• Serve as a frontline support resource for customer inquiries, escalations, and service issues. • Monitor and analyze customer service metrics to identify trends and recommend improvements. • Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns. • Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems. • Support onboarding and training of new customer service representatives. • Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met. • Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution. • Monitor ERS performance metrics and provide regular reporting to leadership. • Develop and maintain ERS protocols and escalation procedures. • Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends). • Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions. • Monitor provider and vendor performance, identifying opportunities for optimization and consistency. • Develop and maintain performance scorecards, reporting tools, and insights for leadership. • Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization. • Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices. • Manage or contribute to ERS-related projects, pilots, and technology enhancements. • Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations. • Support risk mitigation strategies and ensure compliance with safety, service, and operational standards. • Serve as an escalation point for complex or high-priority roadside events. • Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making. • Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms. • Translate operational data into actionable insights for teams and partners. • Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations. • Provide coaching, technical guidance, and training to junior analysts and ERS team members. • Represent ERS in cross‑functional meetings and strategic planning sessions.

• Use best practices and available tools to elicit the functional and non-functional requirements the system to be developed must meet. • Guide, monitor and direct developers regarding the use of requirements-process tools. • Capture a common vocabulary; classify the system's critical processes; participate in prototyping. • Define report specifications. • Define audit trail logging. • Describe the user interface. • Develop supplementary specifications. • Develop a requirements management plan. • Document information classification. • Prepare supplementary specifications. • Prepare a glossary. • Prepare a requirements list. • Develop a system access profiles matrix. • Prepare system messages. • Specify functional requirements / use cases. • Structure the use case model. • Conduct the requirements approval meeting. • Elicit, document and prioritize preliminary requirements. • Maintain business rules.

• Elaborar a previsão diária e semanal de caixa, consolidando movimentações operacionais de pagamentos como insumo de liquidez para a liderança; • Analisar e explicar desvios entre orçado e realizado nas movimentações de caixa, subsidiando decisões com visibilidade estruturada; • Manter e evoluir o modelo de forecast, incorporando sazonalidades, eventos não-recorrentes e mudanças no perfil de pagamentos; • Calcular e publicar os KPIs da área: eficiência de pagamentos, índice de atraso, prazos médios de aprovação e outros indicadores operacionais; • Garantir disponibilidade de caixa para liquidação dos pagamentos aprovados, gerar as remessas e transmitir aos bancos parceiros. • Contribuir com especificações para a evolução das automações de pagamento; • Atuar como ponto focal técnico do squad em ERP financeiro, apoiando a evolução do sistema atual e participando ativamente da transição para o novo ERP corporativo (especificação de requisitos, testes e integrações); • Apoiar a integração financeira de empresas adquiridas (M&A), quando aplicável: mapeamento de processos da área, padronização de cadastros e migração para o ERP central.

• Lead the end-to-end commercial design for high-value CAPEX and OPEX transactions, advising Sales leadership on advanced pricing architectures and negotiation strategies to win competitive accounts. • Build comprehensive business cases and TCO/ROI analyses that clearly articulate the financial superiorities of Everpure's cloud and on-premise offers against legacy competitors. • Apply global pricing frameworks and investment criteria to non-standard deals, balancing creative customer-centric structures with revenue accounting standards and Everpure's risk threshold. • Analyze regional renewal and expansion patterns to develop repeatable, high-velocity playbooks that systematically elevate win rates across the Americas. • Transform pipeline trends and ROI data via SFDC and Tableau into actionable, field-facing commercial insights that empower sales teams to make faster, higher-quality decisions.