Head de Operações

• Jan 2022 - Present

Senior Accounts Manager (Customer Success)

• May 2020 - Dec 2021

Reporting to the Head of Operations and Partner managing lawyers, negotiators and Backoffice structure. • Responsible for strategic portfolios and for consistent deliveries aimed at achieving the client's desired result, together with the expansion and consolidation of the company; • Structured data analysis, aiming at continuous improvement and innovation in the area; • Focus on the evolution of customer experience through the deployment of goals and increased indicators (NPS - Net Promoter Score, among others); • Monitoring of OKRs and KPIs critical to the business, anticipating risks and developing action plans with the Board for the delivery of results; • Strong performance in implementing a culture of continuous improvement, focusing on strategies for process optimization and performance enhancement; • Work focused on the best customer experience, with a very close relationship throughout the entire journey: from monitoring onboarding showing the first values of the product; in engagement ensuring constant value and recurrence in the use; in growth, ensuring breadth of coverage and generation of results. Show less

Senior Expansion Manager

• Jan 2017 - Apr 2020

Reporting to the Director of Infrastructure, Director of Expansion and directly to the Vice Presidency of Presential Graduation with team management of managers, coordinators, specialists and analysts.• Management of the expansion plan of new physical units for Graduation (including for the Medicine course - Mais Médicos Program), Basic Education and expansion of existing units, including demands for new clinics, laboratories and alike;• Expansion focused on socio-economic, demographic, and real estate analysis, based on internal latent demand studies in census sectors, flow generators, competitors' offers, feasibility studies, business plan, to define potential places for market expansion; • Training of the expansion team and active participation in the identification of growth opportunities, analysis, negotiation, structuring and closing of new real estate contracts with partners or investors;• Implementation of new controls, management indicators, case presentations, and approval by the board of directors and the president's committee;• Prospecting, commercial negotiation and contract closing for more than 100 new businesses;• Creation of a land bank of opportunities and a board of investors aiming at speeding up expansion. Show less

Senior Manager for Prospecting and Implementation of New Units

• Apr 2015 - Jan 2017

• Restructuring of the project for the implementation of new units through the mapping of the entire process, planning, strengthening the team, re-approach and alignment with the areas involved in immersion days, management of new KPIs for monitoring and several structural actions for improvements that were identified during the process, enabling the management of the entire chain and its effective delivery;• Successful delivery of the effective implantation of new teaching units, having restructured, organized and secured the entire chain to successfully receive hundreds of visits from MEC; budget management in the order of R$ 100MM of investments accomplished. Show less

Senior Manager Operations and Projects

• Feb 2014 - Apr 2015

• Structuring and management of the areas of operational and financial efficiency, with the hiring and management of staff, prioritization of activities and review of strategies;• Simultaneous management and monitoring of all projects of the VP of Undergraduate Studies, including budget, and specific action plans for the hundreds of units. Work done by prioritizing deliverables with appropriate presentations to committees, board and presidency;• Overcoming the objectives of the areas, managing and guiding the operational, financial, and profitability guidelines, whose budget was around R$ 1bi. Show less

Accounts Receivable and Collection Manager

• Apr 2013 - Feb 2014

Direct reporting to the CEO with team management of coordinator, specialist and analysts. • Restructuring of the accounts receivable area and management of the collection portfolio; • Implementation of effective, internal and third-party collection through call center; • Credit recovery actions in loco, with face-to-face service and negotiation; • Implementation of the area of management indicators, with new collection reports, facilitating analysis and decision making. • Significant reduction in defaults, in addition to more effective management of the portfolio and its metrics. Show less

Portfolio Management and Collections Manager

• Sep 2011 - Apr 2013

Direct reporting to the COO managing the coordinator, specialist and analysts’ teams. • Directly responsible for the entire receivables portfolio of the company, implementing improvements in the controls of the areas, development of a portfolio management module and greater automation in the activities, minimizing risks and maximizing the result; • Implementation of the entire collection chain, with an internal team and outsourced contact center team, as well as partner law firms; • Hiring and management of internal and external teams, always focusing on the development of people and the consequent impact on results; • Analysis and presentation of results to the entire board and presidency, as well as the projection of receivables. Show less

Collection Coordinator

• Jun 2009 - Sep 2011

Reporting to the Financial Services Management and Board of Directors managing a team of specialists and analysts. • Creation of the internal collection process in the company, with implementation of this module in the SAP system, as well as homologation of several improvements in the reports for the area; • Implementation of legal collection and credit recovery, work carried out with a team of in-house and third-party lawyers, as well as outsourced collection and monitoring of the teams; • Creation of new controls and SOX certifications; • Presentation of results and direction of the Collection Committees with the Board of Directors. Show less

Collection Coordinator

• Mar 2002 - Jun 2009

Report to the Magazine Luiza Management and Board, as well as to the Itaú/Unibanco Superintendence managing a team of specialists and analysts. • Coordination of indirect teams in collection portfolios for LuizaCred products; • Training and development of new internal employees; • Elaboration of materials, manuals with the operational procedures, promoting agility in the training processes, which directly impacted the results of the teams. • Support and follow-up of the quality area, with new scripts and better results; • Dimensioning and Capacity Planning, besides the follow-up of Managerial and Operational Indicators; • Implementation of collection operation and other suppliers; homologation of systems, dialers, training of new teams, general monitoring and comparative performance of the Contact Centers. Training Coordinator - 12/2006 - 09/2007 Credit and Collection Analyst - 01/2003 - 12/2006 Collection Assistant - 03/2002 - 01/2003 Show less