Heloisa Gabardo Caron

Led digital transformation and process optimization projects in the Marketing and Sales division, coordinating cross-functional teams to ensure customer-focused solutions and operational efficiency. Key Achievements: ● Commercial Process Improvement: Led the implementation of continuous improvements in commercial processes and tools, enhancing internal sales efficiency and contributing to a more agile and productive operation. ● Multidisciplinary Team Management: Coordinated teams of developers, key users, and process specialists, ensuring customer-focused solutions that directly impacted service quality. ● Digital Transformation and Innovation: Led digital transformation projects, promoting the adoption of new technologies and innovative practices that increased productivity and provided a sustainable competitive advantage. ● CRM Strategies: Developed CRM strategies that strengthened B2B customer relationships, resulting in increased loyalty and sustainable growth.

Responsible for CX strategic management, leading NPS and CSAT surveys across the company and in specific areas and for the implementation of strategic projects focused on continuous customer satisfaction and loyalty improvement. Key Achievements: ● Customer Satisfaction Growth: Led internal and external NPS surveys, increasing customer satisfaction by 15% and achieving the company's historical record. ● Customer Journey Enhancement: Developed strategies to optimize the customer journey and service quality. ● Internal Process Transformation: Implemented internal research systems that increased team productivity by 210%. ● Operational Project Leadership: Led service level improvement projects in pricing, logistics, and cement, concrete, and aggregates operations. ● PMO Role: Implemented automated tools that reduced manual processes by 10% and eliminated 25,000 annual service tickets. Led a migration study from Salesforce to a customized solution aligned with commercial team needs, improving efficiency and personalization.

Led the B2B sales strategy for the industry and infrastructure segments. Managed commercial operations in São Paulo's interior and Minas Gerais, focusing on sustainable growth and brand expansion. Key Achievements: ● Key Account Negotiation: Led strategic negotiations with key accounts and other major clients, ensuring alignment with commercial goals and strengthening long-term relationships. ● Market Share Expansion: Significantly increased Votorantim Cimentos’ market share in the region, with a particular focus on growth and competitiveness in Minas Gerais.

Responsible for commercial and marketing plans, leading projects that integrated IT, logistics, marketing, services, and sales areas. Key Achievements: ● Retail Client Strategy: Developed and implemented strategies for small and medium-sized retailers, integrating logistics, pricing, product, and communication solutions for operational efficiency. ● Payment Innovation and Delinquency Reduction: Implemented new payment models (additional credit and installment payments), increasing revenue and cash flow while reducing delinquency rates. ● Commercial Service Transformation & Product Launch: Launched an innovative service model for small retailers and led the introduction of Liga para Massa Itaú, expanding brand presence.

Corporate Job Rotation Program. Key Achievements: ● Strategic Market Analysis: Conducted feasibility studies for expansion in Bolivia and mapped the waste co-processing market in Brazil, providing insights for expansion and sustainability strategies. ● B2B Market Development: Implemented Mobile Laboratories to expand the industrial cement consumer market, strengthening brand presence and client base. ● Communication & Influencer Strategy: Designed and executed the digital influencer engagement strategy, increasing brand reach and reputation. ● Talent Development Project: Led the strategic mapping and market positioning for rigid pavement solutions as part of the Potenciar program, focused on growth and internal capacity building.

Sales Management and Marketing extension course, promoted in partnership with the Laiob Institute, focusing on theoretical classes, case studies and technical visits.