As a Director of Operations and Technology, I specialize in leading and implementing data-driven digital transformation projects that prioritize customer experience. With a track record of success, I have spearheaded numerous initiatives focused on leveraging data and metrics to drive operational improvement and cost reduction across direct and indirect areas.Throughout my career, I have championed the use of NPS as a critical tool for understanding customer sentiment and identifying areas for enhancement. By analyzing NPS feedback, I have implemented targeted strategies to enhance the customer journey, resulting in increased loyalty, advocacy, and revenue growth. Moreover, I have effectively communicated NPS insights to key stakeholders, fostering a customer-centric culture and driving organizational change.My expertise lies in blending strategic vision with practical execution, ensuring that projects not only meet business objectives but also deliver tangible results. I have a proven ability to lead cross-functional teams, fostering collaboration and alignment to achieve project success. Throughout my career, I have consistently demonstrated a passion for leveraging technology to optimize processes and drive business growth.