At CMM — Centros Médicos e Reabilitação, I lead six customer-facing and support functions, working across the customer journey for approximately 300,000 customers. I coordinate service improvements with 18 team coordinators and approximately 100 employees.
I created a central Contact Center from scratch, which expanded from one unit to five major units with a seven-person team. Mandatory callbacks brought lost calls close to zero.
I also centralised billing and scheduling teams, standardised procedures across clinical units, and managed the group-wide complaint process. I use customer feedback and root-cause analysis to identify process improvements, including proactive contact when a consultation delay above 20 minutes is expected.
Before becoming Chief Customer Officer, I managed commercial, marketing and agreements at CMM, including relationships and negotiations with insurance companies and institutional partners. I’ve also trained professionals in Marketing and CRM, and contributed to ISO 9001 quality-system documentation and selected Kaizen practices.
