obtained effective results in the operations area due to the way I approached people management. I believed that I could generate much more value for the entire company by specializing in the people area.- Responsible for driving and maintaining our culture, principles and beliefs in our team hearts. I held forums and creative initiatives to constantly reinforce it throughout our organization.- Launched "Star Trek", a long program to enhace leadership and certificate our leaders. - I implemented new benefits for our employees, such as a partnership with a wellness and gym discount company, flexible benefits card, specific actions for our operational teams and extended maternity and paternity leaves.- Being mentored by my HR director, for the first time, i was responsible for the organization's performance evaluation cycle.- Responsible for TA.- Responsible for Payroll & Benefits Team Show less

- I joined the operations team at an early stage of the operation.- In 1 year we built 8 Multibrand Dark Kitchens (6 in São Paulo, 1 Campinas and 1 Santo André) - Reaching R$4MM in MRR.- As we paid royalties to the brands and % to the company responsible for delivery, our margin was tight. In operations, we made important advances on the supplier front, COGS control, optimization of processes to reduce payroll and reduction of fixed expenses that were critical for reaching better… Show more - I joined the operations team at an early stage of the operation.- In 1 year we built 8 Multibrand Dark Kitchens (6 in São Paulo, 1 Campinas and 1 Santo André) - Reaching R$4MM in MRR.- As we paid royalties to the brands and % to the company responsible for delivery, our margin was tight. In operations, we made important advances on the supplier front, COGS control, optimization of processes to reduce payroll and reduction of fixed expenses that were critical for reaching better margins for our business.- Responsible for Training Structure.- Hired, developed and managed 140 employees.- I created a development and training program for all leaders of our operation.- Implemented KPI's for our operations to enhace customer satisfaction. Achieved NPS above 60 in all stores.- Acted as key stakeholder for our Tech Delivery System development (Beeline). - Implemeted 5 Brands in our Multibrand kitchens delivery portifolio: Patties Burger, Botanikafé, Braz Eletrika, The Coffee and Guarita Burguer. Show less

- I joined the Startup at a very early stage to build and manage operations.- Responsible for ensuring food safety and all procedures for the safety of our people.- I implemented processes to improve waste and optimize labor.- Managed the entire delivery operation.- I implemented performance indicators to measure the health of our operation and areas that needed improvement.- Hired and managed 40 people.

- Responsible for the restaurant's year P&L planning in parntership with FP&A, analysis of results and action plan to ensure monthly financial metrics.- Organized 5 charitable events converting all proceeds from the action to local charities enhacing brand awarness. - Built a strong relationship with the local community for partnership actions and grassroots marketing.- NPS above 60.- Hired and developed all the leadership positions for our new Abbraccio restaurants… Show more - Responsible for the restaurant's year P&L planning in parntership with FP&A, analysis of results and action plan to ensure monthly financial metrics.- Organized 5 charitable events converting all proceeds from the action to local charities enhacing brand awarness. - Built a strong relationship with the local community for partnership actions and grassroots marketing.- NPS above 60.- Hired and developed all the leadership positions for our new Abbraccio restaurants. Approximately 50 leadership positions- Turnover below 6%.- Responsible for a team of 100 employees.- Patner of the restaurant responsible for all R&D and Technology tests for subsequent roll out in all restaurants.- I was responsible for resolving problems with customers and ensuring they returned for a new experience where I would welcome them personally. Show less

- Responsible for coordinating 6 Regional Training and Operations Coordinators throughout Brazil.- Lived for 5 months in the United States working at the Bloomin Brands headquarters (Tampa - FL) to develop the Kitchen Display Ordering System for all brand restaurants in Brazil.-Responsible for the preparation and execution of the launch of new dishes and new technological features for all Outback restaurants in Brazil.-Analyze performance indicators to create Cross-Company… Show more - Responsible for coordinating 6 Regional Training and Operations Coordinators throughout Brazil.- Lived for 5 months in the United States working at the Bloomin Brands headquarters (Tampa - FL) to develop the Kitchen Display Ordering System for all brand restaurants in Brazil.-Responsible for the preparation and execution of the launch of new dishes and new technological features for all Outback restaurants in Brazil.-Analyze performance indicators to create Cross-Company initiatives aimed at achieving excellence and operational standards.- Responsible for training programs, trainer certification, and operational standard reinforcement for all restaurants in Brazil. Show less

- Responsible for the management of the entire "Front of The house" team.- Accountable for supply of Food and Beverage.- Support the Managing Partner on P&L métrics.- Labor schedule organization.- Ensure operational excellence and KPI's métrics of the restaurant.- Controlling wastage and reducing food waste in the use of materials for efficient production.- Restaurant inventory control.- Comply with standards, procedural protocols regarding health safety hygiene… Show more - Responsible for the management of the entire "Front of The house" team.- Accountable for supply of Food and Beverage.- Support the Managing Partner on P&L métrics.- Labor schedule organization.- Ensure operational excellence and KPI's métrics of the restaurant.- Controlling wastage and reducing food waste in the use of materials for efficient production.- Restaurant inventory control.- Comply with standards, procedural protocols regarding health safety hygiene, SOPs, and environmental operations and environmental procedures in all store safety procedures. Show less

- Led the team during operations shifts.- Relationship with customers with our outback hospitality! Loved to take care and build strong relations with customers.- Ensured operational excellence during the shift.- Control waste and reduce food waste in the use of materials for efficient production, helping the store's profitability.- Bar inventory control - Daily task.- Comply with standards, procedural protocols regarding health safety hygiene, SOPs, and environmental… Show more - Led the team during operations shifts.- Relationship with customers with our outback hospitality! Loved to take care and build strong relations with customers.- Ensured operational excellence during the shift.- Control waste and reduce food waste in the use of materials for efficient production, helping the store's profitability.- Bar inventory control - Daily task.- Comply with standards, procedural protocols regarding health safety hygiene, SOPs, and environmental operations and environmental procedures in all store safety procedures. Show less

- Responsible for making our customers happy with very good service and always with a smile! :)- Ensure that our new Outback employees receive the best possible training in culture and standards!- Opening of 3 new restaurants as Bar and Dining Trainer.