. Responsável pela estratégia de CRM do PicPay Negócios. Gestão e desenvolvimento de um time de 3 analistas. Mensuração das métricas de disparo, com foco em otimização e melhoria da conversão. Construção e acompanhamento dos KPIs da área, com report semanal para a Diretoria. Governança e otimização de canais (Whatsapp, E-mail, SMS, Push, In-app e DM). Criação e manutenção de réguas automatizadas e disparos ad-hocs via MarketingCloud. Criação de segmentações via DataCloud. Implementação e acompanhamento de testes A/B para maximização de resultados . Interface com times de Growth, Dados, Produtos e Martech . Gestão do calendário de campanhas de CRM

. Responsável pela estratégia de Ativação de micro e pequenas empresas. Criação e manutenção da régua de Onboarding PJ. Mensuração e acompanhamento de indicadores de ativação, de modo a identificar safras mais propensas e implementar planos de ação. Desenho e implementação de campanhas promocionais via canais digital e Inside Sales

- Responsible for the SMB retention strategy- Monitor MRR, Churn Rate and Urgency Score, a churn prediction model created by the DS team- Develop effective engagement campaigns- Generate and communicate educational contents- Lead a BPO operation, monitoring process indicators, suggesting action plans and conducting improvement projects

As Head of Marketing, I was responsible for managing brand strategy and innovation projects, from data analysis to development of engaging communication campaigns focused on increasing market share, awareness and client's loyalty. During this time, I led and managed the CX operations team, the Marketing team and the E-commerce team, training, providing formal feedbacks and creating PDIs.

PEDRÃO is a Brazilian home improvement retailer engaged on supplying construction products all across the country. The company's mission is to become a customer service leader in the construction market.PEDRÃO gave me the challenge to structure the CS area, implementing NPS methodology and using Track.co platform to collect customer feedbacks. It was my responsibility to apply the data collected and turn it into insights that the company could use to become more customer-centric.I led the creation of company's Customer Service, implementing an omnichannel operation with a Customer Service Software (Octadesk).

InfoPrice is a Brazilian tech company focused on tracking, monitoring and analyzing data, providing competitive price intelligence for retailers.As a corporate relationship analyst, I was responsible for actively develop business relationships with retailers, prospect potential customers, build strategic partnerships with retail associations and training field supervisors.

Sem Processo is a Brazilian lawtech/legaltech that uses technology to deliver transparency, agility and efficiency to company's litigation management.As a CS, I was the primary point of contact for customers and was responsible for conducting onboardings, trainings and encouraging customer engagement. My key account portfolio included companies from health, financial and energy segments, and my major goal was to improve customer experience and satisfaction, while helping them attain their objectives.

Disney International College Program is a once-in-a-lifetime opportunity to learn from one of the world’s most innovative entertainment companies.As a Cast Member, I lived and worked at Walt Disney World Resort, connecting with people from across the globe, creating lifelong memories and being immersed in an English-speaking environment. I was able to develop valuable leadership, presentation and customer service skills – all things that Disney is known for worldwide.