Isabela Favoretto

Responsible for: - Data Analysis and Monitoring: The goal is to equip backoffice areas (Settlement, PIX, Chargeback, Financial Schedule) with data, reports, monitoring, alerts, and studies, aiming to deliver assertive solutions and relevant success indicators, capable of driving the necessary transformation to improve our customers' experience. - Critical Projects and Processes: Identify improvement opportunities or risk assessments, define and structure action plans to address opportunities or mitigate identified risks, assess benefits and impacts, monitor, and ensure the implementation of plans related to: internal initiatives, product pipeline initiatives, critical processes (audit and risk occurrences). In addition, this team is also responsible for identifying opportunities to enhance backoffice processes using AI and Generative AI. - Automation: Manage and evolve the automation of backoffice areas, focusing on migration to core systems. - Incorrect Billing: Focus on identifying the root causes of issues that may result in incorrect billing, govern and lead new initiatives to mitigate this scenario, conduct elasticity/risk analysis and studies to balance customer experience € rental revenue, machine loss, FCR, among others.

- Team Management of 10 employees + 2 operations outsourced partners; - Responsible for providing data products (KPIs, dashboards, analysis, case studies) for all Operations Executive Management (including Chargeback and PIX backoffices); focused SLA efficiency, cost reduction, assertiveness and consequently, NPS increase: +19 data products delivered in Q3/24. - Business Owner of Financial Operations, being responsible for leading a process automation initiative which resulted in 40% annual operational cost reduction.This initiative involved more then 10 processes and 8 different squads, among them: transaction cancellation, MDR and rent payment/charge reversals, rent negotiation fee application. - Responsible for operational assessment and pilot execution for the launch of new products and services.

- Team Management of 6 employees + operations outsourced partner (60+ employees); - Financial operations management, involving processes such as transaction cancellation, MDR and rent payment/charge reversals, rent negotiation fee application, among others- 700k+ financial transaction; - BO of Financial Operations, being responsible for demanding squads for new and innovative solutions regarding rental payment, MDR charges, transaction cancellation and others.

- Team Management of 7 employees + operations outsourced partner (50+ employees); - Governance, execution and continuous improvement of 30+ customer data processes, among which: Negotiation fee Application, Annual Customer Data Update (Regulatory), Customer bank account validation- 2MM executions/month - Active Participation in strategic projects, being responsible for demanding squads for new and innovative solutions regarding Customer Data Registration.

- Customer Data Focus Point in 20+ strategic and regulatory projects, among which: Central Bank Circular 3978 (Compliance Procedures and Prevention of Money Laundering | Know your Customer), PIX (Online Payment Solution), Central Bank Circular 3952 (Receivables Registration); - Responsible for customer data registration strategy, focusing on innovative and digital initiatives; - Responsible for demanding and prioritizing system developments with customer data registration squad.

- Customer Data Focal Point in Stelo | Cielo Integration, responsible for customer data rules definition and validation within Brazilian Federal Revenue Bureau; - Responsible for defining and implementing sub acquirer customer onboarding process; - Responsible for 98,5% reduction of settlement transaction rejection, through new process management and control implementation; and 70% SLA reduction of settlement transaction reversal process.

- Responsible for establishing daily connections with different business segments (Health, Retail, Manufacturing, Finance and others), in order to identify the business challenges and assertively guide them towards the best Salesforce solution to achieve their goals (CRM, Marketing, AI); - Business Opportunity qualification and pipeline generation.

Project Leader Development and implementation of new customer service management model (inspection/equipment replacement/ team training) based on processes' synergy and improvement for 100% of walk-in centers of Coelba, Celpe and Cosern resulting in: • Financial efficiency (2.4 MM/year); • Neoenergia Group processes' standardization; • Process modernization. Development of a New Customer Service Model Proposal for Neoenergia, focused on transforming customer experience within walk-in centers though customer digital migration, customer journey identification, infrastructure, IT centralized management, CS processes modernization: • New CS Model proposal construction and approval; • Project Planning and programming: identification of main activities, strategic alignment, milestones and documents related to the project; • Focal points and project team selection; • Activities designation; • Current OPEX/CAPEX mapping x project costs- cost analysis and viability; • Schedule management; • Project development management; • Main challenge identification and risk reduction/ mitigation planning; • Project status and development disclosure to sponsor, superintendence and directory.

- Customer Experience Strategic Project follow-up and management; - Data mining and Dashboard development for new processes performance indicator analysis; - Process innovation related to Customer Service and Billing, achieving both cost and customer service time reduction; -Focus on Active relationship; - Customer Survey development using Net Promoter Score concept. Feedback analysis, focusing on important inputs that lead to process improvement; - Development of First Call Resolution and Customer Service Agents empowerment.

- Automation and process improvement regarding C&I Customers; - Development and automation of personalized dashboard for C&I customers, providing strategic information about energy consumption, demand and billing.

- Performance Indicator development, focused on customer satisfaction, reducing revenue delivery time and promoting cost reduction; -Billing processes management (Performance Indicator follow-up, customer register update, duplicate issuing); - Billing process mapping, resulting on improvement opportunities identification and cost reduction actions.

- Development of English classes focusing on business and conversation; - Application of group dynamic focused on Lean Manufacturing concepts in order to empower industry employees.

Science without Borders student at University of Derby, Derby- UK.

Engineering Project focused on: - Identifying the components of an electrical line bush; - Manufacturing processes development; - Cost research of the line bush components and machinery needed to develop the assembly of the line bush.

Member of OGX (Outgoing Exchange), seeking for interniship opportunities for foreign students and acomplish partnerships with companies in Itajuba city.

Science without Borders student at School of Manufacturing and Production Engineering located at Derby University, Markeaton Campus.