I am driven by the pursuit of excellence in Customer Experience, with a constant focus on innovation and process optimization to ensure customer satisfaction and loyalty. With a degree in Journalism since 2007, I've built a solid career in communications, with extensive experience in Public Relations and Digital Marketing, always in the B2B sector. Throughout my journey, I've taken on leadership roles that enriched my multifaceted career and prepared me for more complex challenges.In 2020 I took on my first challenge as a Customer Experience team leader at a Rio-based edtech, an experience that allowed me to work across various stages of the customer journey. Since then, I have led multiple CX teams, always striving to leave my mark by developing internal manuals, training programs, and conducting in-depth analysis of KPIs. My efforts ensured the health of strategic indicators such as Net Promoter Score (NPS), churn rate, engagement and customer lifetime value (CLV).Currently, I'm Customer Experience Coordinator at Conquer In Company and pursuing an MBA in Customer Experience Management at ESPM, continuously committed to enhancing my skills and delivering value at every stage of the customer journey.