Samuel Souza

Petronect is the largest B2B marketplace in Brazil for the oil and gas supply chain. Founded in 2002, we deliver secure, transparent, and efficient procurement solutions that connect buyers and suppliers nationwide. Guided by strong values and driven by innovation, our purpose is to provide an outstanding procurement experience and be recognized for excellence in everything we do.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Samuel Souza is a purpose-driven leader. Over more than 25 years in marketing and relationship management, he has consistently maintained that technology is merely a tool, and the true focus should be on people. Known for his active listening and his ability to combine empathy with strategy, Samuel stands out for his capacity to inspire teams and turn challenges into opportunities.

He took over the Executive Board of Administration, Relationship, and Marketing at Petronect in 2022, shortly after the announcement of the termination of the contract with its sole client: Petrobras. Instead of retreating, he led the company's complete repositioning with a focus on empathy, experience and legacy. He restructured the culture, purpose and operations based on Customer Centric principles by providing a more human, inclusive and accessible journey to the clients.

His leadership has left lasting marks: engaged employees, more loyal clients and a more respectful and efficient public procurement ecosystem. Samuel not only advocated for empathy; he put it into practice every day.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

In comparison to 2023, the 2025 numbers listed below for service indicators reflected the direct impact of this management. The overall employee satisfaction index (TAF/EMP) jumped from 77 to 86; the Average Resolution Time (ART) dropped from 26 hours to 1.5 hours; SLA compliance reached 100%; and cases resolved within 9 hours increased from 58% to 98%. Corrections on the portal decreased from 15 to 1 per month and complaints fell from 1,000 to 433. The customer satisfaction index (CSAT) improved from 3.8 to 4.6. These advances were also reflected in financial results: net profit went from -49.4% to 10.1%.

Still achieving important awards and certifications for Petronect in the areas of customer experience, customer success, employee experience, risk management, ESG and D&I, in this journey both nationally and internationally, between 2023 and 2025, with a total of 43 awards. Notably, in 2025 alone, the company was recognized by the market with 14 trophies in Brazilian awards in the categories of customer relationship and journey, 5 awards in the innovation category and the international achievement at the Customer Centricity World Series (LATAM) in the Business Transformation category, which highlights the entire Petronect journey.

Among the key points, the most important is the reversal of a negative result of 49% in 2020 to positive margins above 8% starting in 2023.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Samuel Souza's achievements are unique due to the context and the consistency which they have been accomplished. Under his leadership, Petronect turned the termination of the contract with its sole client-and consequently of the company: Petrobras-into a true new beginning. In opposite to market norms, a transitional scenario has been transformed into a case of excellence in customer experience in the public B2B sector, a rare and highly significant feat.

Even in the face of adversity, Samuel led the implementation of strategic initiatives that prioritized the needs of the client Petrobras and promoted innovations capable of generating real value.

These actions resulted in process improvements, operational excellence, efficient people management, the adoption of sustainability practices and financial growth for Petronect. During the same period, he/she strengthened an organizational culture with a direct impact on employee engagement, brand reputation and business sustainability. He/She implemented a consistent ESG agenda, achieving Bureau Veritas certification, established the Diversity Committee (Diversinect) and the social responsibility program (Reconect), reinforcing that empathy is not merely a customer service guideline, but a core value embedded throughout the business strategy. This approach was decisive for the extension of the contract with Petrobras, which is valid until 2026 and for market recognition.

This success story was acknowledged in 2025 when Samuel was awarded Professional of the Year at the CSX Week Awards in the Customer Success category and at the Track.co Customer Experience Award, recognitions that confirm not only the effectiveness of his work, but also the unique nature of his achievements, which have become a benchmark in the market.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Here are articles published in the Brazilian press containing information about Petronect's achievements, led by Samuel Souza.

• Press article: Premiação CCSW - Petronect Press article: Certificação ESG Petronect
• Press article: Petronect conquista ouro e prata no Prêmio Abemd
• Press article: IA sugere opções de fornecimento à Petrobras | TI INSIDE Online Press article: Petronect usa Gemini para resumir mensagens - Baguete
• Press article - Petronect é ouro no Prêmio Smart Customer 2025 - Call to Call
• Financial Results: 213679-Demonstrações Contábeis - v.08.02.docx.docx; 213679-Demonstrações Contábeis - v.08.02.docx.docx
• Events in which Samuel Souza participated
• Linkedin: (1) Publicação | Feed | LinkedIn ( Award at Track.co - Customer Experience Professional of the Year 2025)
• Linkedin: (1) Publicação | Feed | LinkedIn (Award at CSX Week, the largest experience and customer success award in Latin America)
• Linkedin: (6) Publicação | Feed | LinkedIn (Wellington Paes' voting statement, from Conexão Costumer, at the CSX Week award)
• Petronect Portal Links
• Links: www.petronect.com.br
• Link: Petronect (Diversity and Inclusion Program) Link: Petronect (ASG)
• Link: Petronect (Reconect)