Atuação como gerente dos times de suporte técnico, de onboarding da plataforma e ongoing tech touch com reporte direto ao COO, realizando a gestão de 16 pessoas que atendem os clientes B2B em primeiro nível (N1), suporte premium, segundo nível (N2), durante o onboarding/adoção do produto e no engajamento e retenção de clientes de tier 3 na base.

Atuação como gerente dos times de suporte técnico e de onboarding da plataforma com reporte direto ao COO, realizando a gestão de 14 pessoas que atendem os clientes B2B em primeiro nível (N1), suporte premium, segundo nível (N2) e durante o onboarding/adoção do produto. Acompanhamento do time no suporte oferecido aos clientes baseados em seus tiers e necessidades, alto CSAT dos atendimentos realizados (97,7% em 2023), abertura e triagem de issues/bugs, interface com áreas como Engenharia, Produto e Professional Services.No time de onboarding responsável por gerenciar time com foco no maior uso das principais features do produto, estimular consumo de franquia contratada, possibilidades de upsell e entrega de valor (time to value) aos clientes.

Acting as technical support manager reporting directly to the COO, managing 12 people who serve B2B customers at first level (L1), premium support and second level (L2). Restructuring the support offered to customers based on their tiers and needs, increasing the CSAT of services provided (above 95%), opening and screening issues/bugs, interface with areas such as Engineering, Product and Customer Success.

Coordinator of the service team, which has 15 employees, serving various channels with the customer, including: virtual learning environment (AVA), ServiceNow, Elaw (legal), Stilingue, Complain here, Ombudsman and social networks. Focus on excellence in customer service, experience and success, with constant search for updates and training for the team, controlling the quality of service through metrics such as CSAT and NPS, taking actions to make students become brand promoters. Use of the OKR methodology to achieve key results in the area, measuring the results through KPIs of the initiatives carried out.

As a supervisor, I was responsible for restructuring the workplace of the tutors at the headquarters in Londrina, with the local interface with the other areas of the unit, with the main focus being to monitor, guide and supervise the activities of the service team, by more than 60 employees, made in 02 working models: remote and face-to-face. Participation in the recruitment and selection process of new employees, making more than 20 hires in the period, providing training aimed at increasing productivity and quality of services to be performed. Directly responsible for the creation and maintenance of KPIs in the area, measuring the service SLA, CSAT, capacity of tutors, among others. Creation of service improvements, which made the area go from being one of the biggest detractors to one of the biggest promoters in the company's NPS, through the success of the clients served.

Administrative assistant with the function of providing assistance to students, mediation of oral defense banking, control of processes in Excel, being one of the interfaces of the team with the tutoring team located in another headquarters (Londrina / PR). I also participated in important projects such as mapping students' pain in the virtual environment, where students study, to propose improvements.

Hired as an outsourced employee at Platos to reduce open calls, working to solve problems encountered and working directly with the student, the company's client.

Performance with the development of activities with high school interns from the Acessa Escola program with the Education Directorate of the region of Jaboticabal / SP. In addition, responsible for training in IT and administrative and project development.

Management of the company focused on providing consultancy to companies in the region, as well as leading corporate and project boards in the following areas: administration, agronomy, veterinary, biology and zootechnics. In addition, responsible for the training of more than 60 members and interface with the rectory of the university and other companies in the junior business movement.