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Theandra Costa has extensive experience in customer operations and support, currently serving as Lead - Cx Ops at Creditas since June 2021, overseeing a hybrid team focused on loan products. Prior roles include various leadership positions at Shopee and Uber, where Theandra managed high-performing customer service teams, implemented innovative support strategies, and enhanced performance through data analysis and process mapping. Theandra is pursuing a postgraduate specialization in Strategic Data Management and Analysis at PUC Minas, with a previous degree in Business Processes from Universidade Presbiteriana Mackenzie.