Experience based on people and process management in a Customer Service/Care environment.Acting as a leader in training teams, with experience in development, translation and classroom content training for analysts, leaders and managers.Assistance in recruitment and selection processes.Acting as a process team leader aiming to elaborate, analyse, approve and implement them.Experience in analysing the impact of training actions or process implementations, aiming at continuous improvement of quality and operational metrics agreed with the contracting Client.Performance in the creation of internal Climate Surveys, elaboration of Campaigns for collaborators, analysis of results and creation of action plans.