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Work Background
CarrefourAnalytics Manager
Feb. 2023 - Feb. 2024São Paulo, Brasil- Developed and implemented strategic policies for data democratization, ensuring secure, efficient access across the organization. These policies empowered teams to leverage data independently and effectively.
- Managed and optimized data pipelines to ensure productivity and data integrity throughout the data lifecycle, supporting critical business decisions with high accuracy and efficiency.
- Built and implemented detailed statistical insights on compensation data, including key metrics like GGS.
- Led complex data automation projects with two vendors, streamlining processes and enhancing operational efficiency, resulting in significant time and cost savings for the organization.
Utilized analytics to provide strategic support to health and benefits teams, guiding decision-making on policies and plans through precise, relevant insights.
Managed and analyzed diversity and inclusion data, fostering a more inclusive and equitable workplace. My initiatives contributed to the development of impactful policies and practices.
Led the creation and maintenance of advanced SQL routines to facilitate relational data use across teams. Additionally, I developed Python routines to ensure consistent data updates and efficient handling over time.
Stayed at the forefront of People Analytics trends, implementing continuous process improvements and new tools to maintain technological leadership within the organization.
Ensured compliance with data privacy and corporate policies.
Skills: Communication, Data Management, Statistical Data Analysis, Python, Data Engineering, Leadership, ETL (Extract, Transform, Load), SQL
Grupo ServicesSpeech Analytics | Quality | OKR
Jan. 2021 - Jun. 2022Curitiba- Accountable for the implementation and structuring of Speech Analytics (AI / NLP) business model strategies / operation management with agile method; - Definition of the data pipeline (Ingestion, preparation, analysis and visual) in AI projects; - Cross-functional work with DBM, Devs and Technology teams in data projects; - Construction of NLP Python models, and creation of Power BI views (predictive models for business insights) for large clients in telecom, retail and fintech sectors; - Use of big data tools (python and R) for data manipulation and development of machine learning models. - Collaborative performance in the HR Data (PowerBi) team in People Analytics and Nine Box; - Leadership in the application of Quality methodologies (DMAIC, PDCA, Lean Six Sigma) for data-based solutions;
AlmawaveDigital Transformation Manager
Jan. 2020 - Jan. 2021São PauloExecutive responsible for the Business and Quality areas, acting
ahead of building commercial and strategic content.
Expressive role in the proposal of new digital models, automation and
continuous improvement in customer relationship operations.
I also work in the application of methodologies for measuring
data and business alignment validation, with a focus on improving
generation and generation of insights.
Comdata España & LatamAnalytics Manager
Jun. 2018 - Feb. 2020São Paulo Area, BrazilTeam management in:
Data modeling for business, machine tuning (speech analitycs), KPIs construction, data development and insights deliveries.
Concept design of new data projects up to modeling with tests. Focus on deliveries of predictive scenarios, built in R.
Construction of queries and categories for the business. Machine calibration Speech to Text, Text to Text and assertiveness evolution.
Use of the main Quality methodologies for qualification and improvement of the information.
Customer Orientation (VoC, UX) in the elaboration of Customer Experience solutions.
Creation, monitoring and actuation of reports in dashboards (Power BI and Qlik).
Reports for high-level strategic decision-making results. Pre and post sales commercial performance in Customer Experience and Speech Analitycs solutions.
ContaxProduct Consultant
Jul. 2017 - Nov. 2017São Paulo, Brasil- Developed a detailed business case for the implementation of Speech Analytics, outlining the benefits, costs, and expected ROI, and presented it to the executive committee for approval.
- Led the Speech Analytics implementation project from concept through vendor assessment, financial validation, and delivery of data to the executive committee for decision-making. Managed all project phases to ensure a successful deployment.
- Conducted detailed assessments for prospects, providing data-driven or digital solutions tailored to meet specific client needs. Evaluated customer requirements and developed customized proposals to maximize delivered value.
CSUInnovation Coordinator
Feb. 2014 - Jun. 2017Barueri- Used design thinking, big data, and quality control to offer improved Customer Experience for CSU clients, measured by NPS score, loyalty KPIs, and contact rate numbers.
- Upgraded the stack of Customer Experience Technologies, including Speech Analytics, new
diagnostics dashboards, intranet launching (based on opensource software) for each CSU account and a global survey platform, using e-mail and SMS to collect customer's feedback. - Developed call monitoring statistic control and diary reports obtained 54% of productivity grown in the first year;
- Worked with Sales Team to design new products and solutions proposals, MVP's, evaluations, providers validation and implementation;
- Created the Social Monitoring CSU department, collecting employee and customer feedback on social media (Facebook, LinkedIn, Twitter), worked with content management to improve audience and channels engagement;
- As in charge of Quality Management System, worked with all business units defining flowcharts, design OKRs, conduction process owners approvals, maintenance ISO 9001 and PROBARE (customer care self-regulation program) with external certification institutes and building action plans for non-reached goals.
LifeSTART>Publisher
Aug. 2013 - Jan. 2014São Paulo Area, Brazil- Defined the business plan of 'lifestart,' financial control, team management and worked to deploy tools stack, including Google Analytics, WordPress, Movie Maker, Audacity, Tumblr, Adsense, Adwords, and SEO.
- Started omni-channel presence, including podcasts (audio content), YouTube channel, press coverage of game events and social media to interact with visitors;
- Worked to monetize the platform with national and abroad negotiations.
ContaxProcess Analyst
Jan. 2012 - Feb. 2014São Paulo Area, Brazil- Worked on the merger of Dedic with Contax, integrating the distinct Management Systems into a unique process view, for +87 K employees;
- Supported all management staff on Profit and Loss reports and meetings, working on action plans and deploying objectives and KPIs through teams.
DEDIC-GPTIQuality Analyst
Jun. 2008 - Jan. 2012São Paulo, São Paulo, Brasil- In charge of process opportunities research and development, delivered 'Insights Books' for each Dedic account (including companies from telecommunications, energy, financial, and transportation industries), in a printed format, with Customer Experience studies and opportunities for back-office practices, also improving Agent Satisfaction (ASAT);
- Measured satisfaction scores for clients, employees, and customers (including surveys capture). Led action plans and end-to-end tracking for every task in action plan schedule, offering accountability for each issue;
- Trained Dedic leaders and workforce on Quality Management, ISO 9001 auditing, and PDCA methodology.
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