Work experience

• 99PDirector - Customer Experience and Operations

  DiDi

  2021.01-Current

  (5 years)

  2023.11——Present，99Pay Director - Customer Experience and Operations. Customer experience and operations business unit lead for our DiDi Fintech (99Pay) in Brazil (payments and credit business). Reporting directly to the CEO Brazil and CX functional c-level, leading a team of 500+ professionals (internal and outsourced ops), including 9 senior/managers; Accountable for end-to-end Customer Experience strategy, touchpoints and metrics (NPS, CSAT, SLAs, cost per ticket); Accountable for regulatory and critical operations (ombudsman and central bank, reclameaqui, social media channels); Building new sales team to support business growth. 2022.08——2023.12，Senior Manager - Regional Customer Experience. Leading customer experience operations and vendor management in LATAM (Brazil and Mexico business) for DiDi Fintech business (99pay in Brazil and DiDi Mexico). Leading 3 managers, ~20 HCs, ~400 outsourced employees. Scope covering payments, cashloan and credit card business, antifraud (AML and others). Accountable for fintech service operations across both countries and main service metrics: SLA, CSAT, productivity. 2021.07——2022.09， Manager - Global Strategy & Operations. Responsible for Customer Experience strategic processes and performance improvement at global level, defining success criterias (OKRs) and managing resource allocation. Interact, engage and present to senior and executive leadership (Directors and C-Level). Defined global governance and reports. Capability and Business Development projects.
• Manager - Global Business Development

  BAT

  2017.11-2021.07

  (4 years)

  2019.10——2021.07，Manager - Global Business Development. Responsible for structuring and leading the performance improvement agenda in 15 operations across the world engaging senior and executive leadership (Americas, Asia and Europe). Structured and led a new performance area and an Operational Excellence Program implementation across multicultural teams. Senior leadership engagement and communication (chief of staff for Operations VP). 2018.09——2019.10，Manager - Supply Chain. Led an inbound logistics operation, managed a budget of USD100mn. Managed a team of ~100 reports and other 3rd parties. Internal and external stakeholder engagement across two states (Paraná and Santa Catarina) and local authorities, engaging and managing multiple partners. Factory shutdown project. 2017.11——2018.10，Manager - Operations. Led an strategic logistic project to optimize cost and efficiency and implementation of basic KPIs and routine management.
• Leader - Operations

  AB InBev

  2016.03-2017.07

  (a year)

  Role as production line leader. Led a project to increase quality on packed products.

Educational experience

• IESE Business School

  Trilingual Executive MBA, Business Administration and Management, General

  2022.08-2024.04

  (2 years)
• MITx Courses

  Master in Supply Chain Management

  2021.06-2022.07

  (a year)
• Universidade Federal de Uberlândia - UFU

  Bachelor of Industrial Engineering

  2011.01-2017.01

  (6 years)

Languages

Certificates