Ricardo Balbino is a professional with over 12 years of experience in BPO, holding a degree in Business Administration from Uninove. He has extensive experience managing operations in the Telecom, Healthcare, and Food sectors, having participated in the digital transformation of market leaders such as Habib’s, Ragazzo, and Alô Tia Eda. Ricardo has also worked with renowned clients such as Burger King, McDonald's, and Starbucks. Currently, he manages Claro's sales operations, with a strong focus on SAC 4.0 operations and Reclame Aqui. Ricardo specializes in operational indicators such as service level, abandonment rate, AHT, ASA, AWT, ATR, FCR, occupancy rate, forecast, capacity, breaks, turnover, absenteeism, and business indicators such as average ticket.