Sofia Melo Email & Phone Number

# Analysis and proposal of changes in processes taking into account theinputs obtained through market studies# Propose and develop improvement initiatives taking into account the Customer and business indicators# Mapping and identification of pain and happy points in Worten´s customerJourney# Development and co-coordination of projects that impact the.

Leading a team responsible for:# End-to-end process management of suggestions, compliments and complaints# Management and maintenance of the Integrated Complaints Quality Management System# Coordenating the activities of the Contact Center (BPO Team)

Responsible for Customer Experience research area in the “Digital Transformation Program” at Worten - developing new ideas and promoting changes in several processes in the company

# Project implementation and management# Defining and supervising the new processes focused on customer satisfacion# Auditing processes and stores through the certification system

# Complaints management (analysis and classification of complaints, identification of resolution proposals for each process and preparation of responses to customers)

# Auditing the service provided by partners# Complaints management from customers and partners

# Creation and development of manuals for internal merchandising# Organization of points of sales# Analysis of the evolution of sales and the impact of promotional activities

General Management Program - Executive Master

Auditor Training Internal Management Systems Quality

Master'S Degree, Digital Marketing

Licentiate Degree, Marketing, Advertising And Public Relations

Journalism Workshop