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Fran Alves has extensive experience in customer experience management, currently serving as CX Manager at Sorte Online since January 2020, overseeing all customer service and administrative activities with a focus on management 3.0 principles. Earlier roles include Digital Customer Service at PagSeguro UOL, where Fran managed digital team operations to enhance customer experience and operational efficiency. Fran has also held positions at J. A. Rezende Advogados, AlmavivA do Brasil, Teleperformance Brasil, and Atento, demonstrating strengths in team management, coaching, quality assurance, and process improvement across various customer service channels. With a degree in Production Engineering from Universidade Anhembi Morumbi and a background in Physical Education from Universidade Bandeirante de São Paulo, Fran brings a diverse skill set to team development and operational excellence.