Guilherme Fonseca Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, North Holland, Netherlands

• Increased the Customer Support AI ticket solve rate from 30% to 50%, now replying to 32K tickets per month, by refining logging for easier debugging, expanding the reasoning component, and A/B testing features in the Retrieval Augmented Generation step.• Developed Product and Customer Support data definitions, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Interaction Effectiveness (EI), using dbt and Looker, streamlining data analysis, and enhancing consistency across the organization.• Developed and implemented an user onboarding (KYC) automation using Python, FastAPI, Docker, and Elasticsearch, integrated with Camunda, resulting in a monthly saving of 300 operational hours and enhanced the accuracy of KYC checks.

Amsterdam, North Holland, Netherlands

• Improved the accuracy of the Churn Prediction Machine Learning model from 85% to 90% through in-depth analysis of the user journey and incorporation of new user behavior features.• Created and maintained data definitions and pipelines using dbt to ensure data quality, accuracy, and consistency.• Developed a GPT-powered application designed to generate weekly product insights by analyzing user feedback, empowering Product, Engineering and Operations teams to strategically allocate resources and prioritize areas for improvement.

Amsterdam, North Holland, Netherlands

As a Business Analyst in the Product Discovery team, my goal is to improve user experience through data analysis and proposing product improvement through collaboration with the Product and Data teams:• Created a product analysis framework to find gaps, generate insights and propose feature improvements, leading to an average increase in feature usage by 20%.• Built a retention analysis framework and created Looker Dashboards to visualize which product features better contribute to retaining users.• Created a Feature Success Framework to help understand which feature is worth spending resources on based on key feature metrics, leading to the deprecation of 3 low-value features.

Amsterdam, North Holland, Netherlands

Consumer Marketing Intern at Philips’ Domestic Appliances business, a global leader with €2.3BN sales in Kitchen Appliances, Coffee, Garment Care, Floorcare, and Air.• Developed business cases to launch 11 new products internationally by collaborating daily with the R&D team in Singapore and country marketing managers (total sales €6.1MM+)• Increased on-time completion for Garment Care project deliverables from 95% in 2020 to 99% in 2021, making it Philips' top 1 category• Created and presented in-depth analyses for senior management on sales & market share (GfK data) and competitive benchmarking• Phased out 46 SKUs to rationalize Philips’ product portfolio

Niterói, Rio De Janeiro, Brazil

The Official Press of the State of Rio de Janeiro is a manufacturing firm responsible for printing the Government Gazette.• Created production reports and dashboards using Excel and Power BI• Created and presented in-depth analyses for senior management on market research and delivery optimization• Improved process efficiency by automatizing spreadsheets using VBA

• Researched applications of Artificial Neural Networks to optimize Oil Drilling• Selected to present the final article at a national symposium• Objective of the research was to evaluate the role of the development and improvement of technology and automation in oil well drilling, in order to make it faster, more economical, and safer.

Master Of Science - Msc, Business Administration: Strategy And Organization, 7.9

Master of Science in Business Administration at the VU Amsterdam, specializing in Strategy & Organization and focused on the formulation.

Bachelor Of Engineering - Be, Oil & Gas Engineering, 7.0

5yr program. Graduation project on Optimizing the Rate of Penetration in Oil Well Drilling using Artificial Intelligence.

Exchange Student - Master Of Engineering, Industrial Engineering

Exchange program at Polytechnic Institute of Setúbal, Portugal.