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Melissa Belato Fortes started her journey at Companhia do Metropolitano de São Paulo – Metrô in 2002. She is an architect and urban planner, with a master’s and doctorate in the area of urban mobility. Highlight for the following activities developed in the Metro: projects to study the flows of the stations most directly involved with the 2014 World Cup; post-occupancy evaluation process of the stations; accessibility projects; revitalization of stations. Since 2019, she has been a manager, where she held the position of coordinator of the engineering department and currently holds the position of Head of the Passenger Relations Department. This Department is responsible for being the voice of passengers in defense of their rights, clarifying their duties, as well as guiding everyone equally, with courtesy, respect and courtesy during their travel experience.