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Work Background
SOLUZZIONE – IT ConsultingProcess, Digital & Operations Consultant
Jan. 2023Lead process diagnostics and redesign initiatives focused on operational efficiency, governance,
security, and cross-functional integration. Deliver BPMN AS IS/TO BE mapping, KPIs, customer
journeys, SOPs, and implementation plans alongside multidisciplinary teams.
AZZAS - RetailArea & Senior Project Manager
Sep. 2022 - Dec. 2023Led strategic transformation initiatives across Quality, Product Development, Logistics,
Reverse Logistics, Omnichannel Operations, Inventory, E-commerce, and Customer Experience.
Managed pre-sales and after-sales operations with teams of approximately 150 professionals.
Led customer service transformation and digital experience modernization projects with measurable
operational and CX improvements.
BRASIL TECPAR - TelcoSenior Project Manager – Operations & Customer Service
Jan. 2021 - Sep. 2022Managed operational and customer service transformation projects, including field services with
internal teams and external partners exceeding 200 professionals.
Led implementation of digital channels, CRM initiatives, QA programs, partner auditing frameworks,
and governance committees related to LGPD, Retention, and ESG.
SICREDI - Union CreditSenior Project Management – CX, Digital Products & IT
Jul. 2011 - Nov. 2020Led enterprise-scale digital transformation projects focused on financial products, mobile platforms,
CRM/ITSM implementation (SalesForce, Service Now, SAP), automation, AI-enabled operations,
infrastructure modernization, and cloud migration initiatives.
Managed SLAs, KPIs, operational support governance, cost allocation models
(showback/chargeback), security, and enterprise architecture initiatives supporting large-scale
operations.
HEWLETT PACKARD BRASIL - TechnologyProject Manager
Feb. 2009 - Jul. 2011Managed global infrastructure and security projects involving SAP, Oracle, Linux, Windows,
VMware, and BI environments.
Led initiatives related to business continuity, DRP/BIA frameworks, risk management, cybersecurity
controls, firewall governance, and infrastructure auditing.
BANRISUL - FinancialInformation Security Project Manager
Mar. 2006 - Mar. 2009Led digital certification, PKI, encryption, and banking channel security projects covering ATM,
POS, and mobile banking environments.
Worked with compliance and continuity frameworks including ISO 27001, PCI-DSS, Bacen
Resolution 3380, and Business Continuity Planning (BCP).
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