Cassia Gabriel

Cassia Gabriel has extensive experience in customer experience management and operations, currently serving as Coordenadora de Operações at B3 since March 2016. Cassia's responsibilities include managing customer experience (CXM), analyzing indicators such as NPS and quality, and overseeing supplier management and personnel with a focus on results and continuous improvement. Previously, Cassia held various roles at B3, progressing from Analista de Operações Júnior to Sênior, emphasizing customer journey and satisfaction alongside BPO management. Prior to B3, Cassia worked at BV Financeira SA as a CX specialist in credit recovery and held senior analyst positions focused on strategy development for reducing delinquency and implementing recovery campaigns. Cassia holds a bachelor's degree in Business Administration from Universidade Metodista de São Paulo.