Melina Ribeiro

Main responsibilities: • Manage the architecture and platforms of digital channels supporting 32 million customers across 14 Brazilian states; • Lead the development and enhancement of e-Care solutions to increase customer adoption, improve operational efficiency, and ensure excellent customer satisfaction; • Integrate market solutions into the company’s existing architecture and business processes to enable better customer journeys; • Ensure that the channels comply with regulatory requirements and adapt to diverse rules and social contexts; • Promote a data-driven culture by encouraging the use of data in decision-making across the organization, focusing on initiatives that deliver real value to both customers and the business; • Lead and develop a multidisciplinary team focused on professional growth and achieving results.

Main Responsibilities - Customer Analytics - Diagnoses, problem understanding and hypothesis testing - Mapping and development of Journeys - Optimization and delivery of value through product backlog management - Research, co-creation and prototyping of solutions - Executive reports

Main responsibilities: Lead a high performance multidisciplinary team into several projects related to the mapping of the buying journey, structuring diagnoses of impacts and losses, aiming to transform pain points into opportunities for improvement; Analysis of sales quality KPIs, creation of control points related to the customer experience with new products and processes and hands-on performance in squads that interfere in the consumer's life cycle; Creation and management of a national customer experience program, involving different types of sales channels, training dozens of leaders across the country with the design thinking methodology that impacts over 6,000 people; Implementation, management and construction of insights from Speech Analytics tool, structuring data that can be converted into process improvements and new journeys; Conducting workshops and building executive reports of the themes related to the activity (NPS, early churn, productivity, customer manifests in critical channels, etc.). Main results 2020 (YoY): Reduction of ~40% of sales complaints; Boosting of 8% in productivity of sales; Reduction of 1p.p of early churn.

Main responsabilities: Creation and management of performance indicators & process structuring of all technical operations in the country. Some responsibilities: - Creation and management of ~10 performance KPIs; - Creation, implementation and management of installation processes; - Analysis of management capacity vs annual forecast; - Dimensioning of technical strength; - Planning for material allocation; - Follow up and ensure board adjustments on regulatory issues; - Direct leadership of 10 people.

Responsible for the management of technical performance KPIs of NE area (Piauí, Ceará & Maranhão), supporting managers in strategy planning and decision-making.

Responsible for mapping and designing the company's technical service processes. Main responsibilities: - Creation and management of processes for the technical service; - Implementation of the technical service evaluation model (KPIs); - Interface with operational managers, acting on quantitative and qualitative variances;

Internship in the technical area of University of Fortaleza. Main responsibilities: - Maintain, configure and testing of local networks; - Simulation of fiber optics circuits with matlab; - Reports of usage and data flows.