Focused on developing and implementing strategies, transforming customer centricity, commercial approach with resellers, organizational model design.Managed R$2.6 billion in collections portfolio in all phases (friendly and legal) and sales auction management and in 2022, I took over the callcenter operation and supplier management in BrazilDevelopment of strategies, execution and monitoring of daily callcenter and billing operations (involving internal and external).Budget and… Show more Focused on developing and implementing strategies, transforming customer centricity, commercial approach with resellers, organizational model design.Managed R$2.6 billion in collections portfolio in all phases (friendly and legal) and sales auction management and in 2022, I took over the callcenter operation and supplier management in BrazilDevelopment of strategies, execution and monitoring of daily callcenter and billing operations (involving internal and external).Budget and forecast development with quarterly reviews (billing and call center). Implementation and management of the main indicators of the Collection Area such as Default, Default revenue, amortization of recovery costs, profits and losses, net credit lossesI have reduced Defaults for 3 consecutive years; Increase revenue from bad debt, also reducing recovery costs and write-offs, each year with an important contribution to reducing net Credit Losses and also the P&L; in callcenter operation, management and control of 40 operational KPIs including NPS levels;In 2023, in callcenter operations, my team and I achieved very good performance, changing the “reclame Aqui” score from Regular to the RA 1000 seal through different strategies implemented. Show less

Auto Finance Portfolio (Vehicles): Responsible for managing companies that work in the recovery of vehicle financing in all stages of Brazil, traveling weekly to all regions of Brazil (range >R$ 3.0 Billion) • Management of strategies and goals of the Non-Filed and Tried portfolio (entire Judicial cycle) • Management of all offices that operate in the judicial sphere, being responsible for the entire legal process from the distribution of shares • Direct management of the entire BNDU… Show more Auto Finance Portfolio (Vehicles): Responsible for managing companies that work in the recovery of vehicle financing in all stages of Brazil, traveling weekly to all regions of Brazil (range >R$ 3.0 Billion) • Management of strategies and goals of the Non-Filed and Tried portfolio (entire Judicial cycle) • Management of all offices that operate in the judicial sphere, being responsible for the entire legal process from the distribution of shares • Direct management of the entire BNDU process, through dispatchers and management responsible for sales and auction results • Responsible for strategic and tactical planning for the year and monitoring its implementation Show less

Management of internal (contact center) and external (administrative litigation and judicial collection) collections on vehicles, credit cards and CDC mass; More than 10 years of experience in managing large, high-performance teams, focusing on productivity, operational efficiency and cost reduction; Responsible for vehicle sales at auction and price analysis; Management rules and Billing Policies and operational strategies in contact center operation and litigation (internal and external) for… Show more Management of internal (contact center) and external (administrative litigation and judicial collection) collections on vehicles, credit cards and CDC mass; More than 10 years of experience in managing large, high-performance teams, focusing on productivity, operational efficiency and cost reduction; Responsible for vehicle sales at auction and price analysis; Management rules and Billing Policies and operational strategies in contact center operation and litigation (internal and external) for vehicles and retail products (Retail); Focus on the development and coaching of employees at senior and supervisory levelsManagement of internal (contact center) and external (administrative litigation and judicial collection) billing on vehicles, credit cards and CDC mass; More than 10 years of experience in managing large, high-performance teams, focusing on productivity, operational efficiency and cost reduction; Responsible for vehicle sales at auction and price analysis; Management rules and Billing Policies and operational strategies in contact center operation and litigation (internal and external) for vehicles and retail products (Retail); Focus on developing and coaching employees at senior and supervisory levels Show less

Expertise in the Consumer Financing area (cards, vehicles and CDC) reporting directly to the Executive Superintendent; Solid experience in hiring and managing service providers, litigation and legal collection offices and their SLA's and KPI's; Management of brokerage and auction processes and pricing for sales Experience in managing large internal and external teams, relationship conflicts, coaching to prepare capable successors, cost control and ease of relationship with all levels; Dedicated… Show more Expertise in the Consumer Financing area (cards, vehicles and CDC) reporting directly to the Executive Superintendent; Solid experience in hiring and managing service providers, litigation and legal collection offices and their SLA's and KPI's; Management of brokerage and auction processes and pricing for sales Experience in managing large internal and external teams, relationship conflicts, coaching to prepare capable successors, cost control and ease of relationship with all levels; Dedicated professional focused on managing people, costs, service providers and billing offices. Expertise in the area of ​​Consumer Financing (cards, vehicles and CDC) reporting directly to the Executive Superintendent; Solid experience in hiring and managing service providers, litigation and legal collection offices and their SLA's and KPI's; Management of brokerage and auction processes and pricing for sales Experience in managing large internal and external teams, relationship conflicts, coaching to prepare capable successors, cost control and easy of relationship with all levels; Dedicated professional focused on managing people, costs, service providers and billing offices. Show less

Collection office manager in the Litigation, Pre-legal and Legal phases Management of the entire auction sales process Structure and management of the Private Label card area Structuring and management of the area of ​​activity (PSCA - Aymoré Shared Services Platform) providing support to all areas and units of the branches I participated in the start of the WebMotors website, responsible for providing all information about the vehicles as well as prices, promotions, reviews I developed… Show more Collection office manager in the Litigation, Pre-legal and Legal phases Management of the entire auction sales process Structure and management of the Private Label card area Structuring and management of the area of ​​activity (PSCA - Aymoré Shared Services Platform) providing support to all areas and units of the branches I participated in the start of the WebMotors website, responsible for providing all information about the vehicles as well as prices, promotions, reviews I developed, implemented and managed the entire contingency plan for all areas of the Bank, negotiating positions outsourcing and doing test days Show less