• Management of the customer relationship and telesales area.• Development of projects to improve the assertiveness of demand, increase on customers base, automation of services and enancement of productivity.• Identification and improvement of best practices and implementation of a multi skill hybrid service model in order to reduce losses.• Implementation of automated interactive channel for higher demand services through IVR and exchange message (Chat, E-mail and What’sApp). • Implementation and development of the Quality and Processes area in order to improve usability in automated services, understanding the customer journey and the development of tutorials, reflecting in customr satisfaction indicators of the services.• Implementation of automated service with interaction based on AI for message exchange and assisted support for the most complex actions, management of demand from external channels (Reclame Aqui, Facebook, ALERJ Ombudsman).• Participation in projects related to new concepts of electronic ticketing in transportation, in in projects of major events (Rock in Rio and Olympics) and in the adaptation to regulatory requirements (General Data Protection Law).• Contract and employee administration for outsourced operations and management and control of related budgets.

• Support in the management of the strategic and operational planning of the attendance for insurance services. • Development and maintenance of capacity planning processes for the proper hiring of infrastructure and personnel, mesure and control of deliveries made within each business unit of the group.• Development and implementation of new service projects, mapping and improvement of best practicies for achievement of contracted SLA’s, budget forecasting and monitoring of adherence to operational and financial productivity.• Implementation of software for dimensioning resources (WFM), participation in the implementation of a BI tool for the unit's indicators and in the unification of services with companies acquired by the group.• Participation in the bidding process and evaluation of suppliers for third part attendance services.

• Management of long term and daily operational planning area of third part call center services provider.• Responsible for demand forecast and capacity planning for operations from different companies (Insurance, Credit Card, Paid TV, Energy Distributors, among others) in different sites and cities. Evaluation of the interconnection topology between the different sites and of the prioritization and distribution rules in line with the capacity installed.• Deployment of software for capacity planning studies and scaling resources (WFM).• Relationship with customers trough regular meetings to present results, demand planning, development of new service projects and evaluation of existing ones, mapping of opportunities for acomplishment of SLA’s.• Budget forecasting and monitoring of operational and financial productivity results, periodic presentation at P&L meetings.

• Customer portfolio management and prospecting for new customers,telecommunications users through voice and data, from different market segments, to present and offer solutions and equipment according to their needs.• Schedule of visits and meetings to develop the relationship with the end customer (business, technical and supply áreas).• Relationship with different levels of management (C-Level, VP, Board, Management and others) in organizations and solution providers.• Development of project opportunities and application of products and services marketed by the company through acting in a consultative sales model.• Sales funnel management, making and administration of commercial sales and rental proposals.

• Management of the strategic and operational planning and the information management for internal and external channels (telemarketing, customer care and and retention).• Projection and dimensioning studies for sales, relationship and retention channels and development of projects for new channels and demands for corporate and market actions.• Implementation of improvements in the sales flow with an increase in the average results of conversion of the channel by 80%, through the treatment of contacts in the database and minimizing the loss of calls at peak times.• Development of reports for monitoring operational costs by activity, development of BI base integrated with other applications and support systems.• Projection and monitoring of the operating budget of the different channels.• Administration of contracts with third parties providers and mesurement for payment of services.• Participation in fairs and events, national and international.

• Management of customer care area and responsible for the individual and business market.• Development of processes to improve assertiveness in demand planning and dimensioning of service areas, with the consequent improvement in cost control.• Development of processes and policies to improve customer service and customer satisfaction.• Responsible for contracting infrastructure with external suppliers and for remodeling the topology for routing calls to the call center, in order to reduce impacts on regulatory agency targets.• Development of applications for automatic handling of business customer requests through electronic service channel.• Contract administration and management of outsourced operations workforce according budget approved.• Development and implementation of campaigns focused on the quality of service provided and improved results.

• Management of the area responsible for supporting the business (planning, technology, marketing, processes, quality and training).• Participation in the development of processes and customer relationship model, sales, billing and collection for start-up of fixed telephony services, through the definition and implementation of specific policies for customer relationship.• Definition of requirements for system development and customization. Maintenance and updating of channel procedures.• Support in the Project, construction and operation of a new service center, with approximately 1000 positions, dedicated exclusively to the provision of the company's services.• Participation in the definition and implementation of new services for the corporate and residential market. Participation in after sales improvement processes (logistics, installations and repair) and revenue guarantee.• Administration and management of contracts with third parties. Budget management and control of operational channels. Development and presentation of business reports and indicators.• Interaction with other group companies at national level and international travel for training and alignment with the operational controller.

• Management of the area and staff dedicated to the provision call center services being responsible for planning, recruiting, training and contracting infrastructure.• Responsible for budget forecast and monitoring, as well as cost and operational performance indicators, presented at P&L meetings.• Restructuring of the area resulting in an improvement in the use of resources, through an increase in productivity and a reduction in operating costs.• Creation and implementation of service processes redefining goals, metrics used, objectives to be achieved and deadlines. Development of a performance reward program.• Negotiation with internal areas for additional demands arising from campaigns to launch new products, services or collection actions. Participation in the development and implementation of new service categories, adding value to the product.

• Management of planning, personnel administration and budget control areas and teams for the customer service and support area of the regional unit.• Development and management of reports and indicators to monitor productivity, quality and cost indicators.• Participation in the ISO 9000 certification process and in projects related to automated services implementation, in order to reduce operational costs, optmize resources and give more reliability to offered services.• Management of the area responsible for monitoring the quality indicators of the various banking products and services.• Monitoring usability, availability and access to electronic channels, with presentation of quantitative and analytical results to product managers.• Development of motivational campaign programs and workshops with the objective of bring in a daily base activity the concepts of Total Quality in the provision of services and customer maintenance.

• Management of the team responsible for the sale and provision of technical assistance services for the compressors division, acting directly or through a network of regional representatives, with medium and large companies in various industry segments.• Preparation and negotiation of proposals for equipment repair and maintenance contracts. Issuance of performance and equipment utilization reports.• Make telephone contacts to schedule visits and meetings with customers, in order to clarify doubts about the usage of equipment and identify business opportunities.• Supervision and programming of technical staff in field and internal actions. Programming, together with the production planning area and manufacturing, to carry out activities aimed at meeting the demand for equipment recovery contracts.• Interface with billing and dispatch areas to ensure delivery and financial results, after the equipment assembly and testing phase, and monitoring of delivery and installation at the customer's plant.