As the leader of innovation at Mil Sênior Lab, I am passionate about creating and implementing solutions that improve the quality of life and well-being of the elderly population. With a master's degree in engineering management and multiple certifications in business administration and innovation, I have the skills and knowledge to manage complex projects, optimize processes, and deliver value to customers and stakeholders.I have over four years of experience in customer excellence, strategy, and consulting roles, working with leading companies such as Nubank and Vale. In my previous positions, I was responsible for planning and controlling the chargeback operations, defining the service capacity teams, monitoring the performance metrics, and managing BPOs. I also defined the strategy plan and the CX methodology for Mil Sênior Lab, organizing the lab by squads, building the OKR metrics, and developing the communication plan. I have strong skills in market research, product management, quality management, project management, and strategic planning. I am always eager to learn new technologies, methodologies, and best practices that can enhance my work and the impact of the lab.