Leadership and Team Management: Lead and develop a team of Operations Managers and Project Managers responsible for delivering BPO projects to 8 clients. Focus on recruitment, performance evaluation, training and mentoring, building a high-performing team.BPO Portfolio Management: Ensuring efficient resource allocation, adherence to timelines and budgets, and client satisfaction.Process Automation, Optimization and Methodologies: Review and enhance the BPO project development methodology, ensuring the quality and efficiency of deliveries, adapting them to the reality of each client.Strategic Client Relationship: Maintain close relationships with client executives, identifying opportunities for service expansion and proposing innovative solutions to optimize their business processes.Planning and Execution: Responsible for the strategic planning of the staffing plan for each BPO project, ensuring the appropriate team pyramid and financial results. Guide rapid recovery in cases of incidents or deviations in the schedule.Results and Continuous Improvement: Present performance reports to the Management Committee, with precise information on project progress, and propose continuous improvements to the BPO portfolio, always seeking to exceed client expectations and drive new demands.Focus on Excellence and Growth: Promote excellence in delivery, mediating conflicts and ensuring the best outcome for clients and the business. Focus on creating value and exploring new business opportunities with clients.Financial Management: Responsible for the financial performance of BPO projects, ensuring profitability and budget adherence.

As the Client Strategy and Engagement Manager, I drive innovation and strategic partnerships with high-profile consulting firms. My mission is to leverage my expertise in governance, automation, and data analytics to deliver exceptional consulting services that align with client needs and enhance their experience. By developing and implementing strategic plans, I ensure client acquisition and retention while optimizing customer experience through data-driven insights. My leadership guides cross-functional teams to improve client engagement and expand our consulting offerings, fostering long-term partnerships and driving business success.

Management of the technical team for the implementation of omnichannel tools and automations in customer service and contact center operations. Using APIs, RPAs, AIs to provide productivity gains to operations. Management of technology providers. Conducting pre-sales activities, designing and approving solutions to offer new technology projects. Support and maintenance of the environments of the implemented projects.

Leadership of automation projects using RPAs, Artificial Intelligence, Blockchain, Advanced Analytics and Systems integration for process optimization in various types of areas and industries. Tuning solutions with focus to operational autonomy and deployment scalability. Identification of opportunities and fostering of automation. Management and allocation of resources for development and support to automations. Dissemination and replication of innovative solutions in various customer operations.

Preparing business indicators and opportunities identification of efficiency gain.Leadership on implementation projects of operational and executive dashboards in data visualization tools. Business rules definition and statistical analysis for monitoring operations.I set up the expert teams on analytics projects and business intelligence for the operations in São Paulo and Belo Horizonte.I disclosed and enabled the use of the analytics team in the projects of the BPO operations.

Financial management of Real Estate operation from BPO Telefonica project and of maintenance and facilities contracts budget of this client buildings. Follow-up of innovation projects, processes evolution and change management. Preparation of executive reports for the managing directors of the operation.

Defining governance models, SLA development, incident management and care of customer complaints to ensure compliance with the provisions of Telefonica BPO contract.Coordination of dedicated support team of service management.

Production and presentation of an internet show about behavior discussed through fictional works.Responsible for defining content, editing and management of the channel.

Implementation of demand control and distribution activities for the BI team. Meet the demands of the board of corporate clients division. Distribution of sales targets for the regional B2B sales time of telecommunications. Report results to commissioning and sales campaign. Monitoring of update and verification of consistency of information stored in sales results and revenue management.

Responsible for developing B2B market research to support strategic decisions the board of directors.Conduction of relationship with national and international market research institutes.Specification of customer satisfaction surveys to research institutes.Update of the telecommunications market size for B2B customers and government.

Responsible to implement and adapt quality methodologies to business intelligence demands and products.Management and disclosure of MIS solution for the company, helping other departments in the composition and publication of indicators.Development of the statistical forecasting model of sales and churn in telecommunications products and services.Specification and approval of business rules in monthly sales reporting system.

Intensive training to achieve leadership position at one of technologies departments

Parts and accessories importation planning from Asian countries to distribution in Brazil and inventory reposition to electronic tools manufacturing

Project manager of contract management new process and system to logistic department control of contracts in headquarter and all Brazilians branches

Generation of monthly gross margin gap and savings reports between different strategic models to board staff of distribution of printers to Mercosur market.Balanced Scorecard management and report to Mercosur manufacturing operation board staff.Development of analysis of supply chain costs to support strategic decisions of printers manufacturing to Mercosur manufacturing operation board staff.