Lucas Rogerio

Customer Experience Analyst @Vivo (Telefônica Brasil)

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Customer Experience Analyst with 4+ years of experience at Telefônica Brasil (Vivo), specializing in end-to-end customer journeys for technical support and service installation. Strong expertise in process design and optimization using BPMN, with a proven track record of leading highly complex, cross-functional projects in large-scale enterprise environments. Recognized for translating complex operational challenges into structured, scalable solutions that improve customer satisfaction, operational efficiency, and service quality. Highly skilled in stakeholder management, process mapping, root cause analysis, and continuous improvement initiatives, working closely with technical, operational, and business teams. Proactive, analytical, and results-driven professional with a strong ability to navigate ambiguity, drive transformation, and deliver measurable outcomes in fast-paced, high-impact environments.

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