I led the regional operation, ensuring service levels, customer experience, and critical case management. I implemented executive dashboards and proposed AI-powered automation. I coordinated teams and functional areas.

65% reduction in management time through redesign and standardization of regional processes. Implementation of executive dashboards and AI-powered automation.

I led the customer service operation, managing customer experience, quality, service levels, and Voice of the Customer mechanisms. I coordinated improvement plans and strengthened the student experience.

30% increase in service level agreement compliance and improvements in response and resolution times. Implementation of NPS surveys and executive reports.

I designed reports and action plans to improve survey scores and student experience. I monitored NPS and other satisfaction and retention indicators.

Design and implementation of satisfaction surveys and NPS analysis to improve the student experience.