At Propay S.A., I structured and led a six-person Customer Success team, introduced customer segmentation in HubSpot, and created onboarding playbooks and Quarterly Business Review routines. These changes reduced churn by 39% in 2025 versus 2024.
I raised NPS by 29 points by implementing Close the Loop and Voice of Customer practices. I also increased expansion revenue by 15% through integrated governance across Customer Success, Customer Experience, Product, Commercial, IT, and Marketing.
At PagSeguro / PagBank, I managed digital logistics and payment products, including Envio Fácil, Return Manager/Yami, and payment links. A new one-off shipping-label purchase feature generated 30% incremental revenue for Envio Fácil.
Across roles at Mercado Livre, Teleperformance Brasil, and other organizations, I worked across customer experience, customer success, contact center, and logistics operations. I co-authored “CX & CS: Creating Experiences That Generate Value – From Strategy to Action.”
