Barbara Feitosa

Customer experience and retention manager @Medsenior

Customer ServiceEngineerConsultingCustomer Success ManagerCase ManagerClient Relations SpecialistCustomer Care SpecialistCustomer Retention SpecialistService Quality ManagerIndustrial EngineerBusiness AnalystAdvisorCustomer ResearcherEngagement Manager

As the leader of innovation at Mil Sênior Lab, I am passionate about creating and implementing solutions that improve the quality of life and well-being of the elderly population. With a master's degree in engineering management and multiple certifications in business administration and innovation, I have the skills and knowledge to manage complex projects, optimize processes, and deliver value to customers and stakeholders. I have over four years of experience in customer excellence, strategy, and consulting roles, working with leading companies such as Nubank and Vale. In my previous positions, I was responsible for planning and controlling the chargeback operations, defining the service capacity teams, monitoring the performance metrics, and managing BPOs. I also defined the strategy plan and the CX methodology for Mil Sênior Lab, organizing the lab by squads, building the OKR metrics, and developing the communication plan. I have strong skills in market research, product management, quality management, project management, and strategic planning. I am always eager to learn new technologies, methodologies, and best practices that can enhance my work and the impact of the lab.

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