Responsible for monitoring indicators thinking about improvements in operational processes in the risk area, quality monitoring, preparation of consolidated reports, study of suspicious profiles and their due transactions; Expert in interaction (CX) in CRM system, answering questions, requests and complaints about the product; Service through email, chat and voice. Educator leader, assembling and reformulating training materials; Feedback on agents; NPS analysis; Time sheet administration; Training done via Teams and face-to-face. Training instructor, assembly of training materials; Reformulation of materials; Face-to-face and remote training; SAP System; Microsoft Office/GSuit - Excel Intermediate, English Intermediate.