Experience

• 

  Simcred crédito e cobrança s/c ltda.

  Jul 2003 - Jan 2004

  Administrative assistant

  - Assistance in lowering payments; - Conducting negotiations and agreements of several banking institutions.

• 

  Atento

  Apr 2005 - Jul 2011

  Planning analyst

  - Elaboration and maintenance of management reports in Excel, with VBA; - Studies and analyzes of resource forecasts for short and long term; - Generate forecast, scales and sizing in TurboTab and own tool; - Real-time monitoring of service queue, abandonment, TMA, TMO, etc... via Avaya CMS and WFM; - Acting in the active and receptive area of ​​Call Center.

• 

  Contax

  Jul 2011 - Aug 2016

  Planning and performance analyst

  - Monitoring indicators and KPIs of the Call Center; - Generate trends and annual financial budgets, and monitor adherence to the budget; - Forecasts, sizing, work schedules and vacations; - Elaboration and improvement of demand studies; - Integral part of Call Center deployments and migrations. Throughout my time at the company, I worked with the most varied types of Contact Center remuneration: PA Logada, Variable, Per Call, Fixed, among others. As well as being responsible for active, receptive, BackOffice and ombudsman operations, in the landline, mobile and internet services segment. Show less

• 

  Prefeitura da cidade do rio de janeiro

  Aug 2016 - Sept 2016

  Motorista

  Motorista Rio 2016

• 

  Unimed-rio

  Jun 2017 - Sept 2020

  - Monitoring of Call Center KPIs; - Elaboration of sizing and scales; - Application of the PDCA cycle in offending processes to leverage adherence to KPIs; - Continuous improvement of management performance dashboards. As tools: -MicroStrategy - Excel with PowerQuery, VBA and Power BI programming for data analysis and Dashboard creation; - Own software for Call Center: Siebel, Avaya CMS, Recorder, Analyzer, WFM, Impact 360, among others. Featured project: Active participation in Call Center outsourcing, with deliveries of: migration of personnel, processes, IVR implementation and on-site monitoring of the first months of the contact center. Show less

  • Management Information Analyst

    Jan 2020 - Sept 2020

  • Planning and Traffic Analyst

    Jun 2017 - Jan 2020
• 

  Yduqs

  Mar 2021 - Sept 2022

  Senior operational planning and performance analyst

  - Consolidation of relevant information for the Regional; - Identification of deviations and opportunities in its main centers and support in the construction of action plans; - Control of pending issues of distance education center managers; - Assist managers of EaD poles in serving the poles, mainly in the communication of information and consolidation of reports; - Prepare Regional presentations for management events and workshops; - Monitor and ensure compliance with the deadlines and expected results of the action plans outlined; - Daily analysis of financial and operational indicators of their respective distance learning region; - Understanding the situations and opportunities of local markets through contact with the managers of EaD poles; - Control of available resources and Regional budget and other administrative demands. Show less

• 

  Tim brasil

  Oct 2022 - now

  Business functional analyst - residential channels development