• Performed online and offline audits to improve quality systems and results.• Responsible for a team of 7 people, providing coaching, feedback, and clarification to foster the development of top-performing agents.• Analyzed KPIs to identify areas for improvement and enhance quality metrics.• Collaborated with a global quality team to update policies and optimize processes.• Assisted in trainings and contributed to business development strategies.

• Analyzed and reviewed user profiles, videos, and text-based content.• Applied knowledge of processes according to client policies and related systems.• Assisted in resolving issues and problems while upholding high standards of quality.• Recognized for maintaining above 98% quality and productivity levels.

• Led Human Resources communication campaigns, resulting in improved employee engagement rates.• Established new communication processes, policies, and manuals for internal procedures.• Developed and managed internal communication channels, including email, intranet, and institutional videos.• Accountable for project management and budget control from start to finish.• Led the intranet implementation project in collaboration with internal departments.

• Managed digital communities, responding to inquiries, moderating debates, and promoting events for brand awareness.• Produced engaging content, analyzed SEO to deliver relevant topics, and fostered social media engagement.• Led projects to implement digital marketing and internal communications areas.• Served as a project manager for the establishment of new e-commerce, resulting in a 35% increase in traffic and sales.• Organized sales conventions, Christmas reunions, and product launches.• Acted as a focal point for media relations.• Produced content for intranet, newsletters, institutional emails, press releases, and social media platforms.