Experience

Pravaler

• Brazil
• Financial Services
• 400 - 500 Employee

• Diretora de Produtos

  • Dec 2021 - Present

  São Paulo, Brazil



Ame Digital

• Brazil
• Financial Services
• 500 - 600 Employee

• Head of Products & Loyalty

  • May 2020 - Nov 2021

  São Paulo, São Paulo Product and Loyalty leader, reporting directly to Group C-level Structured Shopper (consumer features) and Seller (payments services) units with around 45 direct and 150 indirect reports, being responsible for building both products units, as well as the sales distribution channels; Responsible for the loyalty practice in the organization, led strategic discussions that defined group’s loyalty program design and implementation – including, but not limited to management processes, service… Show more Product and Loyalty leader, reporting directly to Group C-level Structured Shopper (consumer features) and Seller (payments services) units with around 45 direct and 150 indirect reports, being responsible for building both products units, as well as the sales distribution channels; Responsible for the loyalty practice in the organization, led strategic discussions that defined group’s loyalty program design and implementation – including, but not limited to management processes, service agreements and compliance. Show less



Esfera

• Brazil
• Retail
• 1 - 100 Employee

• Products & Customer Experience Superintendent

  • Jun 2019 - May 2020

  São Paulo Products/CX leader, reporting directly to CEO Led the project implementation of the new platform of the Esfera loyalty program, from Banco Santander, which involved the exchange of the points engine, new marketplace website and new customer service system, for a period of 7 months. The new platform generated great efficiency for the program in the short term, in addition to expanding the company's ability to scale its value proposition. The new processes and systems allowed substantial… Show more Products/CX leader, reporting directly to CEO Led the project implementation of the new platform of the Esfera loyalty program, from Banco Santander, which involved the exchange of the points engine, new marketplace website and new customer service system, for a period of 7 months. The new platform generated great efficiency for the program in the short term, in addition to expanding the company's ability to scale its value proposition. The new processes and systems allowed substantial evolution of customer experience, reflected in the increase in NPS. The challenge involved structuring the Product and CX teams, implementing agile principles/methodologies to conduct the project and post-go live evolution. Show less



Livelo Brasil

• Brazil
• Consumer Services
• 500 - 600 Employee

• Customer Experience Superintendent

  • Jan 2016 - Jun 2019

  Barueri CX Leader, reporting directly to CEO Structured and managed the newly created CX area for Livelo, the Banco do Brasil and Bradesco’s loyalty program. As a consequence from project success, appointed responsible for the Customer Service area, leading several experience evolution projects, such as NPS, chatbot, automation, capturing better customer perception and operational efficiency The chatbot project resulted in important benefits, reaching 90% retention and 20% reduction in contact in… Show more CX Leader, reporting directly to CEO Structured and managed the newly created CX area for Livelo, the Banco do Brasil and Bradesco’s loyalty program. As a consequence from project success, appointed responsible for the Customer Service area, leading several experience evolution projects, such as NPS, chatbot, automation, capturing better customer perception and operational efficiency The chatbot project resulted in important benefits, reaching 90% retention and 20% reduction in contact in the call center. Show less



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Manager of Sales & Customer Services

  • Jul 2010 - Dec 2015

  São Paulo Area, Brazil Main Projects: o Sales Optimization: participated in the streamlining of credit card sales process, focusing on functional mapping and to be value chain design for a major Brazilian financial group with potential benefits of US$ 30M. o Business Origination Transformation: coordinated the optimization of business origination, focusing on to be process and architecture design for a major Brazilian financial group with delivered benefits having reached over US$ 200M p.a. o Loyalty… Show more Main Projects: o Sales Optimization: participated in the streamlining of credit card sales process, focusing on functional mapping and to be value chain design for a major Brazilian financial group with potential benefits of US$ 30M. o Business Origination Transformation: coordinated the optimization of business origination, focusing on to be process and architecture design for a major Brazilian financial group with delivered benefits having reached over US$ 200M p.a. o Loyalty Program Transformation: coordinated the transformation of a loyalty program, focusing on operational and technical solutions to reduce costs and maximize customer satisfaction on short and long term for a major Brazilian issuer of credit cards with delivered benefits having reached over US$ 100M p.a. o Digital Commerce Business Architecture: coordinated the architecture of a new business based on loyalty and payment for a major Brazilian financial group with potential revenues of US$ 100M p.a. o Commercial Transformation: lead sales force automation by designing the new process and platform for a major international agribusiness group with potential revenues of US$ 10M p.a. Show less



Grupo Apisul

• Brazil
• Insurance
• 500 - 600 Employee

• Coordinator of Sales Strategy & Project Manager

  • Nov 2007 - Mar 2010

  Porto Alegre Area, Brazil - Structuring the Sales Strategy department, supporting the company to consolidate the planning and commercial management: processes, strategic and operational KPI’s, training and benefits; - Project Manager of the ERP system implementation: teams and deadlines management, functional specification of commercial processes and customer management;



Omnilink

• Brazil
• Information Technology & Services
• 300 - 400 Employee

• Account Manager

  • Dec 2004 - May 2006

  Porto Alegre Area, Brazil - Sales of vehicle tracking, risk monitoring and logistics services for the transport sector; - Client prospecting and relationship management



Siemens

• Germany
• Automation Machinery Manufacturing
• 700 & Above Employee

• Sales Representative

  • Mar 2003 - Nov 2004

  Porto Alegre Area, Brazil Sales of security projects, building automation and fire prevention; Client prospecting and relationship management;



Kretschmar do Brasil Ltda

• Sales Representative

  • Mar 1998 - Jan 2003

  Porto Alegre Area, Brazil - Selling and promoting of mattresses and accessories for retail;