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Inpasa BrasilBusiness Transformation Specialist | Data & Continuous Improvement
Aug. 2024São Paulo, São Paulo, BrazilI work in the Business Transformation division within the VP of Trading, where I combine strategy, technology, and data analysis to drive growth, efficiency, and innovation. With a focus on high-impact projects, my key responsibilities include: - Project Management (PMO): I coordinate strategic projects involving multiple departments, including Finance, Accounting, Legal, IT, Foreign Trade (Comex), and Credit Analysis. My approach focuses on system integration, risk mitigation, and resource optimization to ensure deliverables align with business objectives. - Digital Transformation with CRM: I serve as PMO and Product Owner for the Salesforce implementation, mediating project requirements with the Commercial team. I lead process digitalization and customer experience improvements, ensuring alignment with business needs. - Data Analysis and Strategic Insights: I develop reports and dashboards in Power BI for the Relationship and Foreign Trade (Comex) areas, generating strategic and actionable insights. My work fosters a data-driven culture, enabling more informed and goal-oriented decision-making. - OKRs and KPIs Management: I lead the design and monitoring of OKRs and KPIs for the Relationship and Comex teams, setting clear goals and performance indicators that drive results and ensure strategic alignment.
Sem PararCustomer Insights & Analytics Leader
Jan. 2023 - Jan. 2024São Paulo, São Paulo, BrazilKey Achievements: Technical Leadership and Team Management: Coordinated two senior analysts focused on Data Architecture in SQL and Dataviz, promoting efficient collaboration and high-quality results. CRM Development and Monetization Strategies: Organized CRM data and monetization strategies from inception, establishing a solid foundation for data-driven analysis and decision-making. Operational Dashboards Creation: Initiated and led the project to develop operational dashboards for the CRM and Monetization areas, using SQL and Power BI. This initiative significantly improved operational visibility and decision-making efficiency. Mapping and Standardization of Data for Product Offers: Led the project that brought reliability to the definition of strategies and results of Winback, Upsell, and Cross-sell actions. This effort contributed to a revenue increase of 10 million reais in Q2 2023 and approximately 8k customers converted per month. Next Best Offer (NBO) Project: Collaborated closely with the BI area to lead an innovative project, using a predictive model in Python, which resulted in a 35% increase in Cross-sell offer conversions and will be expanded in 2024 to all Monetization offers. CRM Communications Optimization: Conducted analytical studies in Python and SQL aiming to reduce communications while maintaining engagement in the CRM system (Salesforce). Developed an Excel spreadsheet connected to a SQL database for monitoring the volume of dispatches. This initiative resulted in a 20% reduction in communications over 6 months, exceeding the annual target for the area. Monetization Tracking Panel Development: Developed an Excel panel facilitating quick decision-making for offer adjustments and optimization of the offer engine, resulting in a 15% increase in conversion.
Suhai InsuranceCustomer Relations Coordinator
Jun. 2021 - Jan. 2023São Paulo, Brazil• Managed a team of ~12 employees, including the supervisors of the Customer Service area and the Ombudsman and Social Media teams. • Oversaw BPO management (Ombudsman, 24hrs support and vehicle tracking) with a focus on monitoring results and process improvement, resulting in a 20% increase in customer satisfaction metrics. • Spearheaded the implementation of traffic management for the Customer Service team and defined KPIs for the operation, resulting in a 25% reduction in waiting time for customers. • Coordinated CX projects, including Data Governance, Voice of Customer, and First Call Resolution, resulting in a 15% increase in first-time resolution rate.
LocawebCustomer Insights Coordinator
Jun. 2015 - Nov. 2020São Paulo, Brazil• Managed the Ombudsman through internal and external channels, achieving a 50% reduction in customer complaints on the Reclame Aqui website. • Responsible for Reporting monthly to the board about the client's main pains in the use of our products and initiated RCA (Root Cause Analysis) of client's manifestations to support improvements in Locaweb's systems and products. • Managed the relational and transactional NPS (Net Promoter Score) of all products, researched segmentation, and analyzed detractors to identify gaps in the customer experience, leading to a 10% increase in customer retention rates. • Led the Continuous Improvement project in the Customer Service team, resulting in a 25% reduction in average call handling time and a 20% increase in customer satisfaction ratings.
LocawebQuality of Customer Service Coordinator
Jul. 2012 - Nov. 2020São Paulo e Região, Brasil• Managed Ombudsman channels (internal and external) and achieved a high reputation index on Reclame Aqui website by implementing specific action plans to improve brand health. • Conducted RCA (Root Cause Analysis) of customer feedback to support improvements in Locaweb's systems and products. • Defined the budget and KPIs of the service quality team, reducing costs by 30% and implementing strategies to improve the customer experience across retail products. • Led the Continuous Improvement project for the Customer Service team, utilizing Excel, SQL, and Power BI on a daily basis.
LocawebCustomer Insights Analyst
Apr. 2009 - Jul. 2012• Conducted data analysis and managed customer satisfaction indicators (NPS, CSAT, and CES), resulting in a 15% increase in customer satisfaction metrics. • Elaborated worksheets to control the work schedule of more than 100 employees, generating savings in the operational costs of Customer Service. • Implemented agile projects in the area using the Kanban method, resulting in a 10% increase in efficiency and a 5% reduction in operational costs.
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