Responsible for managing and strategically planning the commercial area, reporting directly to the CEO, defining and managing the department's budget to achieve BSC goals. Managed customer service centers, sales, retention, billing, customer relationship, logistics, back office billing, and accounts receivable. Key achievements: - Restructured the payment methods area, implementing key changes such as changing gateways and anti-fraud systems, and introducing multi-acquiring. This significantly reduced payment processing costs from 10% to 6%. - Developed the "Proteste Way of Serving," an approach that created a unique identity for customer service and increased internal engagement. The direct result was a sharp decrease in churn rate from 50% to 26%, aligning with the standards of other countries in the group. - Led the restructuring of service strategies, optimizing service routes, resulting in a 41% increase in inbound call volume for the sales team.

Responsible for managing and strategically planning the commercial area, reporting directly to the CEO, defining and managing the department's budget to achieve BSC goals. Managed customer service centers, sales, retention, billing, customer relationship, logistics, back office billing, and accounts receivable.Key achievements:- Led the technological restructuring of the customer service area, replacing the dialer, implementing the Omnichannel model, and replacing the CRM and ERP, increasing the sales and retention team's performance by 30%.- Restructured the retention segment, creating identity in customer service and implementing a competition model among suppliers, which raised the retention rate from 58% to 75%, the best among the Group's countries.- Restructured the logistics area, relocating the regional warehouse, adjusting product inventory control to the shortest lead time, and changing magazine shipping to near our largest base (São Paulo). This restructuring resulted in a 22% budget savings for the area.

Responsible for customer service centers, sales, retention, billing, customer relationship, logistics, back office billing, and accounts receivable.Key achievements:- Developed the commercial strategy that removed the company from credit card Chargeback fines programs, allowing it to continue working with this payment method.- Created and managed the Business Intelligence area, developing strategic reports, sizing techniques, and professional development, resulting in goal achievement, better team utilization, the best SLA among the group's countries, and the only country where the same agent handled inbound and outbound calls.- Outsourced our call center, allowing me to create a competition model among suppliers, resulting in an increase in our customer base, with our conversion rate going from 8% to 18%.

Responsible for customer service quality at the national level for Oi Telecommunications. Key responsibilities:- Led a team of 60 collaborators, including monitors, supervisors, and Quality analysts, facilitating training and strategies to achieve targets and ensure ongoing development.- Managed service quality for the largest telecommunications client (with over 10,000 service positions), positively impacting metrics across 6 Brazilian states.- Provided support to the executive board, ensuring compliance with KPIs and delivering results to directors, managers, and the contracting client.- Conducted calibrations and training sessions to enhance performance and address deviations, as well as reviewed monitoring forms and aligned them with COPC standards.

Responsible for the operational coordination of Oi Legal Backoffice, fostering strong relationships and aligning strategies with clients for mutual success. Key responsibilities:Management and empowerment of leaders, promoting a shift from a support mindset to a proactive approach.Effective management of turnover and absenteeism indicators, bringing them to organizational standards.Development of strategies to enhance processes, resulting in the reduction of injunctions and financial losses.Redesign of segments and processes to streamline case treatments, establishing direct communication channels and negotiating priorities with management to minimize losses for the contracting client.Creation and implementation of motivational campaigns throughout management, resulting in a performance increase of over 20%.

In-person English course in the city of Chicago, United States, focusing on enhancing fluency, listening comprehension, and oral communication. Immersive experience in English language and culture, developing linguistic and cultural skills intensively and practically.

Responsible for coordinating the customer service centers of Gazeta Mercantil and Jornal do Brasil newspapers in the relationship center, sales, retention, collection, and back office segments. Responsible for restructuring the service centers and implementing a relationship-oriented approach to processes. Activities performed: - Turnover reduction, resizing of service centers to meet the actual needs of products, absenteeism reduction, team qualification, leaders' development, process improvement and alignment, implementation of the quality area, and development of incentive campaigns. Key achievements: - Merged Jornal do Brasil's customer service centers with Gazeta Mercantil, reducing indirect labor costs by 40%. - Implementation of Cross-selling and Up-selling techniques, increasing call center revenue by 20%.

Responsible for client relationship management and alignment of strategies between clients and the company. Training, development, and team management. Activities performed: Team resizing, turnover reduction, absenteeism reduction, skill control, team training, creation of motivational campaigns, and monthly results presentations.