Letícia V.

- Define and drive key milestones and projects that shape the Trust & Safety roadmap, ensuring alignment with strategic priorities. - Continuously improve Trust & Safety processes and policies by evaluating existing workflows and proposing innovative, scalable solutions. - Lead and coordinate Trust & Safety projects from concept to delivery — including business case development, implementation, and post-launch follow-up. - Manage and nurture relationships with internal and external partners to ensure effective collaboration and operational excellence. - Prepare analytical reports and dashboards to extract actionable insights and support strategic decision-making. - Maintain and update the Trust & Safety Knowledge Base, training materials, and all content (Help Center articles, PWAs, etc.) to ensure accuracy, consistency, and alignment with current processes.

- Managing the Operation in LATAM, closely monitoring team’s work (quality, performance and efficiency) - Reporting and KPIs analysis - Outsourcing management - Providing regular feedback on team’s work, needs, main blockers, wishes

- Responsible for overseeing the successful execution of high level customer support within the organization's operational functions, ensuring support and services are delivered on time, within budget, and meet quality standards by coordinating with stakeholders to achieve operational goals and improvements. - Focusing on streamlining processes, enhancing efficiency, and implementing new initiatives across different departments within the business.

Implementation of Agile methodologies in the team, enhancing agility, collaboration, transparency and project deliveries

• Planning and implementation of the customer experience project in company (achieving over 400 people integrated per year); • Development of the welcoming people project; • Customer service and weekly contact with people; • Preparation and analysis of spreadsheets and reporting; • Weekly follow-up on the progress of the integration process; • Conducting classes and events for the target audience; • Conducting interviews and individual assistance; • Training people and teams to welcome and integrate people; • Weekly management of these teams; • Interface between the institution's internal areas to promote an unique experience to people.

• Responsible for the CEO agenda (scheduling meetings, events and travels); • Customer Service; • Participation in strategic company meetings; • Responsible for the general accounting of the office (payments, cash flow, accountability).

• Developed the project "Database on social participation - 2016", registered in the IPEA's Research Subprogram for National Development; • Management of the "Participação em Foco" website, producing content, feeding data and broadcasting news and publications to the audience.

• Responsible for writing Diplomatic Telegrams and Official Messages; • Responsible for reviewing preparatory documents about the countries that would be forwarded to the Minister of State and the Presidency of Brazil.