Apoio à Administração

• Nov 2022 - Present

Executive MBA

• Sep 2019 - May 2021

People, Innovation, Customer Relationship, and Service Delivery Management

• Sep 2011 - Jun 2019

Gerdau is a company present in 10 countries, the largest Brazilian steel producer and one of the main suppliers of long steel in the Americas. I worked as the nationwide Customer Relationship, People and Compliance Manager of Gerdau´s Pension Fund, the 5th largest in Brazil, with assets exceeding 1 billion euros and with over 30,000 clients/participants.During this period, I was responsible for:Customer Relationship Management• Acting as the spokesperson for the organization and responsible for coordinating financial literacy and education initiatives. Frequent guest speaker at corporate events.• Monitoring the corporate agreements between Gerdau Previdência and the insurance companies (life insurance and non-life insurance policies available to the participants) + the healthcare providers.• Improving strategic goals for customer service change, aligning deviations with the organization's strategic direction, objectives, and customer expectations. • Fostering and sustaining productive and strategic customer relationships, having improved the Customer Satisfaction Score from 62 (out of 100) to 90 in a 30.000 people + universe.• Developing key processes to ensure scalable growth within Customer Success.Compliance and People Management• Developing the internal processes and systems to implement the Compliance and Financial Education Program, which were both successfully applied within the organization in 2 years’ time.• Managing & monitoring Service-level agreements (SLAs) as well as legal contracts.• Monitoring the processes in abidance of the company´s Code of Ethics and Governance Manual and the Fulfillment of all Compliance procedures established by the Group.• Managing Conflict Resolution & Complaints. • Recruiting and developing employee engagement strategies. Growing workplace results through Employee Experience. Creating and maintaining a team working environment that encourages accountability, high standards, and innovation.

Consultant

• 2007 - 2011

Freelance Consultancy services targeting public and private sector strategic management. During this period, I was responsible for:• Coordinating the External Audit Process of the Youngster of the Future project, sponsored by Unibanco´s Institute.• Providing Consultancy services within the framework of Analysis, Review and Consolidation of the legislation concerning the Direct Administration of the municipality of Indaiatuba.• Providing Consultancy services within the implementation of the Local Plan for Social Interest Housing of the municipality of Bariri.• Providing Consultancy services within the framework of revising the Technical and Administrative Processes of the Childs Foundation from São Bernardo do Campo.• Providing Consultancy services within the Implementation of Indaiatuba´s Criminal Diagnosis and Municipal Security Plan.

Lawyer

• 2006 - 2007

Independent practice of law, also performing the functions of lawyer in Direção Geral de Viação (public body), Delegation of Viana do Castelo, Portugal Independent practice of law, also performing the functions of lawyer in Direção Geral de Viação (public body), Delegation of Viana do Castelo, Portugal

Public Prosecutor

• 2003 - 2005

Held the post of State Prosecutor at the Public Prosecutor's Office of Portugal, in the Judicial Court of São João da Pesqueira. During this period, also sporadically performed the above functions in the Judicial Courts of Tabuaço and Moimenta da Beira. Held the post of State Prosecutor at the Public Prosecutor's Office of Portugal, in the Judicial Court of São João da Pesqueira. During this period, also sporadically performed the above functions in the Judicial Courts of Tabuaço and Moimenta da Beira.