Responsible for monitoring and improving the customer journey after service, analyzing indicators such as NPS, Reclame Aqui, and SAC. Works on identifying root causes of issues, proposing solutions and process improvements to enhance customer satisfaction. Leads monthly committees with stores that have the highest complaint rates, monitoring action plans and results. Focuses on continuous improvement, customer experience, and operational excellence across all business areas. **About Movida** Movida (MOVI3\) is a car rental company offering innovative urban mobility solutions for every type of need. A pioneer in services such as monthly rentals for individuals, in-car Wi\-Fi, prepaid options, and ChatBot on social media, it was the first rental company in the country to go beyond just cars, helping revolutionize the car rental sector in Brazil. Attuned to modern times, it invests in sustainability, being the first publicly traded vehicle rental company worldwide to receive B Corporation certification, joining an elite group of companies whose business model promotes socio-environmental development. In Brazil, it was the first to launch a program like Carbon Free, which offsets CO2 emissions from customer rentals. Operating since 2006, Movida was acquired by JSL in 2013, went public in February 2017, and today is one of the companies within SIMPAR S.A. With an innovative profile combined with strong corporate governance, it operates in both retail, offering car rentals, and the corporate market, providing fleet outsourcing for businesses, as well as selling used vehicles. After significant investments over the past four years, it maintains a fleet of over 268,000 vehicles, 259 car rental locations, and 89 used vehicle sales points. More information at Movida's website: https://www.movida.com.br/