Cristina Fagundes

Moving to Germany, marriage and adaptation to a new cultural context. Completed an integration course, improved German language skills, and immersed in the local routine, strengthening key competencies such as adaptability, intercultural communication, and resilience. A period of major change and expanded vision on how to connect and collaborate in multicultural environments.

Direct management of the Support Analyst team; Strategic monitoring of quality and service level indicators; Lifecycle mapping and control of support tickets using Agile Methodologies; Coordination of processes focused on usability and UX; Oversight of new system developments, with usability and customer experience as key priorities;

User support focused on business rules, procedures, processes, and system functionalities; Development of test scripts and user acceptance testing routines, focused on UX and continuous improvement; Detailed process mapping focused on usability; Creation of support materials for all user levels: user manuals, quick reference guides, FAQs; Handling various demands using Agile methodology, interfacing between commercial, technical teams, and users.

Management of the Training area: onboarding, refreshers, new product/system launches; Management of various Quality KPIs required by ANATEL – SMP, IDA, among others; Management of customer experience processes focused on Customer Success, Loyalty, Retention, and Continuous Improvement.

Management of Training and Quality areas; Design, control, and needs analysis of operational, behavioral, and technical training (in-person and online); Development of tools to monitor training indicators and effectiveness; Mapping and control of customer journey and lifecycle flows focused on Service, Loyalty, After-Sales, Retention, and Win-Back strategies; Management of customer experience processes focused on Customer Success, Loyalty, Retention, and Continuous Improvement.