Emannuelle Rover

As Operations Leader, I am responsible for managing 5 leaders and a Stone Customer Retention and Profitability team. During this period, I worked on the following projects: - Restructuring the Profitability area with a focus on Stone customers, scaling the entire operation to deal with customers contacted through the CRM team - Unifying the Retention and Profitability operations of Stone customers - Managing the operation to meet organic demands and also active contacts with customers, identifying volume bottlenecks and acting to generate efficiency - Executing CRM customer service plans with a focus on Upselling credit products and acquiring contracts - Managing actions to optimize the top of the funnel and convert customers through CRM initiatives and improvements in the commercial process - Reports and feedback for the CRM, Pricing and Service teams

Senior Leader in the Profitability area, focusing on Insurance and Credit sales (Working Capital and Credit Card), working through written channels (Chat and WhatsApp) and also over the phone. During this period, I worked on the following projects: - Evolution of the Insurance Sales Process, which resulted in increased performance in the conversion of the written channel (chat and WhatsApp). - Creation of the Follow-Up Flow for contacts with insurance and credit customers, considering communication over 3, 5 and 10 days. - Responsible for the Credit Card sales pilot, identifying the product's persona, analyzing conversion and validating communications together with the CRM team. During the pilot, I was responsible for structuring the sales process for the product, training sales consultants, and providing product feedback based on interactions with customers. - Evolution of the loan sales service classification tree, focusing on identifying improvements in the product and CRM communications, increasing conversion and expanding the possibilities for sales through other credit products.

Profitability Leader focused on Banking solutions, responsible for: - Creating sales processes and encouraging usability of sales solutions; - Creating and validating a schedule for executing communication rules jointly between teams; - Structuring the area, scope and functions together with the Profitability, CRM and Products teams; - Documenting and validating learnings from processes; - Creating and validating product communication rules; - Executing communication rules together with product PMs and the Marketing team; - Analyzing results, conversions and learnings from communications. During this period, we built a communication rule that encompassed several products, which was executed by the Profitability, CRM and Products teams.

I help people make decisions with more awareness and purpose. I work with Career and Leadership Mentoring, focusing on conscious decision-making, defining a career map, and aligning life goals according to your ideal scenario. As a leader, I provide services focused on connection, confidence in the position, and the development of people and results. I use consolidated tools combining self-knowledge and personal development for people who are looking for clarity for their next steps. From this, I created the MAPA method, which combines Mindset, Self-Knowledge, Planning, and Action, so that the entire process consists of understanding your moment in life and adapting your journey to your ideal scenario. During the process, I also help with creating and adapting resumes, reviewing Linkedin, and simulating interviews.

As Head of Customer Success, I worked on restructuring the area, remodeling processes and defining roles. During this period, I was responsible for: - Defining roles and target KPIs; - Defining the Customer Journey together with the Sales team; - Defining the service model to be used with customers; - Defining the indicators that make up the customer Health Score; - Structuring the process to reduce Churn; - Creating customer engagement and expansion strategies; - Creating playbooks used in Customer Success; - Team leadership and people management. As a result, during this period, we had: - An increase in the activation rate of integrated customers, going from 29% to 71% of customers; - Reducing the Average Activation Time after onboarding from 24 days to 18 days; - Increasing the Average GMV of customers by 130% in 4 months.

Como Head de Expansão, entrei com a missão de auxiliar na criação de processos e fomentar a cultura da empresa durante o período que nos preparamos para a expansão comercial do nosso produto. Nesse período já participei dos projetos: -Criação do modelo de Processo Seletivo usado no time Comercial e atualmente de Sucesso também; -Criação do modelo de Feedback 360 aplicado entre os meses de janeiro e junho; -Criação do modelo de Onboarding de novas pessoas; -Gestão de pessoas

- Gestão e desenvolvimento dos consultores comerciais - Análise e gestão de carteira de clientes - Contratação e treinamentos de consultores - Análise e acompanhamento das metas e dos resultados do polo - Participação e condução de Feedbacks no modelo 360 - Elaboração, juntamente com os consultores, dos Planos de Desenvolvimento Individuais.

- Prospecção de Clientes; - Planejamento e Execução de Rotas; - Gestão da carteira e Pós-venda.