Thalita Piovesan Marques

As Sr. Manager of Customer Experience for Latin America, I lead the Customer Experience and Continuous Improvement areas, working cross-functionally with Marketing, Sales, Innovation, and other strategic teams. I am responsible for the governance of key CX KPIs (NPS, CSAT, CES) and for managing Voice of Customer surveys (relationship and transactional), achieving over 80% increase in response rate and a +1 point YoY growth in NPS. I drive customer journey mapping initiatives to develop solutions aligned with business needs, conducting deep data analysis to prioritize continuous improvement projects (root cause analysis, process mapping, and implementation of enhancements). I lead CX culture and recognition projects, integrate key business indicators, and translate data into actionable business insights to support decision-making and drive growth. I am also responsible for presenting results and projects to senior leadership, ensuring governance and global alignment.

As Customer Success Manager for Invisalign Brazil, I led a team of approximately 40 professionals, including supervisors, specialists, and analysts, responsible for around 15,000 monthly interactions via phone, email, and WhatsApp. I managed operational KPIs (SLA, ABN rate, AHT, among others) and customer satisfaction metrics (Agent Satisfaction and CSAT), driving strategies to enhance performance and customer experience. In my first year, I increased SLA from 20% to 90%, earning the Service Award 2021. I oversaw the frontline team, training, and quality monitoring, as well as BPO management. I implemented a new service platform (Twilio) and introduced WhatsApp as a channel, improving accessibility and operational efficiency. I conducted root cause analyses to identify the main reasons for customer contact, developing and tracking action plans with internal teams to improve service, ensure scalability, and enhance operational effectiveness. I structured processes and established tactical and strategic governance with the sales team, focusing on post-sales improvements.

As Manager of the Clinical Trainer team for iTero in Brazil, I led a group of 10 specialized professionals, overseeing the strategic and operational management of clinical training for the iTero intraoral scanner. I was responsible for planning, executing, and continuously improving training programs, aligning content and methodologies with global guidelines and local market needs. I managed recruitment, onboarding, and talent development processes, fostering a high-performance and collaborative environment. I maintained close relationships with strategic customers and Key Opinion Leaders (KOLs), supporting the commercial team with product demonstrations, events, and technical training. I also supervised the technical validation of marketing and training materials, ensuring consistency and quality in customer delivery. My leadership helped establish the department as a benchmark for clinical training in Latin America, strengthening brand positioning and expanding iTero adoption in Brazil.

After launching the clinical training operations for the iTero intraoral scanner in Brazil, I was promoted to Sr. Supervisor, leading a team of 10 professionals. I played a key role in recruiting, onboarding, and training the team, as well as structuring processes and workflows to ensure standardized, high-quality training delivery. I led the implementation of teaching methodologies and technical development programs, ensuring the team was aligned with global guidelines and fully equipped to provide excellent clinical support to customers. I maintained close relationships with KOLs, supported the commercial area, and oversaw the creation and technical validation of training and marketing materials. This role established the training department as a benchmark in Latin America, strengthening brand positioning and driving iTero adoption in the Brazilian market.

I was responsible for launching the clinical training area for the iTero intraoral scanner in Brazil, the first country in Latin America to implement this operation. I worked in direct contact with the global leadership team, developing technical and training materials for end customers and supporting the commercial area with in-depth product and market knowledge. I built strong relationships with key customers, especially Key Opinion Leaders (KOLs), and conducted technical training for the sales team, as well as delivering both online classes and in-person sessions at large-scale events. I was also in charge of the technical validation of marketing materials, product demonstrations for the commercial team, and the development of training processes to ensure excellence in customer experience and product usage.

I worked in the Clinical Education area for Digital Dentistry, responsible for developing technical materials and designing courses focused on innovation and digital transformation in dentistry. I provided technical support to the sales team, offering strategic information and guidance to enhance commercial performance, and supported product demonstrations in various settings. I maintained close relationships with Key Opinion Leaders (KOLs) and industry speakers, strengthening the network of influence and promoting the brand within the dental market. This role combined technical expertise with interpersonal skills, ensuring alignment between the company’s value proposition and customer needs. Key skills: training and development | customer relationship | interpersonal skills | teamwork | technical support | digital dentistry | KOL relationship

I worked as a business consultant in the Digital Dentistry area, conducting strategic commercial visits and actively participating in industry courses, events, and conferences. I have technical knowledge of intraoral scanners and 3Shape software, enabling me to provide specialized support to clients, strengthen relationships, and contribute to business growth. This role combined market presence, qualified networking, and interpersonal skills to represent the brand, identify opportunities, and support commercial expansion. Key skills: customer relationship | interpersonal skills | teamwork | technical knowledge in digital dentistry | commercial visits | participation in industry events and conferences

I provided in-person and remote support to dentists and dental technicians across Brazil and Latin America, using channels such as TeamViewer and phone assistance. I offered technical guidance on equipment usage (CEREC/Ineos IN Fire), addressing software (CEREC and Inlab) and hardware issues, as well as support on consumable materials and dental project requirements. I was responsible for managing equipment loan processes, liaising with financial and logistics teams, and overseeing returns to the technical assistance department. I supported the sales team with product mix and licensing information and conducted product demonstrations in the showroom for clients and at industry events. I maintained direct contact with the technical support team in Germany for product reporting and alignment. I prepared weekly spreadsheets for critical clients and contributed to annual service improvement projects, such as creating a FAQ section for the company website and expanding hardware expertise for more accurate troubleshooting. I participated in continuous training sessions with teams in Brazil and Germany and represented the company at dental events and conferences, strengthening relationships with customers and strategic partners.

I worked in a private dental practice, focusing on general dentistry with an emphasis on prosthetics and implant-supported prosthetics. I conducted initial patient consultations, including anamnesis, dental charting, and diagnosis, to fully understand each patient’s dental needs. I was responsible for developing personalized treatment plans and presenting/closing these plans with patients, ensuring clear communication and alignment between expectations and expected outcomes. This role combined technical expertise and interpersonal skills to deliver high-quality care and achieve high levels of patient satisfaction.

I worked in general dentistry at a Primary Healthcare Unit, providing dental care to children and adults, in collaboration with ASB (Dental Assistant) and TSB (Dental Technician) teams. I also worked at the Dental Specialty Center, performing general dentistry consultations for adult patients, including anamnesis, dental charting, diagnosis, restorative dentistry, simple extractions, prophylaxis, and referrals to specialists. I met the performance targets set by Brazil’s Unified Health System (SUS), delivering up to 10 appointments per day (24 hours per week) and completing an average of 50 treatments per month, ensuring efficiency and quality of care.