Customer Experience Manager and PMO during the M&A of Kimberly Clark Professional (KCP) by Suzano.Led the area covering three processes (commercial back-office, technical support and CRM) with 50 professionals. My responsibilities included ensuring the best customer service journey, providing the team with all the necessary tools and playing a key role in interfacing with all areas involved in the journey. I was tasked with identifying the best strategy for implementing the customer journey, considering short, medium, and long-term goals, developing the team to execute projects/initiatives that improve the customer journey, and promoting Continuous Improvement by leading and engaging the necessary areas and people and ensuring the correct prioritization of initiatives. Key deliverables and responsibilities:-Project Manager for the KCP migration, ensuring the integration of processes and systems (SalesForce).-Implement routing for technical assistants with a focus on preventive maintenance, resulting in a 100% increase in productivity (while maintaining costs and enhancing team safety).-Review the Order to Delivery process in order to increase the on-time delivery rate to the customer, identifying root causes and defining proactive communication actions to reduce reactive calls and increase customer satisfaction.

Responsible for managing all projects in Brazil, reporting to Latin America Program Leader in Colombia. Accountable for implementing projects aligned with KCP Brazil's strategy, focusing on profitability, cost reduction and the standardization of the company's global sustainable policies.The main challenges in this area were the development and implementation of projects within deadlines and objectives in line with the strategy. My daily routine involved defining the project's objective/problem, selecting and engage the team, developing the schedule, sharing and monitoring the pre-established project stages and activities, leading multidisciplinary LATAM meetings to track activities, reporting project progress in weekly board meetings. Key responsibilities and deliverables:-Project Manager for the restructuring of the Go-to-Market (GtM) strategy for the direct channel, defining the target customer from a cost-to-serve perspective (achieving a 10% increase in revenue).-Responsible for the Dispenser Brazil project, conducting analyses and implementing actions (resulting in 20% savings), reducing the risks of not meeting the business case, and ensuring the implementation of Latin America standards in Brazil.-Reviewed the commercial process with the implementation of new processes and structure.-Reduced the time in the new distributor cycle by 40% through process standardization and optimization.

Responsible to calculate the equity value, lead the strategic planning cycle and lead (suggest and implement) strategic projects (PMO) that add value to the company.Led the structuring and implementation of CESP's Energy Trading Company, contributing to the diversification of the company's portfolio and revenue growth. Key responsibilities and deliverables:-Created the renewable energy certification (I-REC) in CESP's product portfolio, recognized as one of the top 5 projects in 2020, generating an annual revenue of BRL 0.5 million.-Responsible for investment analysis calculations for hydroelectric plant concessions and greenfield projects, applying a thorough approach to financial evaluations and risk analysis.-Mentor in the continuous improvement program, guiding teams to create an operational excellence program and foster a culture of continuous improvement.

Responsible for implementing the strategic planning cycle, including the next year's budget, translating the corporate strategy into the Brazilian reality for all areas.In the strategic planning cycle, my role was discussing with each one director the path for next five-year, next year target for all managers (number and metric) as well consolidate all material of each area in a strategic planning deck to be presented for the corporate VPs. Key responsibilities and deliverables:-Oversee the annual budget planning cycle, I organize the areas to align financial strategies with corporate objectives for all executives, ensuring a judicious allocation of resources.-Define and report the profit share program for all company (with HR).-Collaborating closely with senior management and the head office in the USA, I contributed to the alignment of AES Brazil's strategic objectives with the overarching global vision. This entailed translating corporate directives into actionable plans and fostering cohesion across diverse business units. -Maintaining a direct reporting line to the head office in the USA, I consistently delivered comprehensive reports on financial health, strategic milestones, and performance metrics. This facilitated transparent communication, supporting informed decision-making at the global level. -Led a transformative project to restructure the Budget Management area, I achieved substantial savings of R$20 million, underscoring my capacity for identifying and implementing efficiency measures within a formal organizational framework.

In the capacity of a Continuous Improvement and Process Analyst (reporting to Continuous Improvement Manager) I provided methodological support for the execution of improvement initiatives, employing recognized frameworks such as PDCA and DMAIC. My scope of responsibilities encompassed the facilitation of continuous improvement tools and project management methodologies within the esteemed Vice Presidency of Operations. Key responsibilities and deliverables:-30 projects portfolio management and capture of R$3 million/year;-100 employees trained on excellence methodologies PDCA and DMAIC;-Definition and implementation of routine communication of project status and results to senior leadership;-Process mapping and identifying failures (SIPOC/DEIP, Ishikawa, FTE calculation, etc.) and Structuring indicators and indicator management tools;

Problem Identification and solution through the PDCA method using quality tools (i.e: Pareto Analysis, Task time, Cause and Effect Analysis, Employed Workforce and 5W2H), process mapping and identification of failures (table of disconnections and opportunities for improvement).Projects:-Hospital Albert Einstein: Mapping and restructuring of Medical Audit processes to ensure the balance of expenses with reimbursement from health plans.-Qualicorp: Mapping and restructuring the health plan sales process with the aim of increasing the conversion of leads into prospects, preparation and monitoring of indicators (performance).-TAM Airlines: Mapping and restructuring the passenger check-in and boarding process, elaboration and monitoring of indicators with the aim of managing and capturing opportunities to reduce expenses through scale optimization of agents.

Onboarding Training for New Employees: Conducted quality training sessions, including onboarding programs, for new employees to ensure a comprehensive understanding of quality standards and organizational processes.Raw material and Finished Product Testing and Analysis: Performed testing and analysis on raw materials and finished products, ensuring adherence to quality standards and regulatory requirements.Bottling Line Quality Management Support: Supported bottling line management, emphasizing quality control measures.External Supplier Audits Related to Quality Management: Conducted external audits of suppliers, focusing on quality management aspects, to ensure alignment with established quality standards and continuous improvement.Packaging and Accessory Development for Process Optimization: Led the development of packaging and accessory solutions aimed at optimizing the production process, contributing to efficiency and cost-effectiveness gains.Implementation and Management of Calibration and Metrology Planning: Led the implementation and management of the Calibration and Metrology Plan, integrating it with quality processes to maintain accuracy and reliability.Product Analysis and Development of Responses for Customer Service: Analyzed products and formulated responses for the Customer Service department, ensuring fast and accurate solutions to address customer questions and concerns.