Marilia Fernandes is a seasoned professional in customer excellence and operations innovation, currently serving as a Senior Customer Excellence Analyst at Nubank since April 2021. Marilia specializes in operational metrics management, BPO performance, and implementing automation enhancements in customer service related to credit card financing. Previous roles at Nubank include strategic support for leadership, NPS analysis, and continuous improvement initiatives across various customer experience functions. Prior to Nubank, Marilia held several positions at Shopee, including Subject Matter Expert and Dispute Mediation Analyst, contributing to customer success and process automation. Marilia's career began at Multilaser Industrial Ltda, where significant experience was gained in marketing administration and customer relationship management. Marilia holds a Bachelor's degree in Administration from Uninove - Universidade Nove de Julho, completed in 2017.
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