• Structuring onboarding and customer service departments of Finanfor platform• Develop and monitor metrics (behavior, performance, risk, churn, etc)• Elaborate and execute operational procedures, controls and goals maximizing use, quality and user satisfaction• Agreements and documentations support• Guidance in best practices

Responsible for Customer Success and Support regarding Insight's software Smartleader.At Smartleader I took care of our custormers since the beginning of their implantation with trainings and recommendations of best practices in market regarding human resources, and with the project management.I assumed the challenge of implementing the Smartleader Partner Program, where I trained partner consulting companies in system use, user training and support services.I trained new hires from CS/Support and tech (developers and testers), worked with IT/Design teams in debugs, data migration, functional testing, wireframe and business rules definitions in our software.I also created content for users, guides and articles.4 special recognitions received in my first year :)

"Client whisperer", among 4% top performers. Product generalist.Empowering Nubank's customers by maximizing their knowledge and self service use of Nubanks's app, solving complex problems, recovering customers and doing customer service at its best.My previous achievements were:• Top performer c-sat;• 92% problems resolved in the first contact;• 98% quality score (of 100%) from audited jobs;• 2 quality awards from Chocoquality Program.

Helping customers achieve success through the use of best practices and the most innovative solutions.By assuring value creation and a positive customer experience during the entire cycle I achieved project risks identification and mitigation, customers and projects recovery, and knowledge transfer to SAP's ecosystem. With my work I reduced project delays and costs, as well as prevented disruptions building trust with customers. In the Project Executive Committee program I was responsible for: • Critical projects life cycle monitoring.• Customer relationship and guidance in best practices, quality and communication tools, methodologies and Support services.• Internal executive reports. I also created new processes, controls and guides, made strategic studies and presentations for C-Officers, and event planning, which I got 2 awards for.

Specially designated to create KPIs and internal executive summary reports. I was responsible for the standardization of databases and SAP BI softwares reporting/dashboards maintenance, development and optimization. I also supported project agents, training activities of Service Partners in project management and SAP solutions (lectures, workshops) and areas of support from User Groups to collect information.

3rd party temp for SAP PM project rollout:• Schedule and KPIs management for SAP project and Prevention/Combat Fire Plan (+550 stores).• Supporting Development cell (GNFR, Maintenance, Construction, Operations, Systems and Safety) with collection of information for bids and audits, presentations, process flowcharts and managerial reports.

Responsible for preparing and analysing managerial reports, strategic studies and presentations (including QBR and Country Outlook). Achievements: • Standardization of databases optimizing strategic and financial studies and automated the feeding, updating and analyzing data processes with interactive and dynamic BI dashboards (85% time reduction);• Savings on international events and software purchases;• I also developed guides and training recordings to FinOps, Sales and Presales Brazil's teams: the Brazil School project, about sales pipeline, terms and definitions, best practices, Finance and Operations structures, revenue and recognition, local and corporate systems;• 2 outstanding performance awards.

Responsible for event planning and logistics. I also worked with development of institutional manuals and as text reviser.