Fernanda Reis da Rosa

Head of Customer Experience & Collections

Kontempo

Nov 2022 - Current (3 years 6 months)

As the Head of Customer Experience & Collections, I lead and manage the team while defining strategies and objectives focused on improving portfolio recovery and ensuring an outstanding customer experience. I prioritize continuous improvement of our customer onboarding process and providing ongoing support throughout their journey. I leverage key metrics to identify areas for optimization and ensure we consistently meet performance targets. Working closely with sales and product teams, we resolve issues promptly, incorporate customer feedback, and make data-informed decisions to enhance and evolve our product.

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Customer Relationship &Experience Manager México

CREDITAS MEXICO

May 2022 - Nov 2022 (7 months)

Manager of the Customer Experience teams level 1 and 2 of attention, responsible for E2E service of our prospects and clients at Creditas Mexico. In charge of the company's social media management and quality process of Customer Journey. People management, structuring of processes, indicators, planning of objectives, key results, and initiatives. Leader of the Creditas Benefits business unit in Mexico, responsible for product origination, portfolio management and indicators.

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Customer Experience Coordinator

CREDITAS BRASIL

Oct 2020 - May 2022 (1 year 8 months)

Leader of the service operation of the business Unit of @Work (payroll loans, marketplace Creditas) and social media of Creditas. Internalization and structuring of the relationship for Cards, Digital Account, and flexible benefits card. Articulation with stakeholders. Mapping and improvement of BPO processes and management. Tracking KPIs and customer journeys. People development and management.

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Customer Relationship Coordinator

Jul 2019 - Sep 2020 (1 year 3 months)

Coordinator responsible for Creditas post-sale operations. In charge of administrative and financial processes to achieve excellency in our customer relationship. Management of customer portfolios. Improvement projects and control of metrics. People development and management. Leader of the project of creation and structuring of the B2B relationship and collections team of our Payroll Business Unit.

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Customer Relationship TeamLeader

May 2018 - Jun 2019 (1 year 2 months)

Backoffice team leader in the post-sales team of Creditas, responsible for the reconciliation of payments and control of client's portfolio. Improvement and development of processes and operation automation. Monitoring and control of team goals and results. People development and management. Direct relationship with investment funds, Collections and Customer Relationship teams.

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Customer Service Analyst II

Jan 2018 - Apr 2018 (4 months)

Analyst in the servicing area that covers all post-sales contact, payment reconciliation and all financial support. Client portfolio management. Direct contact with business partners and investment fund administrator for problem solving and process improvement. Constant submission of reports on the status of the client portfolio of investment funds. Analysis of payments and control of delinquency and provision of the fund. Training of new team members. Backoffice team leader in the post-sales team of Creditas, responsible for the reconciliation of payments and control of client's portfolio. Improvement and development of processes and operation automation. Monitoring and control of team goals and results. People development and management.

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Customer Service Analyst I

Aug 2017 - Dec 2017 (5 months)

Direct relationship with the client portfolio and default control. Analysis of payments to the investment fund, reconciliation of amounts received and reporting. Specific portfolio management of the pilot project with the Uber partner, serving customers, reconciling payments, and building reports.

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Customer Experience Intern

Feb 2017 - Jul 2017 (6 months)

Intern in Customer Relationship, through advice and consulting to customers who are seeking a loan with collateral. Responsible for efficiency in communication through service channels. Planning of projects related to improving the customer experience on our platform and post-sales monitoring.

Customer TeamFinance Management Intern

Procter & Gamble

May 2016 - Feb 2017 (10 months)

Finance internship with support for the sales team responsible for Cash&Carry and Drugstores clients. Advice for sales teams and for buyers. Accounts Receivable control, price formation, interest control and collections, billing control. Build reports for sales teams and accounts receivable. Development of expansion project for distributor customers

Fernanda Reis da Rosa

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