- Strategic Planning:Collaborate with key stakeholders to understand business objectives and translate them into initiatives.Develop and maintain a roadmap, ensuring alignment with organizational goals and industry best practices.Collect and analyze customer data to identify patterns, trends and insights.Prepare executive materials using data to show performance and opportunities.Establish goals and performance metrics according to established projects with the objective of improving results through control panels to support business decisions.-User Story Definition and Prioritization:Work closely with business units to gather requirements and define user stories for enhancements and new features.Prioritize backlog items based on business value, strategic goals, and user needs.Engaging in scrum rituals and ceremonies.Ensure fluid communication between technical teams, guaranteeing the best recommendations and suggestions for business improvement.-Continuous ImprovementMonitor key performance indicators and user feedback to identify areas for continuous improvement.Proactively propose and implement enhancements to optimization.-Change ManagementImplement effective change management strategies to ensure smooth adoption of new features and processes.Provide training and documentation for end-users to maximize platform utilization.

Undertaking a feasibility study by the whole of interviews to map processes (systemic and strategic vision of the business);Mapping of processes, survey of opportunities for improvement and automation, as well as monitoring of action plans;Develop proposals and work plans to carry out process improvement projects;Hold management meetings with the participation of various areas;Implement methodologies and tools for process management;Define, create and analyze process indicators;Develop a panel with productivity indicators for monitoring;Promote training in process management;Identify the root cause of the problems and support the development of solution proposals with the areas;Carry out diagnoses to align the organizational structure with process management;Continuous improvement of processes, tools and metrics, to generate more efficiency in the areas of Innovation, Credit and Fraud;Prepare reports to report the progress of projects.Control of supplier contracts and payment as the project progresses.Support the elimination of day-to-day impediments, involving the necessary parties and directing the team towards the solution.Support the Product Owner and other members in creating, prioritizing, and refining actions to add value to the business.Responsible for performing the agile rites (mapping, diary, planning, review and sprints).

 Developing VP Supply Chain's New Performance Indicators (KPI) and systematizing all management reports of the customer operations operation ensuring the achievement of the goals established for over 6 consecutive months, resulting in the extension of the indicators at Latin America level, obtaining the same result. Control of project steps, description and validation of all demands and evaluation of schedules, as planned, as modifications coming from projects and requests. Storing information in defined places in an organized and updated manner. Follow-up of the recommended quality index in projects aligning the relevant information about it.Senior Process Analyst, Apr / 2012 to Jul / 2016 Breakdown of positions and tasks, preparation and design of projects, monitoring the quality of the process described through audit indicators. Implementation and maintenance of company processes and development of methods and processes that facilitate operational work. Process mapping, working in the survey, analysis, design and redesign of processes (with analysis / impact assessment) analytically identifying opportunities for improvement for the business and negotiating the implementation of the review or new policies, processes and procedures with the areas involved. Prepare the documentation of policies, processes and procedures (flow charts and descriptive documents). Monitoring of process performance with calculation of deviations. Survey of data and facts about the proposed problems, analyzing the information to propose projects aimed at process improvement.Result: Effective structuring of the Process Area and extension to the performance area and innovation projects methodology.

 Management of operational indicators and analysis for better revenue through training and short and medium term actions;  Management of 23 operations at the April 7 website, regarding the quality and audit of processes in the insurance, telephony, credit card, broadband, editorial, multi-assistance, satisfaction survey, philanthropy segments;  Acting with the TSA flow in the Bradesco and Santander Ikê campaigns to reach the satisfactory goal in a short period of time;  Interface with training, combining strategy with actions and implementation of the ROI vision allowing to see the real effectiveness of actions;  Improvement of 7 pp in the cancellation rates of operations Kipany Oi Chip, Claro Migration and Embratel;  25% increase in production (sales) of Banco do Brasil operation with scale improvement, scripts according to the scope of implementation;  Dexterity in conducting benchmarking project of best operating practices among operations managers;  Experience in leadership of employees directed to motivation and teamwork, competitiveness, achievement of results, professional development and identity generation with the company;  Development of training for the qualification of employees in the areas of Audit and Quality Monitoring;  Operational management consulting with feedback application techniques and guidance - 100% achievement of the indicator in the last 6 months.

Supplying of management monitoring reports that include key business indicators to identify trends and help establish business strategy.  Analysis and formation of quality and training indicators  Develop and promote motivational events and campaigns.  Definition of priorities for training, changes in procedures, reduction of errors during service.  Support other areas in solving problems, identifying and eliminating barriers and obstacles, acting as a facilitator of behavior change and assimilation of changes.  Implementation of the QMS for internal and external audits of ISO9001:2000  Experience in the development of actions focused on obtaining market awards Result: Structuring of the Area and Efficiency in the application of Feedback with grouped and individual operations history of each analyst of service allowing and guaranteeing its development. Significant increase in the quality average: Operational around 10% in the behavioral average and Organizational: 15% on average. Decrease in the number of complaints about the services provided by the Service Provider Company (EPS).