I am a Customer Experience Specialist with a solid track record of over 5 years, focused on banking app support and optimizing the customer journey. My experience includes analyzing documentation and managing critical situations such as churn and chargebacks, always striving to deeply understand users' needs and challenges.I have worked in dynamic environments where I implemented strategies that improved customer satisfaction and reduced churn rates by up to 20%. My analytical approach allows me to identify patterns in feedback data, translating into practical and effective solutions. Additionally, I collaborated with cross-functional teams to develop training and processes that ensured more efficient support aligned with customer expectations.I firmly believe that a positive experience is key to customer loyalty. I am always looking to enhance my skills and explore new trends in Customer Experience, aiming to create memorable and high-value interactions.