- changing the analysis team to a more cross-functional approach- implementing regulatory requirements on retail loan applications - coordinating the implementation of the evaluation application replacement, an app that has impact on all the loan requests; it incorporates a mobile app used by external evaluators and is integrated with Google Maps, among other features.- coaching team members in order to maximize their skills and areas of competencies and shift them from single-app… Show more - changing the analysis team to a more cross-functional approach- implementing regulatory requirements on retail loan applications - coordinating the implementation of the evaluation application replacement, an app that has impact on all the loan requests; it incorporates a mobile app used by external evaluators and is integrated with Google Maps, among other features.- coaching team members in order to maximize their skills and areas of competencies and shift them from single-app support specialist to a multi-skilled analyst on business & technical analysis and on testing. Show less

- coach and Chapter Lead for analysis on digital labs- implemented the migration of a new Customer Service solution to a single application that incorporates email, chat, voice calls of contact center; the solution has also voice biometrics authentication for the clients.- vendor management - implementing the unified roles strategy on analysis area (business analysis, technical analysis, testing)

- link between the business and technical requirements, for Retail projects- perform testing activities before releasing to production- Level 3 support for Retail Applications- Product configuration for retail loan application

- Coordinate the team that delivers BICC (Business Intelligence Competency Center) Operational reports and analysis and contribute to design and implementation of the BICC strategy and programs- In charge for demand management area (understanding the requests, negotiating the delivery date, allocating within own team or other BICC teams)- Coordinating the projects for Operational Reporting area (automation of reports, integrate new systems or flows to data warehouse)

- Deliver operational evaluations, analysis and reports for retention management, collection management and their teams in Customer Operations, in order to achieve their targets- Created recurrent and on-demand analysis for senior management and process improvement area and take part in projects which impacted the department’s activity - development and implementation of new reporting models on my area of expertise, recommended a workflow for new activities to reported departments if… Show more - Deliver operational evaluations, analysis and reports for retention management, collection management and their teams in Customer Operations, in order to achieve their targets- Created recurrent and on-demand analysis for senior management and process improvement area and take part in projects which impacted the department’s activity - development and implementation of new reporting models on my area of expertise, recommended a workflow for new activities to reported departments if necessary- Migrated reports to SAS Enterprise Guide to automate the processes Show less

- Delivered analysis and reports, based on the extraction of data from internal database systems, for the extended retention area. - I developed automated models to process raw data into final analysis.

- I created recurrent and on-demand reports regarding customers interactions and developed a new reporting method for retention consumer area.- Configured a process for the incoming requests to standardize an make the flow more efficient

- processed and developed analysis based on data extracted by Vodafone's internal reporting teams for Cops management team.- Reduced by 10% the number of recurrences

- process the requests of Vodafone's customers that could not have been handled in Call Center directly.- Won the "BackOfficer of the Year" award in 2008- Launched an internal intranet for keeping the documentation of the processes and for business continuity

- offer assistance to Vodafone's customers by solving their requests and promoting Vodafone's products and services.