Implemented the Customer Operations Department in Brazil, heading the Field Services & Fulfillment Operations, Customer Care Operations and Customer Experience, serving more than 60 thousand active satellite internet sites for B2C, B2B and B2G customers, managing direct teams and indirect service and support channels with thousands of partners and agents.Led the execution of more than 3 thousand monthly service orders, enabling a national field service partners’ network.Managed the end-to-end service chain, planning the distribution of supplies, promoting training and qualification of partners and field technicians, implementing and optimizing service management processes and systems.Established the Customer Care Operation, activating a new call center to serve residential customers and resolving more than 30 thousand monthly calls.Implemented the NPS, instituted satisfaction surveys, defined monitoring structure to identify pain points in the customer journey and pointed out opportunities for service improvement, fueling product innovation and improving customer service processes.Created the Customer Experience team, fostering an agile and lean culture in managing the customer journey through the implementation of squads responsible for each stage of the journey: welcome; activation/deployment (onboarding); monitoring of first steps (babysitting); billing, payment and collection; loyalty and retention (loyalty).Driven the digitalization of service channels, optimizing operational costs and the customer service journey.Coordinated the hiring of key suppliers and partners, ensuring SLAs and costs aligned with business objectives.Member of the executive committee, defining and executing the business strategy, reporting results quarterly to the C-level.

I implemented the operations of satellite internet services in more than 20 thousand public service installations distributed throughout the national territory of Brazil, bringing digital inclusion to more than 9 million Brazilians in support of the Federal Government's GESAC connectivity project.• Organized service management processes to execute the activation schedule in line with customer expectations.• Restructured the service chain incentives to foster excellence in customer-focused delivery.• Acted as Key Account Manager, reporting the project's weekly evolution to the client and to the company headquarters, equalizing communication between all stakeholders, adding fluidity to commercial dealings and achieving greater customer satisfaction.

Developed a digital corporate education application (edtech), applying gamification concepts and daily pills, focused on the development of field service teams.Implemented cloud storage projects for customer service companies (call centers), providing services for a Brazilian cloud computing start-up.

Responsible for the procurement department supporting the startup of the fixed wireless broadband business.- Supporting the network operations teams to plan and execute on the network deploying strategy.- Negotiating and managing global and local vendors' contracts to support the business startup and growth.- Partnering with peers to implement and improve supply chain and customer fulfillment processes.