SegMedic is a health care clinic network based in RJ, Brazil. Our extensive operation spans +10 cities, providing exceptional healthcare services to a diverse client base of +40,000 individuals. We have established strong partnerships with +20 health insurance providers, ensuring a wide range of health care options for our patients.As an Operations Executive my role encompasses developing the growth of operations based on services with net margin. This includes forming new business units and expanding current areas, aiming for greater operational efficiency. Through committees such as revenue growth, quality and healthcare assistance, and expansion, we are able to create synergy among the areas I am responsible for.Main deliveries according to business areas:𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗔𝗿𝗲𝗮 | Team Size: 115• Self-Service Initiative | Serves +50% of customers through self-service channels. • Business Unit Expansion | Developed 6 new BU and introduced new services, with one of the business units achieving an annual revenue growth of +15%. These new business units have facilitated a decentralization of revenue, now accounting for 30% of the company's total revenue."𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽 | Team Size: 40• Self-Appointment Scheduling | Enabled online doctor's appointment booking, increasing agenda efficiency and achieving a Customer Effort Score (CES) of over 90%. • Electronic Confirmation | With a single command, clients can electronically confirm their appointments. This increased scheduling confirmation by 40%, resulting in a total agenda confirmation of 70% per day. • Active Patient Contact | Generating a 30% increase in new appointments, we initiate post-consultation contact to provide support to the client, aiming to ascertain whether there are any pending appointments for examinations or new consultations to be scheduled.

As a Customer Manager, my primary responsibility is to enhance the customer experience throughout their entire health journey, from scheduling services to medical consultations. By leveraging technology and dedicated teams, we focus on improving internal processes to ensure client success. This approach has led to significant advancements in customer satisfaction and streamlined service delivery.Main projects and results:𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽 | Team Size: 40• Customer Satisfaction Metrics (CSAT, NPS, MHS): Achieved over 90% in CSAT, an NPS score of 76 (within the excellence zone), and a 64% increase in MHS, surpassing budgetary expectations and enhancing customer satisfaction levels significantly.• Churn Retention Cell: Successfully retained 40% of at-risk customers, equating to approximately $28k in monthly recurring revenue (MRR) retained.• New Business Unit - Remote Services Cell: Developed a logistical cell for remote services, managing a fleet serving 10 cities. This new business unit accounted for 11% of the company's revenue in its second year of operation, illustrating significant growth and expansion.

My role as Head of Sales involves developing acquisition channels and sales team structures. Through comprehensive training and operational adjustments for both in-person and remote (telephone and chat) sales teams, we have honed our sales processes. This has standardized our sales model, making it scalable and replicable, thereby enhancing our sales efficiency and expanding our market reach.Main Projects and Results:𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗶𝗮𝗹 𝗔𝗿𝗲𝗮 | Team Size: 15• Point of Sale and Inside Sales: We successfully doubled our monthly sales capacity and increased our new monthly recurring revenue (NMRR) by more than 100%. This significant improvement in sales performance demonstrates our effective sales strategies and operational excellence.• Leadership Development: Over two years, I directly contributed to the training and development of our sales team's leadership. The program culminated in one of the original team members from my first sales team taking over leadership, showcasing our commitment to nurturing internal talent and leadership continuity.𝗟𝗧𝗩 (𝗟𝗶𝗳𝗲 𝗧𝗶𝗺𝗲 𝗩𝗮𝗹𝘂𝗲) 𝗧𝗲𝗮𝗺 | Team Size: 15• Customer Base Migration: Successfully transitioned our customer payment methods from 100% bank-issued invoices to 70% recurring credit card payments, more than doubling our monthly recurring revenue (MRR). This strategic shift not only streamlined operations but also significantly enhanced both revenue stability and growth.

As an Executive Business Strategy Consultant, my goal is to conduct evaluations based on key pillars essential for business growth. These include generating cash flow, expanding operational margins, acquiring new customers, and market expansion. This comprehensive approach ensures a solid foundation for sustainable growth and increased profitability.

As a Sales Executive, I was responsible for negotiating new contracts with schools seeking technological solutions to enhance their business management. Through consultative sales, my role was to identify gaps such as manual or repetitive processes and suggest improvements through the application of technology. I also monitored new clients as they were integrated into WPensar's customer portfolio.

As Operations Expansion, I was responsible for developing training programs for new team members in Stone's logistics operations. My role involved facilitating the training sessions and developing the curriculum using instructional methodologies focused on practical application.

As a Business Analyst, I was responsible for redesigning the training path for new members of Stone's customer success team. In addition to providing support to new members during their initial weeks of operation, I monitored the performance of newcomers, aiming to enhance the quality of service provided by the operational team.

As Logistics Operations, I was responsible for providing support to both third-party and internal logistic operators at Stone on a national level. Additionally, I was tasked with training new members of the Central Logistics Support team.Main Projects and Results:• Training at Atento Brasil: Conducted training for over 20 logistics operators from a third-party company at Stone, facilitating the integration of logistics operations between Stone and Elavon.