Responsible for managing execution of scrum activities, customer demand-driven work, marketing and traditional projects. My role involves ensuring deadlines are met, maintaining clear communication channels among all stakeholders and tracking and being the primary driver for project metrics (clients: Starbem, Hera.Build, Yoga da Re, Desenforma mulher, Deixa Fluir, Cozinha Itinerante, Hub das Lobas, Coliderar, Lotus Makeup)

Online Canine Education and Therapy Platform. We translate the canine world to help you maintain a healthy relationship with your pet.In our first year of existence, we achieved:- 120 leads, with a 50% conversion rate- 80 dogs treated- A team of 5, including the two founders and several supportersI was responsible for managing customer strategy, developing operational processes, and co-creating the branding and market positioning of the brand.

- Developed and documented customer experience processes in a user-friendly knowledge base, setting a benchmark for other countries.- Architect of the first chatbot, achieving over 60% retention in customer contacts, reducing response times by 70%, and enhancing client satisfaction. This model became a standard across other countries.- Established urgency-based workflows for handling customer inquiries.- Conducted quality monitoring to assess adherence to processes, tone of voice, and areas for improvement.- Collaborated with internal stakeholders (marketing, retail, product, and operations) for exchanging insights on key issues and risks identified in customer interactions.- Founded the training and engagement department, significantly increasing adherence to new processes.

Co-founded a marketing consultancy, advising small businesses and freelancers on marketing structure, recruitment strategies, and business growth.- Devised communication plans, competitive analysis, brand positioning, and pricing strategies.- Designed the marketing department including job descriptions, recruitment process, and team training.- Managed briefings and monitored the execution of plans with third-party collaborators.

- Led a team focused on continuous improvement of customer and couriers CX processes.- Conducted in-depth data analysis to provide insights for product, operations, and marketing teams.- Received internal awards for collaboration on complex, high-impact projects.- Played a key role in launching 99Food in strategic cities alongside the operations team.- Conducted usability studies with the product team based in China.- Awarded a management development mentorship in the Fast Forward program.

Served as a product owner to incorporate operational insights into product decision-making, optimizing internal management tools, provider app usability, B2B partner dashboard, and B2C app.

- Established a Provider Success division, applying customer success techniques to manage and support service providers on the platform.- Managed key account portfolios including partners like Cyrela, Quinto Andar, Lello and Auxiliadora Predial.- Created a structured support system with tiered levels (N1, N2, N3) for handling usability, administrative, and technical queries.

I started as a CS Specialist and was promoted to the position of Jr. Manager within 2 years. In these 4 years (2015-2019), I was responsible for:- Developed the company's Health Score system with the product team, assessing customer engagement and platform performance metrics.- Transformed in-person training into remote sessions, achieving operational efficiency and successful implementation.- Performed large-scale ROI calculations for loyalty programs, enhancing marketing strategies for each partner.- Founded the Customer Success team, including role design, recruitment, training, and management.- Led the expansion of operations nationally post-merger with Stone Co, involving documentation of all processes and training materials for over 500 Stone call center operators.

At that time, the main objective of the area was to recover the strength of the LetsFamily brand digital presence in Brazil - Development of the company's marketing and communication plan and the LetsFamily brand for 2015 - LetsFamily website redesign - Creation and follow up of briefings / execution of LetsFamily pieces (kits layout, sales folders and relationship materials such as gifts, emails and newsletters) - Development of projects on demand (email marketing, newsletters, promotions) of clients and prospects, with the sales team - Contact Base Optimization (CRM)

My main projects were relaunching the Dove Self-Esteem Project in Brazil and ensuring the quality of the relationship between Dove and the dermatological society - Monitoring and implementation of Dove Soaps and Dove Masterbrand launches in Brazil- Management of the brand's medical plan (contact with doctors and dermatology professionals) - Dove Self-esteem Project relaunch, with the organization and execution of the Dove Day event (Unilever volunteering) - Dove and Unilever Health Institute website management - Creation of periodic reports on brand performance in the country - Social media management- Budget Control