• NPS Management: responsible for analyzing, monitoring, and continuously improving NPS metrics for the Arezzo, SCHUTZ, and Alexandre Birman brands in the North American market.• Achievement of Goals:• In 2022, the operation faced a challenge, achieving an NPS of 65.• In 2023, after assuming the role, NPS showed consistent progress, increasing from 69 to 73 by the end of the year, surpassing the goal of 71.• Strategic Communication and Collaboration: Regularly reports data to the responsible teams, coordinates the calibration of actions, and suggests changes to achieve better results.• Strategic Insights: generates analysis and recommendations to enhance customer satisfaction and engagement throughout the customer journey.• Focus on Premium Experience: continuous alignment with luxury market standards to ensure excellence in customer service, with CSAT as a key performance indicator, directly reflecting the quality of service provided.

• Customer service for Arezzo&Co brands in the United States (Alexandre Birman, SCHUTZ, and Arezzo) through omnichannel support – phone, chat, and email.• Maintained consistently high satisfaction scores and received a 100% satisfaction certificate in 2021.• Recognized in January 2023 with another 100% satisfaction certificate, awarded personally by the company CEO, Alexandre Birman, with a photo marking the achievement.

Bolsista no departamento de Contabilidade. Prestando serviço de secretaria, controle de e-mail departamental e agenda da Diretoria, apoio administrativo com processos internos, auxílio nas rotinas administrativas, contato com fornecedores e alunos.