- Responsible for Business Operations in Latin America. - Monitoring and constantly providing solutions to improve our authorization platforms.- Data Analysis with Tableu and Kibana.

Process - Create, define and establish automation of processes, to make our agent’s lives easier.
- Identify ways to further improve productivity of our agents. - Use problem-solving skills to find multiple viable solutions for challenges.- With the development and updating of the Latin American customer journey (with exception of BR), customers can easily find the information they need, reducing customer contact in 20%.- With the income of bigs merchants such as Shopee, SheIn, Hotmart, the contact of our End Users increased by 200%, which led to the implementation a Chat bot and the definition of a specific country, because of that we effectively retained more than 35% of customers, and elevated our CSAT to 88%.- With the automation of processes and the structure of the Knowledge Base, where our agents are able to quickly and easily consult the processes they must follow, we have managed to improve our simultaneity, and we have reduced the resolution time of cases by 70%.- With development of the EBANX language for customer support, we achieved more engagement for the agents and simplified conversations with end users.CRM - Zendesk - Integration Zendesk with other platform (Tu Queja Suma).- Created Knowledge Base inside Zendesk.- Macro creation.- Classification.Training:- Creation and definition of the training structure for the agents. - Application of training for Latin American customer support.Quality:- Creation and implementation of quality criteria for the customer service team, finding mistakes and improving processes. - Evaluation of the quality of care provided through monitoring.- Creation of the WOW experiences, and projects to offer tools to our agents so that they exceed the expectations of our clients. - Positioning EBANX as one of the best companies in customer service in Latin America.