• Owner of the Reporting routines for one of Teleperformance top partners on Customer Service Support, by providing insights on Operational, Quality and Performance results on Weekly, Monthly and Quarterly basis;• Responsible for the daily relationship with our partner, either with Operational Management and Vendor Managers;• Supporting Top Management with ad-hoc analysis, either requested or planned to be delivered, with the intention to provide Top Managers the strategic information and knowledge to support decision making;• Daily interactions and synergies with several support teams: Workforce, Quality and Training managements for a combined and improved reporting.

• Responsible for the creation, design, development, and maintenance of several top management reports for Jumia E-Commerce Group (main topics: Logistics, Jumia Services, Systems Synchronization, Standard Operating Procedures, Customer Profiling System)• Performing daily QA for reported data (analysis done cross the 12 countries Jumia operates on)• KPI definition and build with the top management team• Participation on the ongoing processes of new data integration, from different source systems, into a unique DWH (by requesting new data integration, discussion one-on-one with Developers the intended output, doing QA and deploying the final solution)• Active role in Jumia Business Analysts team, introducing some new methods to improve team efficiency and productivity• Daily Communication with cross countries teams, from top shareholders to Operational colleagues or fellow Analysts, based on one of Jumia’s countries• Main reporting tools used: PowerBI, Excel, and GoogleSheet• Main SQL languages used: T-SQL, MySQL, PostgreSQL, standard and legacy SQL (through Microsoft SQL Server Management Studio and Big Query - Google Analytics)

• Managing a team at Customer Service (about 300 people)• Guiding my teams to achieve high number of answered calls, in an effective and efficient way, meeting our Client expectations• Handling workers’ working schedule• KPI’s measurement to understand Client’s satisfaction and workers’ performance• Knowing and solving Client’s questions• Keeping a portfolio of all the important documents regarding meetings and deals made with our Client• KPI’s and other important data statistical and analytical analysis• Producing analysis reports to our Client, through Excel, LibreOffice, GoogleDocs, etc• Involvement in Recruiting actions and our workers’ appraisal, recognition and promotion• Training our workers with the highest excellence standards at Customer Service• Frequent updates on our products and services

• Managing teams for Customer Service, at Commercial Department (about 70 people)• Guiding my teams to achieve their goals and Sails levels• Promotion of a transparent, informed and responsible sail• KPI’s creation and measurement to understand teams’ development• Creation of documents and dashboards to document the project’s evolution and for Operational meetings’ presentation• Continuous improvement of procedures, politics and customer service standards• Periodic meetings with my teams • Identifying more effective working methods, which could help increase teams’ efficiency, ensuring frequent individual and collective feedback

Customer Service experience for NOS Communications S.A.