Diego Piau Email & Phone Number

Lourinhã, Pt

Lisbon, Portugal

As a Senior Power BI Analyst at Crédit Agricole Bank, I am responsible for:• Developing interactive dashboards in Power BI for financial data visualization, including risk analysis, profitability, and portfolio performance.• Automating data collection and processing, integrating various data sources (SQL, Excel, APIs) into Power BI.• Collaborating with IT and business teams to understand needs and translate requirements into effective analytical solutions.• Monitoring the performance of reports and dashboards, implementing continuous improvements to ensure efficiency and accuracy.• Ensuring data security and compliance in all developed reports and dashboards, adhering to internal bank policies and financial industry regulations.• Training and providing support to end-user teams, ensuring effective use of implemented BI tools.• Publishing dashboards on both Power BI Report Server and Power BI service.I contribute to enhancing efficiency in data analysis and strategic decision-making by developing dashboards that improved KPI visualization and automating processes, resulting in greater agility and accuracy in operations.

Lisbon, Portugal

As a Senior Power BI Analyst at BNP Paribas Bank, my main activities included:• Developing comprehensive dashboards and reports in Power BI, overseeing the entire process from requirement analysis to final delivery;• Verifying and accessing various databases, including API (Dynatrace) and Postgres SQL (Service Now), as well as databases in Excel and other formats;• Designing and implementing efficient data structures and models to ensure optimal data visualization and interpretation;• Executing ETL processes in Power Query to clean and transform data effectively;• Developing key metrics and KPIs in DAX for performance monitoring and analysis;• Creating insightful charts and visualizations to provide actionable insights to managers and diverse departments;• Maintaining and updating dashboards as necessary to reflect the latest data and trends;• Publishing dashboards on both Power BI Report Server and Power BI service.My work significantly contributed to the company's goals by providing accurate and actionable information through data analysis and visualization, thereby enhancing organizational efficiency and success.

Sao Paulo, Brazil

In my last position as a Senior CRM Analyst at Nespresso, a leading company in the premium coffee market. As a CRM Analyst, my main activities involved:• Analyse and interpret customer data to identify opportunities for growth in sales, customer loyalty and improve customer experience.• Develop customer segmentation models based on purchasing behaviours and brand interactions.• Use data analysis tools such as SQL, Python and Power BI to collect, visualise and communicate valuable insights to the marketing team.• Using data management platforms such as Adobe Experience Platform, Snowflake and Azure Databricks to collect, store and analyse customer data.• Work closely with other teams, including marketing, sales and customer service, to ensure CRM strategies are aligned with business goals.• Creating and executing personalised marketing campaigns based on segmented data projections to improve customer engagement and increase sales.• Monitoring and analyzing results of marketing campaigns using data analytics tools to identify areas of improvement and opportunities for growth.• Identify and report issues with data quality and work on solutions to improve data quality and accuracy.As a CRM Analyst, I am passionate about using data analytics to drive business results and improve customer experience. I am skilled in using data analytics tools and am always looking to develop my knowledge to keep up to date with the latest trends and technologies in data analytics. My goal is to use these skills to help Nespresso stand out in the market and deliver the best possible customer experience.

Sao Paulo, Brazil

• Develop and maintain reports with Call Center indicators for the Business team.• Develop reports in Excel (VBA), MS Access, SQL Server, using graphs, PivotTables, according to the requested demand.• Meeting with the planning team to carry out improvements actions in the company's Call Center.• Design and implement databases, dashboards and panels that allow the efficient and friendly view of historical and current sales information.• Develop panels to control and monitor Call Center performance KPIs and Sales KPIs using Power BI.• Automate and optimize the different existing tools and panels to track Call Center indicators, to identify risks and / or opportunities in the process that may affect business results.• Monthly, weekly, daily, and hourly forecasts of incoming calls to reach service level goals and forecasts of sales.

São Paulo E Região, Brasil

• Develop and maintain reports with Call Center indicators for the Business team.• Develop reports in Excel (VBA), MS Access, SQL Server, using graphs, PivotTables, or in PHP according to the requested demand.• Meeting with the planning team to carry out improvements actions in the company's Call Center.• Design and implement databases, dashboards and panels that allow the efficient and friendly view of historical and current sales information.• Develop panels to control and monitor Call Center performance KPIs using Power BI.• Automate and optimize the different existing tools and panels to track Call Center indicators, to identify risks and / or opportunities in the process that may affect business results.• Monthly, weekly, daily, and hourly forecasts of incoming calls to reach service level goals.

São Paulo Area, Brazil

• Support and assist about 400 users in Call Center LATAM Brazil • Intermediating requests and incidents between users and the solver team, helping in the resolution process of the tickets. • Contacting suppliers (LIQ and ALMA VIVA) if Call Center environment has a crisis as the unavailability of Systems Sales, IVR issues, among others, triggering contingency and talking with suppliers until the system is normalized, as quickly as possible.• Developing and updating procedures and processes in the ITIL standard to have a knowledge base, helping to solve issues quickly. • I developed a system of tickets in MS Access to historical query incidents and requests met due to the need of the area to have a better control of calls and a base for quick reference. This system reduced in 40% the tickets SLA, solving more tickets in less time. • Conducting tests on IVR LATAM, to detect possible failures and ask the supplier to correct these failures before users detect to minimize the impact on Call Center. • Access IVR SQL database to analysis log complaints and review each case to determine if it was a problem in the IVR or was customer typing error during the connection. • Monitor the data links and voice links of call centers, trunks of PABX from all regions of Brazil, the Talkers of all services and if you have a link or something out monitoring I trigger the teams responsible so that they can restore the services. • Developed a web dashboard with charts directed to the call center business team and to our internal monitoring informing the number of calls per day, customers identified in the IVR, dropped calls, among other information. Using the SQL based logs of the IVR, extracting information using queries and Report Services tool of Sql Server. • Help the projects team mapping users experience and doing tests to implement new systems, programs and new versions of databases.

São Paulo Area, Brazil

• Installing car simulators on driving schools on all states of Brazil and providing maintenance of all simulators • Logging and configuration of internet and running tests in order to avoid further problems.• Solving issues by phone, remote access and one to one. • Managing the customer’s bills and invoices.

São Paulo, Brazil

• Supporting employees based in Latin America and South Africa by phone, email, remote access using Team Viewer, SCCM, VNC, Logmein and supporting in field visiting all the stores of São Paulo to solve any issue.• Both preventative and corrective maintenance of desktops and laptops.• Installing applications; configure email Lotus Notes and Office 365, configure network on Iphone, Ipad and mobiles with Android system.• Maintenance and support on Printers, Citrix, Windows Server.• Daily checking the Internet connection of all the stores worldwide and elaborating a report.• Configuring CISCO IP phones and helping the employees to do videoconference calls with CISCO and POLYCOM equipment. • Creating and following procedures according to the ITIL® best practices

São Paulo, Brazil

• Supporting employees by telephone, email, remote access (through Auto Media tool) and one to one.• Preventive and corrective maintenance of desktops and notebooks, setting up e-mails and configuration of networks for Iphone, Ipad and Android phones. • Maintenance on Macbooks, Bootcamp and formatting and printer setup.• Update software and configuration of the process of domain user’s profile. • Support “SAP” on the usual mistakes and software installation. Exchange of backup tapes of the server and restore the files when required.

São Paulo Area, Brazil

• Field service and remote access support.• Hardware Maintenance and Configuration.• Planning and structuring cabling and installation of switches, hubs and routers.• Installation, Implementation and Administration of servers.• Configuration of Firewall, File Servers, E-mail, Print, VPN, DHCP.• Configuring networks, performing network cable crimping and structured cabling.

São Paulo Area, Brazil

Position: Computer OperatorDescription:• Make student cards for colleges in a marketing action with Banco Santander.• Capture photos and print the cards on the spot, using a digital camera, tripod, notebook and a card printer.Position: IT TechnicianDescription:• Field service and remote access support.• Maintaining and configuring computers.• Configuration of Firewall, File Servers, E-mail, Print, VPN, DHCP.