We are a global network of seasoned leaders, innovators, and makers with deep expertise in intelligent business practices and advanced technology, capable of solving both complex and simple problems. We connect the dots across industries and geographies, reshaping ecosystems and driving sustainable and impactful outcomes.Kompassium: "Seasoned leaders, innovators, and makers" refers to experienced leaders, innovators who drive change, and makers who bring ideas into action. "Deep expertise" highlights the profound knowledge these professionals possess in their fields, whether in technology or business practices. "Connecting the dots across industries and geographies" means the ability to understand and integrate different sectors and regions, which strengthens the capacity to solve a wide range of problems. "Reshaping ecosystems" implies creating structural changes in markets or environments, promoting a new way of operating. "Driving sustainable, impactful outcomes" reflects our commitment to delivering results that have a lasting and positive impact.

Consulting services provided to multinational companies and startups for the development and restructuring of customer service areas, always adjusting operations to the specific needs of each business.Implementation of customized processes that ensured increased customer satisfaction and improved internal efficiency, including strategies for recruiting, training, and developing customer service teams.Development of customer service platforms focused on personalization and building long-term relationships, promoting a superior service experience.Leadership of customer service optimization projects, from the implementation of technological tools to the creation of performance monitoring metrics, such as NPS and satisfaction surveys.Consulting for the implementation of billing and customer service processes with an empathetic and solution-focused approach, enhancing companies' market reputation and strengthening their relationship with clients.Recruitment and Selection at all hierarchical levels and for a high volume of vacancies. Talent hunting through strategic channels, using technology to support the organization of selection processes, job postings across digital platforms, interview scheduling, competency-based interviews, candidate assessments, and behavioral profile test results. Responsibilities included drafting job descriptions, screening applications, scheduling and conducting in-person interviews, and providing feedback to hiring managers with a summary of the interview and the applied behavioral profile test. Providing positive or negative feedback to candidates who participated in the process. Experience with recruitment and selection management software.Specialist in Personal Development, mentoring newly promoted leaders or those undergoing a promotion process. Outplacement services for professionals seeking career guidance, skill development, and emotional support.

Responsible for the creation and management of a digital platform that centralized technical support and appointment scheduling, enabling faster and more accurate service for customers.Management of strategic relationships with national and international suppliers, negotiating contracts that ensured optimal customer service in terms of maintenance and technical support.Focused on maximizing customer satisfaction through the implementation of high-quality service processes, ensuring compliance with contractual terms and the prompt and effective resolution of technical issues in high-tech medical equipment.Strong involvement in the management of government contracts, ensuring compliance and high levels of satisfaction in service delivery.

Implementation of operational improvements focused on generating savings and increasing profit margins in a strategic and balanced manner. Involvement in the planning and efficient execution of daily activities, ensuring completion within stipulated deadlines, which guaranteed smooth operations and the consistent delivery of high-quality results.Development and implementation of a billing department with a strong emphasis on a personalized and compassionate approach, leading to the creation of a more humanized customer service experience. The structuring of dedicated support and billing departments, offering free phone service, provided a more accessible and empathetic customer experience.Promotion of a customer-centric organizational culture by facilitating weekly meetings between leadership, managers, coordinators, and cross-functional teams to assess demands, optimize processes, and drive continuous improvements, always based on direct customer feedback.

Creation, development, and leadership of two customer service centers (Brazil and Mexico), focused on improving the customer experience across Latin America.Responsible for implementing the "The Customer is My Boss" philosophy, driving a deep cultural transformation throughout the organization, which began to prioritize customer service as a strategic pillar of the company.Led initiatives such as "Customer Week" and the implementation of the Net Promoter Score (NPS), which became globally recognized best practices and helped the company elevate its standards for customer service and retention.Collaborated with multidisciplinary teams to analyze and resolve customer-reported issues, ensuring root causes were identified and addressed, with a continuous focus on improving the customer experience.Managed teams across multiple countries in Latin America, ensuring consistency in customer service and satisfaction, always with a focus on personalization and service excellence.

Leadership of programs aimed at continuous improvement in the satisfaction of strategic clients, implementing a proactive communication plan that included regular visits and frequent contact with key clients.Implementation of actions based on direct customer feedback and satisfaction data obtained from monitoring tools, resulting in significant improvements in customer service operations and client retention.Reported directly to the company's President in Brazil, with responsibility for managing and resolving crises in the radiology market, ensuring the restructuring and strengthening of customer service operations.

In this role, I was responsible for leading strategic transformations and implementing high-performance operational processes, with a focus on continuous improvement and operational excellence.I led the application of the Six Sigma methodology, ensuring that 100% of employees were trained and had projects implemented in their respective areas, significantly boosting organizational efficiency and performance. Additionally, I developed and mentored future leaders, equipping them with advanced management techniques and inspiring teams to achieve exceptional results.I was also involved in the creation and execution of operational strategies and plans, aimed at continuous process improvement, ensuring sustainable, long-term business growth across Latin America.

As the leader of the medical equipment import processes, I played a strategic role in generating revenue for the Brazil region through close collaboration with the commercial team.My efforts were essential in fostering a collaborative culture, encouraging teamwork focused on achieving ambitious goals and delivering significant financial results.Additionally, I implemented strategies to strengthen the sale of medical equipment in the region by establishing solid partnerships with global manufacturers. This initiative ensured the efficiency and smooth flow of the import processes, securing continuous supply and the commercial success of the operation.

I had the privilege of playing a strategic role in various areas, including purchasing and production planning. Additionally, I had the honor of leading a highly skilled team responsible for importing and exporting stainless steel tubes. I took great care in overseeing customer service processes, as well as receiving suppliers and materials. Utilizing my experience, I guided the team through crucial stages of purchasing and selling, always striving to minimize potential errors.