Camila Sena

Strategic action with a regional focus, requiring a multicultural vision and strong alignment with global guidelines. Management of a multidisciplinary team with 52 employees and a strong interface with the business, IT, HR and board areas. • Leading strategic projects focused on digital transformation, process automation and improving the customer experience, operating in Brazil and Latin America. • Conducting organizational change management initiatives, redesigning journeys and optimizing interdepartmental flows, using agile methodologies and frameworks such as Design Thinking. Implementation of solutions such as CRM, Chatbot, Power BI, Speech Analytics and migration of telephony to the cloud, generating efficiency gains, cost reductions and increased customer satisfaction. Impact and Results: • Development of a "customer centric" mentality, ensuring that the voice of the customer is included in strategic decision-making. • Autonomy in analyzing and implementing improvements, ensuring impartiality and efficiency. • Strengthened credibility and trust between areas, more reliable data and assertive strategies. • Development of the team's independence and strategic focus, promoting innovation and sustainable growth. • Close collaboration with all business areas, focused on strategies to attract, engage, convert, retain and build customer loyalty. • Significant improvement in indicators such as Complain Here, Service Level, Abandonment Rate and Absenteeism.

Responsible for leading the Operations, Quality and Training areas, with a focus on service excellence, process efficiency and customer experience, with a team of 40 employees, structuring flows, indicators and continuous training programs. • Practical use of CX, UX, Lean UX and Design Thinking to guarantee exceptional experiences for external and internal customers. • Direct supervision of quality indicators (NPS and CSAT) and team metrics (SL, AWT, AOT, ABN), implementation of actions derived from in-depth analysis. Leading the development of internal systems using agile methodologies (Scrum, JIRA) and implementing projects aimed at innovation and humanizing service. • Proactive implementation of actions for strategic development, guided by in-depth studies of performance indicators. • Responsible for monitoring the Reclame Aqui platform, ensuring quality service and managing the company's reputation. • Efficient recruitment and selection, focusing on essential skills for the team. Transforming the service team into a true "service boutique", with a focus on personalization, empathy and high standards of delivery. • Achievement of the best score in the Great Place to Work, reflecting a positive and productive working environment. • Working on the migration and integration project for partner insurers (QBE and AXA), including processes, products and training. Hiring and structuring a bilingual team exclusively for Latin America, serving the entire QBE insurance base with excellence. • Creating and conducting technical training, based on in-depth knowledge of the General Conditions of the products of insurers such as AXA, QBE and Caixa, contributes to the launch of new coverages and services. • Conducting interdepartmental integration initiatives, promoting cross-knowledge of processes, synergy between teams and greater fluidity in operations.

• Leadership in ensuring quality of service for the Operations team, incorporating artificial intelligence training for humanized interactions. • Effective management of quality indicators, using data as a compass for continuous improvement. • Planning and execution of comprehensive programs, including onboarding, retraining and microlearning, ensuring the constant training of the team. • Introduction and significant improvement in the handling of Reclame Aqui, raising the score to 8 and, in some months, achieving periods with no records/complaints. • Maintenance of an exceptional NPS rating, establishing the team in the zone of excellence with a consistent score of 9, reflecting the commitment to customer satisfaction. • Full responsibility for analyzing, recording, monitoring and handling complaints from the operations, customer service and billing sectors. Proactively generating insights from complaints, identifying areas for improvement in operational processes, customer service and billing. • Recording and monitoring compliments, turning them into valuable resources for the marketing team, contributing to lead generation and positive publications. • Developing preventive strategies based on complaint analyses, with a view to minimizing future problems and strengthening the company's reputation.

• Full responsibility for analyzing, logging, monitoring, and resolving complaints originating from Operations, Customer Service, and Billing departments. • Proactive generation of insights based on complaints, identifying opportunities for improvement in operational, customer service, and billing processes. • Logging and tracking customer compliments, turning them into valuable assets for the Marketing team to support lead generation and positive brand exposure. • In-depth understanding of Operations, Customer Service, and Billing, enabling a holistic approach to issue resolution.

• Provision of dedicated customer service (SAC) for claims, both domestically and internationally. • Detailed assessment of received charges, rigorously applying the general terms and conditions of the products purchased by clients. • Responsible for accrediting domestic service providers, ensuring a wide network for medical and dental assistance. • Proactive in-person and phone support to clarify questions from both domestic and international providers, as well as clients. • Knowledge and management of claims occurring outside Brazil, with effective coordination to provide assistance in challenging situations. • Ensured compliance with applicable laws and regulations, maintaining a legally sound approach in claims handling. • Clear and empathetic communication with clients in sensitive situations, providing reassurance and transparency throughout the process. • Effective collaboration with multidisciplinary teams to ensure an integrated approach to claims processes.

• Atendimento aos clientes com sinistros em viagem nacional e internacional. • Garantia de conformidade com normas e regulamentos aplicáveis, assegurando uma abordagem legalmente sólida nos casos de sinistros. • Comunicação eficaz e empática com clientes em situações sensíveis, proporcionando segurança e esclarecendo processos.