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Marcell Capilla has over 20 years of experience in the Contact Center and BPO sector, having progressed from teleoperador to Superintendente, with a strong background in managing high-performance teams in sales and advanced collections within banking and telecommunications. Currently serving as Superintendente at emDia | Grupo Santander since November 2021, Marcell's prior roles include Head of Operations and Planning and Commercial Director at CredGroup, Operations Manager at Sercom Contact Center, and Corporate Manager at CSU CardSystem. Marcell's professional expertise encompasses digital solutions, business strategies, financial planning, and client satisfaction. Educationally, Marcell holds an MBA in Business Management from both Universidade Cidade de São Paulo and FGV - Fundação Getulio Vargas, as well as a degree in Information Systems from Universidade Cruzeiro do Sul.