Lead a product and engineering squad in discovery and delivery cycles to solve various product-related issues, resulting in the acquisition of over 20 clients and the handling of 80,000 support tickets monthly, as of now. To do so, I analyze user behavior data and key metrics, conduct user interactions, prioritize issues and solutions, coordinate solution ideation, test solutions, participate in technical solution refinement, oversee development, ensure alignment with impacted areas during implementation, and monitor key product metrics.

Managed two lead enrichment operations, overseeing key performance metrics, defining action plans for correction of deviations, and coordinating operations support team activities. Particularly noteworthy was the achievement of the CAC target for a key-account client with an operation involving over 500 freelancers.

Executed an organizational redesign and workforce sizing project within the North American business unit of a multinational commodities company to enhance efficiency. Conducted discovery interviews and alignment/validation meetings with senior-level project stakeholders.

Executed and led teams in strategic projects covering diverse topics, such as accounting and process diagnostics, user journey analysis, Power BI dashboard development, and workforce sizing through process collection and clustering. Notably, led a diagnostic effort that identified opportunities for monthly tax savings in the millions of Brazilian reais for a multinational heavy equipment company.

Executed process mapping and transformation projects, where I was responsible for conducting mapping interviews, collecting internal and market data for the analysis of key business indicators, identifying issues, proposing solutions, and validating them with project sponsors and stakeholders of varying seniority levels. I also ensured alignment and execution for the implementation of proposed solutions. Notably, within this context, I spearheaded the expansion of integrated response to daily incidents in one of the country's largest capitals by 500% through the conceptualization and implementation of an integrated management model for the city.

Executed organizational redesign and process mapping, transformation, and implementation projects, during which I conducted interviews and meetings of low to moderate complexity, modeled processes, created presentations and deliverable materials, and monitored project actions and action plans. Notably, had been part of an organizational redesign project for a state-level public organization with over 500 employees, resulting in monthly savings of over one million Brazilian reais.

Developed semi-automated tools for consolidating sales and inventory data from direct and indirect channels' customers as an intern at the Minas Gerais (MG) sales branch. Additionally, supported negotiations with major customers within the indirect channel by assisting in the negotiation strategy definition through analysis of inventory and sales data.