• 8 years focused on customer experience and customer success, participating in defining and implementation of organization culture change focused on customer centric mindset and operation of the Customer Experience area responsible for defining the CX strategy, creating the VOC program, monitoring the metrics directing improvement actions and pulling the entire CX governance ritual;• 19 years of IT professional experience participating in management and implementation of projects having worked also in the specification and development of systems and development team coordination;• Management of implementation of foreign trade system projects and Invoice outsourcing projects, integrated with ERPs (SAP, ORACLE APPs, Legacy Systems, Datasul) in big companies like Mercedes-Benz, Scania, Bosch, Samsung, Camargo Corrêa Group and Braskem;• Involvement and support in the business process participating in the requirements , scope definition, estimates efforts and costs of project and preparation of the technical and commercial proposal / presentation and negotiation with the customer;• Coordination of the allocation process of the consulting team in projects: Pipeline Analysis / staff capacity, team definition, prioritization and negotiation of allocation conflicts in projects;• Knowledge in business processes: Purchasing, Production Planning, Inventory Control and Billing / Advanced knowledge in the processes of Foreign Trade: Import, Export, Exchange and Special Regimes and functional and technical SAP notions (modules MM, PP, SD and FI);