Responsável pelas áreas de Sales Performance, Backoffice Comercial, Eventos, Customer Success e Carteiras, Para as Unidades próprias Small e Medium Business da TOTVS. Liderando time em SP, BH, RIO e Recife, reportando a Gerência Executiva da Central de Negócios e Resultados. • Sales Performance – Gestão e Acompanhamento dos indicadores operacionais comerciais – Acompanhamento e Reporte de Forecast e Pipeline. Validação de produção de vendas, RV, distribuição de metas e apoio nas ações de geração de demanda.• Backoffice Comercial – gestão dos assistentes comerciais, responsáveis pelo apoio administrativo do time de vendas;• Eventos – gestão de equipe de apoio as ações presenciais de geração de demandas (Call blitzs / Webinar / TOTVS DAY), capacitação interna, e endomarketing ;• Customer Success – gestão do time de gerenciamento de feedback, retenção e fidelização – responsável pelo acolhimento e gestão de planos de ações para tratativa de clientes insatisfeitos e detratores nas pesquisas relacionais (NPS) e transacionais (pesquisas específicas),como também atuação junto ao time de CX corporativo para identificação e reversão de casos de predição de churn;• Carteiras – gestão do time responsável por garantia de receita, apoio na reversão de PDD, validação de Churn e validação de receita e empilhamento (Produção – Churn) das Unidades SMB.

Responsável pelos Projetos Estratégicos da área de Corporates LATAM, atuando como PMO, liderando 02Diretos (1 Brasil 1 México), com reporte direto ao VP LATAM de Corporates.• Mapeamento de processos LATAM e apoio na adequação de processos para áreas de Sales, SalesOperation, Billing, Customer Success, Partners;• Revisão e apoio na definição dos OKRs do Mapa estratégico Corporates;• Acompanhamento dos projetos estratégicos LATAM junto aos Diretores das áreas internas;• Gestão de projetos estratégicos transformacionais – implementação processos críticos de negócio naoperação North LATAM (México / Colombia / Peru) (Processos O&M; Cancelamento; Booking, Billing)• Junto ao time de Professional Services, estabelecer planos de ação para projetos em risco;

Responsible for implementing the Internal Controls department, leading 4 direct and 10 indirect associates, reporting to the Accounting Director and CFO, and to the Board of the Company and Audit Committee, in compliance with SOX and NYSE regulationsLeadership of the SOX Certification Project and Consultancy companies responsible for:• Map and implementation of internal controls to all corporate areas. +300 controls mapped and implemented in 2 years.• Preparation and review of 20F reports and Reference Form for requirements of the Environment of Controls and Internal Procedures.

Responsible for the Service Quality & Intelligence team delivering quality KPIs, capacity and traffic planning for multiple Tech Assistance Centers with +1000 agents. Team management of 02 coordinators and 34 indirect associates reporting to the Corporate Technology Director.• Implementation and management E2E of all C-SAT programs - improving customer satisfaction in more than 25 NPS bps in 2 years in addition to a full recovery of reputation in Reclame Aqui index in Brazil achieving RA1000 index in 2020.• ITIL Process implementation for incident, change and problem management to all Tech Assistance Centers• Responsible to create and manage the playbooks of KPIs for Multiple Tech Assistance Centers• Development and implementation of efficiency and productivity improvement programs, successfully implementing gamification and recognition initiatives for the community of 900+ employees.

Responsible for coordinating the IT Governance team responsible for financial (CAPEX & OPEX) Budget and supplier’s delivery and relationship management. Leadership of 04 employees and 12 indirect associates. Reporting to the Infrastructure Director.• 3rd IT services providers’ Performance & Contract Management• Implementation of IT Change & Incident Management corporate processes• Leadership of IT Infrastructure Service Desk and Field Services Providers

Customers AMBEV (2013), NET (2007 a 2009), VIVO (2010)Acting as Contract Operations Manager, at national level. Responsible for financial, people, processes, quality, and KPIs management.Shared Services Coordinator (2010 a 2013)Responsible for creating the Shared Services department leading +30 professionals, delivering Quality monitoring, C-SAT Management, Ombudsman, Knowledge Management (KB), Training, and Capacity & Traffic planning to all Capagemini IT outsourcing operations. Planning and implementation of ISO and HDI standards to all Customer’s Operations.• Implementation of the ITIL Framework to AMBEV, NET e VIVO Capgemini IT outsourcing operations.• Pre-sales Consultancy as Capgemini’s ITIL Expert.• Received Xceed Award after ISO20000 and HDI Service Desk recertification projects.• Managed a team of +170 associates delivering IT Outsourcing services to AMBEV in Brazil.

Reporting to the Operations and Relationship Director in Brasília, I was responsible for the selection, training and management of the Control Desk team (4 associates) responsible for crisis management process to all OI 24x7 Operations including +3000 Call Centers Positions, 120 Line supervisors and 10 coordinators