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Karina Sapucaia has extensive experience in control desk operations, customer experience management, and strategic planning. Currently serving as CXM Control Desk at will bank since July 2023, Karina has previously held positions such as Strategic Planning Analyst at Ferreira & Chagas Advogados and Control Desk Analyst at ML Serviços Financeiros and PersonalCob. Earlier roles include Assistant in Control Desk functions at Grupo DNR and Contax, as well as administrative support at Service Bank, where responsibilities involved analyzing titles and managing cash collection systems. Starting as a Credit Analyst at TMS Call Center, Karina has developed a strong foundation in operational analysis, strategic oversight, and customer service. Education includes ongoing studies in Process Management and an earlier degree in Administration from FAPPES.