-Project management with multidisciplinary teams, focusing on reducing operational times and optimizing FTE in operational areas.-Managed the implementation of RPAs for back-office processes (accounting, logistics, operations, customer service, ecommerce), reducing initial workload by 70%.-Conducted workload analysis and detailed mapping of as-is processes to identify pain points and improvement opportunities.-Developed and implemented to-be proposals aligned with process optimization goals.-Analyzed quantitative and qualitative data to identify improvement opportunities, monitor KPIs, and evaluation of economic impact.-Explored and promoted new trends within the company, focusing on digital transformation, Power Apps, and AI.-Continuos reporting to stakeholders and executive committees.-Managed process documentation using BPMN and Bizagi, ensuring process standarization.

-Administration and maintenance of the Zoho CRM platform for Sales and Customer Service teams.-Developed and built dashboards to track Sales and Compliance KPIs using Power BI.-Updated reports and indicators for the Customer Service team.-Managed projects in collaboration with the IT team to enhance Zoho CRM experience for users.-Provided training to users on CRM functionalities and support incidents related to the CRM.