Managed 4 departmental KRs, overseeing creation and tracking. Launched core CS metrics (NPS, Health Score, Churn, CSAT, and ART), hitting 80% of goals in Q1 and Q2. Oversaw customer onboarding processes to guarantee high satisfaction from day one. Implemented CRM automations for efficient lifecycle management and journey optimization. Created an AI tool for "Emotion Scoring" to detect and address recent customer pain points. Developed departmental SOPs and ensured full team adherence to established processes.

Implemented commercial and customer service platforms to support key client success. Built and scaled the sales engine for Tangram’s National Digital Financial Education Olympics. Managed large accounts, driving growth and retention.

Exchange program focused on studying English at Bayswater School, Liverpool, UK.

Implemented Zendesk and Customer X platforms to streamline customer support and success processes. Built and led Customer Success and Support teams from the ground up. Developed strategic training programs to enhance team skills and customer satisfaction over 80%. Managed Manaus operations following investment from Grupo Positivo.