Andréa Menezes Souza

Andréa Menezes Souza has a diverse work experience in various customer service and management roles. Andréa is currently the Head of Customer Experience at Will Bank since 2022. Prior to that, they worked at Petz as the Operations and Customer Relationship Manager from December 2021 to July 2022. Andréa also served as the Head of Customer Service at C&A from July 2020 to December 2021. Andréa previously worked at Luxottica as the Customer Service Manager from June 2017 to July 2020.

Before that, they were assisted by Lee Hecht Harrison in career transition processes from May 2016 to June 2017. Andréa gained valuable experience at Natura, where they held multiple roles, including Digital Commercial Manager and Customer Service Manager, from January 2014 to April 2016.

In their role as Digital Commercial Manager, Andréa was responsible for managing a digital community of over 27,000 Natura Digital Consultants, creating strategies for activation, training, and sales support. Andréa also played a key role in prospecting new digital consultants, coordinating internal departments, evaluating and hiring external partners, and defining training materials.

As a Customer Service Manager, they led the design and construction of the new Natura Service Center, overseeing contract negotiations, team selection and training, defining service channels, developing reports, and improving internal processes. Andréa managed a team of 300 employees, including supervisors and coordinators.

Prior to Natura, Andréa worked at B2W Digital, where they held positions such as Operations Manager, Customer Service Coordinator, Supervisor of Customer Service (Submarino brand), and Customer Service Analyst (Submarino brand). In these roles, they were responsible for areas such as back-office operations, delivery, quality, and customer service. Andréa was actively involved in the company's merger process and implemented projects to improve service efficiency, customer satisfaction, and operational performance.

Overall, Andréa Menezes Souza has demonstrated a strong track record in customer service leadership, operations management, and strategic planning throughout their career.

Andréa Menezes Souza completed their Bachelor's degree in Publicidade e Propaganda from 2003 to 2007 at Universidade Nove de Julho. Andréa also obtained their MBA in Digital Marketing from FGV - Fundação Getulio Vargas in 2015-2016. In 2009-2010, they pursued a course in Gestão de Operações, Produtos e Serviços from FGV. Additionally, they have obtained several certifications on topics such as Emotional Intelligence, Managing High-Performing Professionals, and Maintaining a Healthy Routine in Remote Work from LinkedIn in 2022.