• Implementation of WhatsApp API with Chatbot for customer service and reverse logistics platform for e-commerce orders.• Reduction of first response time to less than 24 hours on all channels (WhatsApp, Email, Reclame Aqui, Instagram, and Facebook).• 2 nominations for the Reclame Aqui 2023 Awards, an online platform for customer complaints – "Footwear, Bags, and Accessories – E-commerce" and "Bags and Accessories – Manufacturers."• Achievement of the RA1000 seal for the physical stores profile, recognizing the highest level of customer service excellence on Reclame Aqui.• Development and execution of action plans with the commercial, e-commerce, logistics, marketing, and product sectors.• Management of customer service analysts.• Recruitment and onboarding of new analysts.

• Coordination of the customer service operation and supervision management.• Structuring projects aimed at optimizing workflows and enhancing the experience of internal and external customers.• Monitoring KPIs and coordinating action plans to maximize customer satisfaction (NPS and CSAT) and ensure excellence in service.• Enhancement of the CRM platform (Salesforce).

• Management of financial analysts• Monitoring and management of Key Performance Indicators (KPIs)• Development of action plans focused on improving sales funnel, productivity, and conversion• Leadership development• Participation in sizing, planning, and control of operations• Recruitment for the financial products area• Responsible for designing and conducting training on financial products for the company

• Offering and negotiating financial products (Receivables financing, credit, and digital account)• Qualifying leads by analyzing the ideal product for each customer profile• Customer loyalty through post-sale service and support for bank reconciliation• Quality management of team's customer interactions and sales pitches

Customer ServiceQuality Management and Internal Auditing of Team's Customer Interactions

• Customer service• Content creation for service promotion through email marketing• Employee training material production

• Management of the "Discover UFF" Facebook page with daily posts showcasing the institution.• Assist in conducting guided tours and delivering lectures on the college and its programs.• Institution's representative at high school fairs to engage with prospective students.