Marcelo Souza

Marcelo Souza is a seasoned professional in customer experience and quality analysis with extensive experience at Vivo (Telefônica Brasil) since August 2019, where roles include Customer Experience Consultant and Customer Experience Senior. Marcelo specializes in enhancing customer journey points, leading multidisciplinary teams, and using agile methodologies and Design Thinking to improve NPS. Prior experiences include a role as Quality Analyst at SESI São Paulo, focusing on process restructuring and stakeholder engagement, as well as an innovation agent at SEBRAE, implementing management tools and analyzing business data. Early career experiences include an internship in engineering at Rede Globo and international work as a Lift Operator at Mount Snow. Marcelo holds a degree in Telecommunications Engineering from Universidade Federal Fluminense and an MBA in Business Analysis from FIAP.