Erick Moreira Ramos

I lead and structure the Partner Onboarding operation, with end-to-end responsibility for strategy, processes, quality and performance, driving sustainable growth and operational excellence. Key areas of responsibility: Structuring and leading the Partner Onboarding function Defining processes, guidelines and operational governance Building the end-to-end onboarding flow for restaurant partners Strategic involvement in the development of the Keeta Brazil app Team leadership, including recruitment and selection of bilingual professionals KPI monitoring, goal setting and continuous improvement initiatives Results-driven approach focused on scalability, efficiency and strong integration between Customer Experience, Quality and business strategy.

Customer Experience & Quality Consultant, supporting companies in operational transformation and CX optimization through data-driven strategies and high-impact execution. Key areas of expertise: CX and Quality audits across customer support operations Design and execution of customized action plans focused on operational efficiency and performance Monitoring and analysis of key KPIs (CSAT, NPS, AHT), driving continuous improvement initiatives Advisory support to leadership on process optimization, quality governance, and performance management Development of executive reports, diagnostics, and strategic recommendations aligned with business goals Results-driven approach, with a strong focus on measurable outcomes, operational excellence, and sustainable CX and Quality evolution.

• Leadership of the 24/7 Customer Relationship Center, managing multi-channel support teams with focus on performance, quality, and customer experience • Ownership of recruitment, onboarding, training, and development of customer service teams • Definition and tracking of goals, OKRs, and CX KPIs (CSAT, NPS, AHT, SLA) • Development of data-driven customer service strategies and continuous improvement initiatives • Performance analysis and problem-solving using PDCA, Ishikawa, and 5 Whys methodologies • Implementation of customer service tools and technologies (CRM platforms, automations, and chatbots)

Acted as Quality Coordinator for one of Atento’s largest and most strategic accounts (Facebook/Meta), with direct responsibility for quality governance, performance management, and continuous improvement of customer experience indicators. Key responsibilities and achievements: Strategic leadership focused on achieving operational and quality targets Management and analysis of Quality and CX KPIs (CSAT, DSAT, NPS, Issue Resolution) Development of managerial and executive reports to support data-driven decision-making Design and delivery of training programs based on quality monitoring insights and process analysis Execution of structured feedback sessions and 1:1s focused on the development and performance of Quality Analysts Application of continuous improvement methodologies (PDCA and COPC) Monitoring of productivity, operational efficiency, and performance metrics

Led Quality teams supporting multiple high-profile national and international client accounts across industries such as technology, mobile apps, and automotive, with strong focus on performance management, quality governance, and operational excellence. Key responsibilities and achievements: Management and development of Quality Analyst teams, driving performance and continuous improvement Direct relationship with international clients, leading business review meetings in English, presenting results, and defining quality guidelines and processes Ownership of quality targets and operational goals across multiple accounts Analysis and monitoring of CX and Quality KPIs (CSAT, DSAT, NPS, Issue Resolution) Creation of managerial and executive reports to support data-driven decision-making Design and delivery of training programs based on quality monitoring insights and process analysis Execution of structured feedback sessions and 1:1s focused on team development Application of continuous improvement methodologies (PDCA, COPC, and Lean Six Sigma) Monitoring productivity, operational efficiency, and performance metrics Leadership of onboarding processes for new team members

Led customer support teams focused on Driver Partner experience in one of Uber’s largest operations in Brazil, with strong emphasis on performance management, service quality, and people development. Key responsibilities and achievements: Team leadership with ownership of 1:1s, structured feedback, and continuous development initiatives Leadership of in-person Driver Partner support at the company’s largest operation, based in São Paulo (Barra Funda) Design and delivery of training programs to improve service quality, efficiency, and standardization Delivery of onboarding sessions and presentations for new Driver Partners Monitoring operational metrics, productivity, and performance indicators Support of onboarding and integration processes for new team members

Personalized personal service for service providers / platform customers, focused on engagement and use of technology via application. Problem solver, facilitator, responsible. Point of contact in specific situations to ensure a better understanding of the process. Weekly lectures for new customers and employees.

Rotina administrativa e comercial desde o cadastro de novos clientes no sistema à finalização da venda. Emissão de relatórios e planilhas de acordo com metas mensais. Foco na qualidade do atendimento comercial a clientes B2B e B2C. Atendimento direcionado ao e-commerce: Vendas e orientação ao cliente.

Rotina administrativa relacionada ao cadastro de alunos iniciantes, emissão de relatórios referente à presença dos alunos aos cursos, palestras e eventos. Controle e manutenção de faltas, nota de provas, entrega de trabalhos e emissão de certificado de conclusão de curso. Controle de envio de mailing referente a programação de palestras e cursos. Atividades relacionadas a compras: Cotação de material para escritório, eventos (montagem de estande, material gráfico, brindes). Negociação e contratação da prestação do serviço.

Revisão e tradução de documentos, contratos, documentos de cessão de titularidade, procurações e afins. Montagem de processos relacionados a área de patentes e propriedade intelectual.

Acompanhamento e participação em ações promocionais em conjunto com a área de Marketing Utilização do sistema SAP para lançamentos de notas fiscais,consulta de débitos e pendencias, controle de estoque e acompanhamento de entrada de materiais; Recebimento e conferência de mercadorias; Controle de Estoque, entrada e saída de materiais; Cadastro de novos clientes(bancas); Atualização de dados cadastrais; Acompanhamento e controle na logística de entrega de produtos e jornais; Solução de problemas relacionados a reclamações de colaboradores.