• Leader of the Management, Support, and Business Intelligence team, responsible for managing 14 employees, including senior, mid-level, and junior analysts, assistants, and trainees, with a total focus on team development and training to deliver superior performance and results.• Product Owner responsible for the creation, scope definition, and prioritization of features in the Zendesk Enterprise Suite.• Certified Agile Coach by the Agile Institute Brazil.• Mapping activities, creating process flows, and implementing Salesforce™ in the commercial and technical service areas.• Skilled in process management, tools for creation, monitoring, and project management within the practices of PMBoK® and agile methodologies (Scrum, XP, and Kanban).• Managing customer service in pre- and post-sales, providing consultancy to achieve the highest performance, quality, and alignment of expectations.• Recognized competence in Quality and SLA Management areas.• Designing, implementing, and developing management reports in Salesforce™.• Designing, implementing, and correcting systemic processes and in the conception, creation, renewal, and maintenance of management reports in Excel®.• Conducting training for the formation and retraining of technicians, aiming to optimize professionals' activities with a focus on service quality.• Preparing and analyzing management reports and assembling sales forecasts.• Knowledge of the creation, automation, and detailing flow of reports in Power BI.• Executing Agile Project Management activities using Project Build and Engage tools.• Skilled in leading professionals based at clients' locations and managing technical service providers.