Raquel Pinheiro Email & Phone Number

State Of São Paulo, Brazil

● Responsible for the development and implementation of action plans and crisis management, aiming to mitigate adverse impacts and ensure operational continuity in emergency situations;● Active collaboration in coordinating the teammates’ technical development, providing guidance and support for the improvement of professional skills;● Effective project management aimed at the operation’s continuous improvement, leading initiatives that aim to optimize processes and increase operational efficiency;● Assumption of responsibility for the definition and execution of the operational strategy, ensuring the daily activities’ proper functioning;● Responsible for detailed reports to monitor the operation’ status, providing accurate and up-to-date information for coordination and management, assisting in strategic decision-making;● Regular monitoring of customer satisfaction (CSAT) metrics, identifying trends and opportunities for improvement to improve the customer experience;● Establishing direct contact with regulatory authorities, through e-mail and telephone communications, to clarify doubts and ensure compliance with relevant regulations.Main results: (1) Achievement of annual operational management goals, demonstrating leadership and management skills to ensure the organizational objectives achievement. (2) Development of two analysts from full to senior level, through guidance and support aimed at professional growth and improvement of the team's skills. (3) Creation and implementation of a management monitoring dashboard, used by other Ombudsman channels, to provide valuable insights and facilitate strategic decision-making. (4) Introduction of customer satisfaction metrics (NPS and CSAT) to evaluate performance and identify opportunities for improvement, promoting a culture of customer focus and service excellence.

● Working in the ombudsman area, ensuring that all activities are carried out in accordance with the policies established by the company and aligned with the business strategy; ● Development and implementation of all operation and service flows, aiming to ensure efficiency and excellence in customer service;● Management of complaints with the regulator Procon, ensuring compliance with established regulations and procedures;● Prioritized cases handling of greater criticality and regulatory risk, demonstrating analytical skills and ability to make assertive decisions in complex situations;● Establishment of effective dialogue with the company’s internal areas, aiming to map and outline strategies to mitigate regulatory crises and prevent future occurrences;● Responsible for contact with external suppliers, ensuring compliance with regulatory requirements and current standards, strengthening business relationships and the company's reputation.Main results: (1) Successful implementation of the PROCON channel in the Ombudsman's Office, providing an efficient transition from the service to the regulatory body Procon from the Legal area to the company's Ombudsman's Office. (2) Effective strategy and execution in the implementation of the PROCON channel in Nubank's Ombudsman's Office, regarding the identification of needs, tool analysis and selection of a specialized team to deal with the regulator.

São Paulo

São Paulo

● Engaged in the operational excellence, ensuring that all activities are carried out in accordance with the standards, policies and guidelines established by the company;● Conducting multichannel service, including chat, email, phone and social networks, to ensure a consistent and satisfactory experience for customers at all points of contact;● Active collaboration with stakeholders to identify and map operational errors, providing strategic support and effective solutions to optimize processes and avoid negative impacts on operations;● Continuous analysis of customer feedback received through the different communication channels, identifying opportunities for improvement and proposing solutions to ensure an exceptional experience;● Collaboration with interdisciplinary teams to integrate customer service and reputational risk management activities with other areas of the company;● Development of training programs to enable the team in the effective use of tools to identify reputational risks and map operational errors;● Active participation in market research and analysis projects to understand customer trends and needs, providing valuable insights for strategic decision-making;● Preparation of management reports, monitoring of performance indicators and provision of subsidies to support strategic decision-making. Main results: Elaboration and implementation of a tool to identify potential reputational risks originated in social networks, aiming to protect the image and reputation of the company in front of the public.

São Paulo E Região, Brasil

● Presentation of the Heavy Pero No Mucho program daily and live on radio 89.1fm in São Paulo;● Development of agendas;● Social media management.

São Paulo E Região, Brasil

● Analysis and processing of data related to visa applications, ensuring accuracy and compliance with established guidelines;● Assistance in the screening and document review submitted by visa applicants, ensuring that all requirements are met prior to processing;● Dedicated service to U.S. citizens, providing specialized support in the preparation and processing of documentation related to citizenship and permanence in Brazilian territory, ensuring compliance with the relevant regulations;● Collaboration with other teams within the consulate, such as the communications or public relations team, to provide support in consular initiatives and campaigns.Main results: (1) Presentation of lectures and training for new employees’ integration and training. (2) Development and execution of training programs for employee retraining, focused on new methods and systems related to the visa issuance. (3) Implementation of a new printing system for visas, resulting in the urgent need to develop and conduct comprehensive training for all consular staff. (4) Design and delivery of an accessible and effective training program, considering the employee profiles diversity and levels of familiarity with technology. (5) Receiving recognition from management for leadership and commitment to promoting positive change within the U.S. Consulate in São Paulo.

São Paulo E Região, Brasil

● Providing comprehensive service to investors and publicly traded companies, offering integrated solutions and support in several areas;● Support for the efficient coordination of conference calls and conducting post-public announcement of results perception studies, in order to assess the market reaction and identify areas for strategic improvement;● Preparation of quarterly results reports, using accurate analysis and pertinent information to provide relevant insights.

São Paulo E Região, Brasil

● Support to the transport area manager;● Preparation of contracts with service providers in the sector;● Preparation of project performance reports;● Development (in partnership with the IT sector) and management of an SMS system for requesting drivers for employees.