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Work Background
EurofarmaPO/PM
May. 2024 - Apr. 2025- Managed “Programa Lena” increments development: a solution for tracking Nuvyor (lenalidomide) prescription and dispensing. After these increments, 70% of the solution functionalities are self-service (previously, it was 30%), reducing
the reasons for calling the contact center;
- This solution was built with low-code software customized for Eurofarma’s needs. Besides doctors and pharmaceuticals, Eurofarma’s business, regulatory and contact center teams used the solution to keep track of the medicine;
- Conducted strategic discovery for other solutions that Eurofarma wanted to evaluate the feasibility of their implementation;
- Increment of the audit trail adding more filters and making the data more readable for business and regulatory teams;
Foundever™Sr. Manager of CX Sales and Solutions BR
Dec. 2022 - Oct. 2023- Responsible for the commercial and solutions team, structuring all the prices and commercial proposals to support Operations Managers, Hunter and Account Manager. 11 new business and cross/upsell projects sold, varying between social
media, trainings and customized solutions;
- Structured Digital Solutions Sales OPS within 1 month;
- Responsible for all the company's answers to RFPs;
- Responsible for architecting all the solutions offered to the clients, considering both internal and vendors solutions;
- Implemented and supervised a local digital transformation program to bring more innovation and automation to the clients and, within 6 months, 65% of all current clients had their operations assessed;
- The program consists of a deep dive into each client's operation, evaluation of the KPIs and building a roadmap of solutions to be implemented according to the client's KPIs and strategic goals. 100% of all the assessments done had, besides a report presentation with the diagnosis, proposals for remodeling the customer support service, making it more digital e more likely to improve the NPS score;
- Responsible for finding local partners to meet the clients' needs and replicate the same solutions the company has globally but that don't attend the local needs such as pricing and customized features;
Sitel GroupGlobal Solutions Continuous Improvement and Quality Manager
Apr. 2022 - Dec. 2022- Part of the global team that supported all the local digital, learning, tech, and analytics solutions teams. This team was composed of an HR Manager, Finance Manager and PMO;
- Responsible for standardizing processes between teams from the same vertical and different countries, and also between different verticals;
- Responsible for identifying improvement points in the workflow of the solutions teams - within verticals, between verticals, or between the solutions verticals and other regular BPO teams;
- Act as a facilitator, conducting 20+ discovery and co-creation workshops with different methodologies with the local teams, to identify pain points and solutions and prioritize these solutions, structuring a roadmap of activities to be implemented by the support team. The pain points were related both to integration issues as well as product incrementing needs;
- Work along with the support team to standardize all teams (12) allocation and cost report so the board could have the same view and data concept for profitability evaluation;
SYKES Digital ServicesOperations and Content Manager
Apr. 2020 - Apr. 2022- Responsible for the operations of the contracts, from implementation to maintenance, ensuring all the SLAs set, ;
- Team management of 6 employees, responsible for content production, communication strategies and data analysis;
- Project management for large global enterprises such as Claro Brasil, Claro Peru, Viva Bolivia and Abbott Brasil, using agile or waterfall methodologies and being their key point of contact on a daily basis. Achieved 30% decrease in the content production timelines and 20% decrease in the clients requests for adjustments;
- Content strategy planning, taking into consideration SEO best practices and the platforms usage reports;
- Supervision of content creation, both in Portuguese and Spanish, ensuring a high-quality output;
- Acting as a PO running the sprints and managing the backlog for the customers that adopt an agile methodology;
- Responsible for designing new deals and solutions scopes, proposals and staff sizing for regular clients or new prospects;
- Designed, developed and delivered, along with the team, custom digital solutions for the customers and their operations like the Pharmacy Exchange System for Abbott Brasil. It's a system that enables users to go to a local pharmacy to exchange a faulty device instead of waiting for the device to be shipped and its MVP was live within 1 month;
SYKES Digital ServicesSenior Project Manager LatAm
May. 2019 - Mar. 2020- Project and community manager for Vivo account, structuring the operation with the implementation of reports and content planning and backlog routines;
- Responsible for all the content and development deliveries, for the self-service solutions focused on the end-user and on the call center operation, increasing the projects delivered in time;
- Also responsible for planning the content strategy for the Vivo's community and coordinating the community analysts team.
E/OU-MRMProject/Account Manager
May. 2016 - May. 2019- Project and account manager for different clients like GM, Suvinil, Banco Votorantim, Raízen, LATAM and Whirlpool, managing each client during the onboarding and ongoing phases;
- Was one of the main point of contact of the clients;
- Developed, along with creative and strategic teams, different CRM and CX projects;
- Oversaw, for GM, both Brazil and Argentina teams and projects;
- Managed the IT team during the creation, development, deployment and maintenance of a mobile app for supporting all Raízen's CRM initiatives;
Agência CyrkProject Manager
Sep. 2015 - Apr. 2016- Worked with clients such as Havaianas, Cacau Show, Bradesco, Honda, Discovery Channel, Gomes da Costa and Continental Pneus;
- Responsible for managing the extra-fee projects, prospects' projects and footage and vídeo production;
- Monitored the teams' monthly schedule analyzing each account's profits;
- Supervised the project analyst working with the team's daily schedule;
- Managed third parties, from the budget until their payment;
Try Consultoria e PesquisasProject Manager
May. 2014 - Sep. 2015- Along with the design leaders, I was responsible for coordinating all the projects from their sales until the reports presentation and projects wrap up;
- Worked with companies such as Google, Ambev, Electrolux, Mambo, CI, HBO, Cielo and Net for projects such as information architecture, UX Design and researches like contextual reasearch and ethnographic;
- Responsible for projects schedules setup and management, deliverables on time, team schedules and productivity monitoring and risks management. Besides that, I was also the main focus point for the clients and third parties, negotiating
budgets and contracts for each project;
- Also I assisted on commercial activities and internal and external events, focusing on our services divulgation;
WMcCannProject Manager
Jul. 2013 - Dec. 2013- Spearheaded the migration project of all GM websites (desktop and mobile) to a new platform, in both Portuguese and Spanish;
- Coordinated the creative team, comprising 9 art directors and assistants, and served as the primary point of contact for development teams based in Buenos Aires and Detroit, and GM marketing teams across Latin America.
EnivranceAssistant Project Manager and Designer
May. 2012 - May. 2013
Folha de S.PauloTrainee - Visual journalism
Oct. 2011 - Mar. 2012
Editora GloboInternship
Sep. 2009 - Dec. 2010
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