Experience

Sensedia

• Brazil
• IT Services and IT Consulting
• 700 & Above Employee

• MIS Quality II

  • Feb 2022 - Present

  - Conduct comprehensive analyses of process quality, customer service, and workflow to ensure an exceptional customer experience; - Creation of management reports and automations; - Structuring and analysis of dashboards (Data Studio, Power BI, Zendesk Analytics Explore); - Operational monitoring and management support; - Administration of business rules in Zendesk; - Documentation and mapping of data sources and business rules; - ETL and data mapping. - Conduct comprehensive analyses of process quality, customer service, and workflow to ensure an exceptional customer experience; - Creation of management reports and automations; - Structuring and analysis of dashboards (Data Studio, Power BI, Zendesk Analytics Explore); - Operational monitoring and management support; - Administration of business rules in Zendesk; - Documentation and mapping of data sources and business rules; - ETL and data mapping.



BrasilCenter

• Telecommunications
• 700 & Above Employee

• MIS specialist

  • Jan 2020 - Jan 2022

  - Responsible for data processing;- Creation of new reports and dashboards;- Documentation and mapping of data sources and business rules;- Analysis of impacts, monitoring, and assessment of motivational campaigns;- Negotiation with internal departments.

• MIS Analyst

  • Jan 2019 - Dec 2019

  - Execution of the reporting, dashboard, and analysis routines;- Oversight of data treatment processes;- Data extraction and monitoring of key performance indicators.



Mutant

• Brazil
• IT Services and IT Consulting
• 700 & Above Employee

• MIS Analyst

  • Nov 2017 - Jan 2019

  - Responsible for the creation, maintenance, and control of reports.- Conducting analyses and monitoring operational results.- Client interactions and taking actions for result optimization.- Mapping and optimization of manual processes.- Proficiency in macros.- Excel spreadsheet automation (VBA).

• Monitoring Analyst

  • Jul 2016 - Oct 2017

  - Analysis of operational results;- Real vs. Planned scenario control;- Monitoring incident SLAs (Service Level Agreements);- Impact analysis;- User registration and access provisioning;- Monitoring call traffic and cities.



Genesys

• United States
• Software Development
• 700 & Above Employee

• Monitoring Assistant

  • May 2014 - Jul 2016

  - Sending intraday and day -1 reports; - NR-17 breaks control; - Ticket logging; - Real-time monitoring of Active and Reactive campaigns; - Tracking key performance indicators; - Entering records into the workforce management tool. - Sending intraday and day -1 reports; - NR-17 breaks control; - Ticket logging; - Real-time monitoring of Active and Reactive campaigns; - Tracking key performance indicators; - Entering records into the workforce management tool.