Edilaine G de Souza

Edilaine G de Souza is an experienced professional in customer experience management, currently holding the position of Senior Customer Experience Coordinator at QuintoAndar since November 2020. Responsibilities include overseeing BPO management focused on customer experience indicators and service quality, as well as developing team leaders to ensure operational performance aligned with corporate KPIs. Previously, Edilaine served as a Supervisor of Customer Experience at Grupo ZAP from September 2016 to January 2020, where achievements included enhancing post-sale customer journeys, establishing a Key Account cell within the CX team, and restructuring customer success teams. Edilaine's career began at Grupo Contax, where leadership of call center operations contributed to proficiency in managing team performance and operational metrics. Edilaine holds an MBA in Business Management from Uninove - Universidade Nove de Julho and a degree in Contact Center Management.