Emmanuelle Machado

Responsible for designing and continuously enhancing the service strategy to drive operational excellence and quality in our customer service for the Mobility business unit across Latin America, Egypt, New Zealand, and Australia' markets. Leading a global team spread across various countries that manages local and global initiatives, leveraging expertise in process improvement & standardization, service design, and customer journey management to ensure superior service delivery.

Responsible for leading the Culture department in the CX area, managing employee engagement, communication, learning and development initiatives for over 300 employees and 45 leaders across 14 countries, divided into 6 cross-country teams. Additionally, I spearhead the development and implementation of customer-centric culture programs across all businesses and countries within the International Business Group.

Leading the CX operations for the Fintech business. Responsible for develop the customer experience strategy and structure the CX area (channels, operating model, process, systems...). Leading and nurturing a high-performing team, fostering a culture of excellence and accountability. By implementing continuous improvement initiatives across all business areas in BR and China, I ensure that our CX strategies remain aligned with evolving market demands taking the voice of customer as the primary input for product roadmap and development.

Responsible for designing the customer experience strategy and structure the CX area (channels, operating model, process, systems...) for the new business. Actively building relationships across business teams to run the continuous improvement of our services as Fintech bringing the customer interest to the center of the decisions;

Working as the project manager for strategic projects in the CX area: Outbound operation for acquisition, 99Home country expansion project, BPO implantation for 99Home business, Itinerant customer care (Cabin, truck, airport booth);

Leader of different customer support teams and responsible for pilot specialized service models;

Management of a fashion retail business unit. Managing and developing people, processes and products. Budget control and strategic planning to leverage results. Big achievements such as reaching and surpassing the target in all 16 KPIs in my second year.

Management and consultancy for exchange students. Controlling the exchange process across borders.

Strategic planning to achieve results in exchanges, through marketing actions, analysis and process improvement, Campaign Planning, Brand Management and Events.

Communication Planning - Creation, Development and Execution; Campaigns - Project Management - Events.

Trainee Projects in Graphic Design, from customer relationship to project execution; Administrative Director - Junior company processes management.