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Gabriel Carvalho is a product manager at Arena. Gabriel has also worked as a customer experience management at Bradesco Cartões from May 2013 to November 2017. Gabriel has a vast experience in preparing panels (MIS) to support management decision-making. Gabriel has also used the methodology based on Design Thinking to develop the Customer Journey, identify and measure opportunities in operational processes. In addition, they have also been involved in projects and Initiatives focusing on the client's vision: adaptation of the processes to bring them closer to the client, raising awareness of the pillars involved in the service. Gabriel has also conducted Focus Groups to survey opportunities and improve customer experience. Furthermore, they have also organized forums and workshops to present the holistic view of the customer, trends, and innovations in the customer service market.