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Lais Floriano Nepomuceno has a background in customer experience operations and business improvement, with a focus on assessing and enhancing client satisfaction metrics. Lais has experience working in various roles within customer service and business architecture in companies like 99, DiDi, Pier Seguradora, and TeleTech. Their expertise lies in continuous process improvement, channel structuring, and implementing automated functionalities to enhance customer service. Lais has also been involved in analyzing user satisfaction metrics, generating insights, and monitoring new feature performances to drive customer experience improvements.