The expectation of this position as Product Owner of TV products for a large retailer and TELCO company in Lisbon (Portugal) which composed the following expectations for the role.• Track and analyse KPI's variance and Root Cause analysis the TELCO company using Power BI, DAX, Statistics and SQL• Deep Dive indicators in a way to understand how to improve customer satisfaction.• Maintain and develop indicators and present them through well designed dashboards (Power BI).•… Show more The expectation of this position as Product Owner of TV products for a large retailer and TELCO company in Lisbon (Portugal) which composed the following expectations for the role.• Track and analyse KPI's variance and Root Cause analysis the TELCO company using Power BI, DAX, Statistics and SQL• Deep Dive indicators in a way to understand how to improve customer satisfaction.• Maintain and develop indicators and present them through well designed dashboards (Power BI).• Keep track on product changes and patterns in order to evaluate and foresee new product needs.• Constant stakeholder management to connect multiple teams and platforms to my product and how affects the customer perspective into a qualitative approach.Skills: Power BI | SQL | Python | Data analysis | DAX | Statistics | Dashboards | Root cause analysis Show less

• Responsible for analyzing key indicators of operations such as time spent and customer satisfaction (CSAT) to identify high-performing areas and areas needing improvement. This data analysis were done using statistics, SQL and dashoboards, and it helped direct actionable strategies tailored to each specific area• Managed and executed a statistical model to determine how SLA response times impacted customer satisfaction, based on various customer features. Through this project, we were… Show more • Responsible for analyzing key indicators of operations such as time spent and customer satisfaction (CSAT) to identify high-performing areas and areas needing improvement. This data analysis were done using statistics, SQL and dashoboards, and it helped direct actionable strategies tailored to each specific area• Managed and executed a statistical model to determine how SLA response times impacted customer satisfaction, based on various customer features. Through this project, we were able to identify the necessary SLAs to maintain customer satisfaction for each specific issue, leading to optimized service delivery and enhanced customer experiences.Skills: Statistics | Data analysis | SQL | Looker | Dashboard | Git | Continuous Improvement | Strategic Planning | Microsoft Office | Decision Making | Data Collection | Key Performance Indicators | Python | Operational Excellence | Customer Satisfaction | Google Sheets | Communication | Problem Solving | Teamwork | Business Process Management | Agile | Scrum Show less

• Led the development of a comprehensive data framework that enabled precise evaluation of carrier performance with SQL, statistics, dasboards and Looker. This initiative significantly improved the handling of shipments, directly impacting the reduction of destroyed and misplaced cards by 50,000 per month. The enhanced process not only optimized operational efficiency but also generated substantial financial savings for the company.• Implement and develop external agents in order to… Show more • Led the development of a comprehensive data framework that enabled precise evaluation of carrier performance with SQL, statistics, dasboards and Looker. This initiative significantly improved the handling of shipments, directly impacting the reduction of destroyed and misplaced cards by 50,000 per month. The enhanced process not only optimized operational efficiency but also generated substantial financial savings for the company.• Implement and develop external agents in order to sustain outsourcing operational enviroment, managing processes that affected over 400 people FTE• Created a new team for data analysis during the project to provide insights for decision making.Recurrent activities:• Analyze and map logistics processes to identify areas for improvement.• Develop and implement process improvement plans to optimize efficiency, reduce costs, and increase customer satisfaction.• Lead cross-functional teams to ensure successful implementation of process improvement initiatives.• Identify and analyse key performance metrics to monitor process effectiveness and identify areas for further improvement.• Collaborate with key stakeholders to identify business requirements and ensure process solutions meet business needs.• Ensure compliance with regulatory requirements related to logistics processes.• Develop and maintain process documentation, including standard operating procedures and work instructions.• Third party management in order to connect and create a seamless process between factories, carriers and customer, creating optimized processes to attend every and each individual reality. Show less

My role was to provide the best workflows, tools and processes to our customer experience analysts and to deliver analysis and insights through data.• Instituted a robust governance process during an outsourcing initiative in our operations, driven by the need for business scalability. To ensure the quality of customer experience remained high, I was responsible for monitoring quality and service indicators for over 300 customer service analysts. For that, I led the development of… Show more My role was to provide the best workflows, tools and processes to our customer experience analysts and to deliver analysis and insights through data.• Instituted a robust governance process during an outsourcing initiative in our operations, driven by the need for business scalability. To ensure the quality of customer experience remained high, I was responsible for monitoring quality and service indicators for over 300 customer service analysts. For that, I led the development of multiple dashboards using Looker (with Looker ML) and SQL to effectively track these metrics. This initiative significantly reduced costs in the CX department while maintaining high service quality for our clients. • Structured an operation with more than 300 agents, ensuring process governance and result-oriented performance, with a strong focus on quality standards and outcome assessments.Recurrent activities:• Create quick, efficient and safe solutions for corner cases and broken processes;• Support the business in projects involving customer interaction and operation efforts;• Feed and update a knowledge base to improve operational efficiency and prevent mistakes;• Make sure everyone is synced with everthing they need to know to maintain a healthy operation;• Owner of training content and responsible for welcoming and preparing new squad members.• Detail KPIs in operations regarding dimensioning, headcount, WFM and qualitative results;Skills: Continuous Improvement | Strategic Planning | Microsoft Office | Decision Making | Data Collection | Operational Excellence | Customer Satisfaction | Technical Support | Google Sheets | Communication | Project Leadership | Attention to Detail | Team Management | Inventory Accuracy | Problem Solving | Teamwork | Business Process Management | Customer Focus Show less

In this step I had the opportunity to lead my own team of CX Analysts. Having the oportunity to lead 30+ direct reports The goal was to train and develop the team set of skills while keeping an eye in the operation efficiency and health.Also responsable for the creation and maintenance of dimensioning to all squad members, analising demands and allocate the team to the suited needs.• Create individual action plans to increase the performance of my team members;• Internal… Show more In this step I had the opportunity to lead my own team of CX Analysts. Having the oportunity to lead 30+ direct reports The goal was to train and develop the team set of skills while keeping an eye in the operation efficiency and health.Also responsable for the creation and maintenance of dimensioning to all squad members, analising demands and allocate the team to the suited needs.• Create individual action plans to increase the performance of my team members;• Internal career mentorship focused on the company's values and personal skills;• Present the squad goals and purpose to all new CX Analysts in the company;• Train and coach new squad members so they'll fit in our routine and culture;• Maintain operation efficiency by strategically assigning people to specific tasksSkills: Continuous Improvement | Microsoft Office | Decision Making | Anti-Money Laundering Measures | Operational Excellence | Customer Satisfaction | Technical Support | Communication | Attention to Detail | Problem Solving | Teamwork | Customer Focus Show less

Joined a team responsible for customer acquisition, engagement and growth.• Improved the customer address verification process by identifying a frequent issue with incorrect address submissions. Led the development of a new process that allows customers to correct their addresses directly, leveraging SQL, Excel, and Looker. This automated part of the process that was previously manual, reducing the monthly operational costs by $ 50,000/month and enhancing overall client… Show more Joined a team responsible for customer acquisition, engagement and growth.• Improved the customer address verification process by identifying a frequent issue with incorrect address submissions. Led the development of a new process that allows customers to correct their addresses directly, leveraging SQL, Excel, and Looker. This automated part of the process that was previously manual, reducing the monthly operational costs by $ 50,000/month and enhancing overall client satisfaction.Recurrent activities:• Analyze customer's application data and documents to prevent identity fraud;• Triage and treat potential bugs and operational issues affecting customers;• Provide support to customers with issues related to acquisition matters;• Act as mentor to new squad members, answering questions and helping them fit well.Skills: Excel | Customer experience | Fraud prevention | Communication | Process improvement | Continoues improvement | SQL | Data analysis Show less

Responsible for engaging customers with complete solutions regarding any potencial product.• Schedule Apple store appointments for technical services, and apply the technical expertise on Mac OS and IOS platform to provide physical and software support• Workshop to train and develop skills that would empower our customers• Create lifetime relations with our customers through an amazing customer care experience.Skills: Customer Satisfaction | Communication | Problem… Show more Responsible for engaging customers with complete solutions regarding any potencial product.• Schedule Apple store appointments for technical services, and apply the technical expertise on Mac OS and IOS platform to provide physical and software support• Workshop to train and develop skills that would empower our customers• Create lifetime relations with our customers through an amazing customer care experience.Skills: Customer Satisfaction | Communication | Problem Solving | Training Show less