Consultant and lecturer specialized in Customer Experience (CX), Customer Service, and Total Customer Satisfaction.
Mediator and attorney specialized in consumer-related issues.
Author of a world’s innovative Customer Experience Theory titled “Diversion of the consumers’ productive resources: the harm of time wasted”. (“Desvio Produtivo
do Consumidor: o prejuízo do tempo desperdiçado”. Thomson Reuters, 2011). The theory, which is being increasingly applied by the Brazilian courts, focuses on the companies’ great implicit
mission of making available their customers’ productive resources.
Author of the world’s first multidisciplinary and systematic ethical Customer Service Code (“Código de Atendimento ao Consumidor”, Thomson Reuters, 2011). The
Code focuses on Customer Experience and Total Customer Satisfaction.
Graduate in Law from Estácio de Sá University (Brazil).
Founder of Brazil’s first web-based mediation platform specialized in consumer-related issues.
Mediation training in the Offices of the Ombudsmen of Belgium and Portugal.
Further studies in Quality Service at Disney University (USA) and the Getulio Vargas Foundation (Rio de Janeiro).
Graduate in Business and Marketing from Indiana University Bloomington (USA).
Sales and Marketing director in the premium brand industry (Brazil / Austria).