Brasilprev is the leader and specialist company in private pension plans in Brazil. I was in charge of the customer journey, it means I had to look at the touch points through different areas and seek for the best experience with minimal friction. My job responsibilities included:- monitoring customer satisfaction throughout the journey;- developing strategies to communicate customers about news and potential problems;- create and tracking campaigns related to active and inactive customers;- create and presenting reports to stakeholders;- helping implement Salesforce.

Beblue is one of the largest Brazilian fintech. Based on disruptive mobile payment and loyalty platform, which is working in more than 100 cities in Brazil. The job position was split into two main areas:Internal training:Course development for our internal squads- develop and update new sales training programs (and others), as necessary to address business needs;- creation of new and updated courses, which includes visual presentations and videos;- creation of exercises;- deliver virtual training to new hire employees and existing employees;- partner with management team to identify training opportunities and gaps.PartnerFocused on communicate and train our partners.- content insights to Marketing;- communications strategy with our partners;- partner onboarding and training.

Nubank, a fintech startup from Brazil, is redefining the standard in financial services. As supervisor I was responsible for performance, monitoring and coaching, leading our customer experience team in different channels, including social media. The main goal was making our service even more humanized.My daily routine included monitore team performance through SLAs and other specifics metrics, organize teams' scale and measuring achievements according to our OKRs. It was also part of my job to give coaching for getting a higher level of customer experience and develop processes to scale our operations. I was part of different squads, such as: Social Media & Comms, Payments, Collections.

Baidu is one of the largest Internet companies in the world. I was responsible for social media support and monitoring. My job responsibilities included supporting our clients through all channels (chat, email and social media), create reports about SLAs and interface with the marketing team to create social media campaign - I was the one to monitore social metrics, influencers and blogs. I also had to analyze social media sentiment.