Responsible for the Marketplace Operations area at Dafiti Group in Brazil- Leadership of the Operational Performance and Seller Support teams.- Conduct quantitative and qualitative analyses to create and map process improvements throughout the entire marketplace value chain.- Responsible for managing the quality of partner sellers for Dafiti, Tricae, and Kanui, through performance indicators such as Delivery and Shipping Performance, Complaint Rate, NPS, Return Rate, and Cancellation Rate.- Responsible for defining partner support policies on our CRM platform (Salesforce), ensuring quality through Customer Experience indicators, CSAT, NPS, as well as contact rate and FCR.- Identification of critical points in Dafiti's delivery solutions, focusing on the end customer.- Definition of incentive policies for partner operational improvement.- Management of strategic projects with various departments such as commercial, customer service, finance, tech, and products.- Definition of goals and performance management for the marketplace operations teams.- Focus on continuous improvement, strategy design, and performance indicators for the area.

Direct leadership of 5 hub leaders and indirect leadership of 45 dispatch assistants and 13 Leve delivery partners.Form, train, and lead partner acquisition teams, in-person customer service, and route dispatch at Loggi agencies.Ensure efficient, humanized, and exceptional service at all touchpoints with the community of registered app delivery drivers.Participate in Community and Engagement actions to value the internal team and partner delivery drivers.Monitor area KPIs, ensuring operational health. Achieve SLA, loss index, delivery driver churn, accepted routes vs. completed routes, and for outlier indicators, ensure action plans.

Team Lead I at Alagoas e SergipePeople management, establishing clear and effective communication between the team and other operational partners, performing coaching/mentoring work with experts to help them develop and perform their work increasingly effectively.Process management, defining processes at the local level and participating in regional projects; establishing the roles and responsibilities of team members within projects, following up on results through KPI analysis (NPS, CSAT, Churn, Average Service Rating, TMAC) both individually and for the GL, drawing up action plans for problematic indicators, and identifying improvement opportunities.Overseeing daily operations within the support center, providing advanced support to experts in more complex cases.Facilities management.

Monitor of the driver-partner support office, responsible for office management and team leadership.Active participation since the launch of the service in the city, assisting the operations and logistics team with on-site activities.Execution of the “Aju Pra Frente” campaign with 2 other team members, which reached over twenty thousand people in the city of Aracaju and became a campaign model for other cities in Brazil.Team management and training, using the PDCA methodology for skill development.Management of the office's physical assets, assessing needs and suggesting improvements, negotiating contracts.Participation in the “Greenlight NPS” project, responsible for the guidelines of the “Birthday of the Day” and “Superpumped Board” programs.

Atuei na área de Gente & Gestão, os primeiros 8 meses mais focado em Gente, desenvolvi as seguintes aitvidades: Confeccionar comunicação interna; Alimentar fluxo padrinho; Alimentar fluxo processos seletivos; Programa Padrinhos (organização, garantir a integração padrinho técnico e apadrinhado) entregar e cobrar book aos gestores; Cadastrar listas no SAP- mensal; Auxiliar nos eventos da fabrica (auxiliar a organização dos eventos); Garantir atualização do mural psiu. A partir de Janeiro/16 fui alocada na área de Gestão, sendo responsável pelo acompanhamento do Gerenciamento da Rotina da Liderança, atualização de KPIs no portal de acompanhamento, elaboração de plano de ação referentes ao programa de 5S (sendo responsável também pelas blitz semanais nas áreas).