Executive with over 13 years of experience in National and Multinational companies on electronic security, consulting and retail segments.Building and leading high-performance teams in the areas of Customer Experience, Operations, Continuous Improvement and Quality. My teams are focus on deliver results through experience and customer satisfaction, operational efficiency and process improvement.Over the last 5 years, I was responsible for retention (internal and external), onboarding (welcome calls), general NPS and transactional NPS surveys, design of customer journey and its main communications, as well as the quality sector in which it involves certification (Abese) and quality monitoring to evaluate and promote standardization on customer care.Acting as PMO and carrying out activities related to project management (definition of scope, planning and schedule, map risk, contingency plan, definition of resources and follow up with stakeholders).Expertise in productivity improvement projects, process redesign, headcount plan, workforce management and business planning.
Listed skills include Key Performance Indicators, Project Management, Pdca, Supply Chain, and 20 others.