Leandro Felix

Experience

• 

  Centro Musical Sintony

  Jul 2016 - Mar 2019

  Founder

  * Course Sales;* Marketing;* Product Development;* Teaching Experience;* Financial Administration.

• 

  KOIN

  Mar 2019 - Jun 2020

  Continuous Improvement Analyst

  Process Mapping with tools such as Makigami Wall, SIPOC, and Ishikawa Diagram, identifying root causes and clarifying the scenario's needs;Process Improvement with tools such as Kaizen, PDCA and PDSA cycles, and Pareto Diagram;Project development and follow-up with the application of 5W2H;Team training on Lean philosophy, continuous improvement, and innovation.

• 

  Insider Store

  Jul 2020 - May 2021

  Operations Analyst PL

  *Customer Relationship: Backlog resolution with the creation of template answers for specific scenarios, cases follow-up, and reports;Informal CX Supervision: Quality monitoring, support for new team members, training in Zendesk system usage, and internal support with business knowledge;Process Development and Improvement: Operations and CX had ineffective communication, resulting in a direct impact on the customer. I designed and optimized the communication process between the departments, alleviating the logistical issue at that time and keeping all parties well-informed about the progress of requests;Reporting: I designed dashboards for managerial tracking of delays, critical case entries and resolutions, as well as providing information from logistics systems and ERP systems (Bling). Show less

• 

  Compre & Alugue Agora

  May 2021 - Sept 2023

  Business Analyst SR

  * Power BI: Delivery of data visibility in the CS area, from sheets to dashboards, in a Data-Driven concept;* Customer Success: Transformer of customer feedback into inputs for Product, guidance for Marketing, and technology developments;* Systemic and process designs: Collaboration in team building, system design, and process development;* Leadership: Assumed the manager's position during his vacation and, for self-development, accepted the challenge of taking on Team Leader roles for periods monitored by the manager, as well as projects management within the CS area;* Chatbot Knowledge Base Management: Identifying opportunities for the Chatbot and refining content;* Experience in creating and conducting presentations and meetings;* Metrics and KPI tracking, with experience in OKRs and agile methodologies;* Meetings, construction, and improvements with Salesforce teams;* Collaboration with the Product department in crafting stories for technology development, understanding Scrum, Kanban, and Product Backlog. Show less

• 

  EuroChem Brasil

  Jan 2024 - now

  Customer Excellence II

  * Discovery: Problem Definition, Root Cause Analysis, and Prioritization of Needs;* Ideation: Brainstorming, Proposal and Solution Design, with Low-Fidelity Prototype;* Alignment and Requirement: Selection of the best solution with Stakeholders and Requirement Writing;* Refinement: Alignment of technical feasibility, alongside Technology;* Homologation: Delivery Validation;* Training: Aligning users with new processes;* Implementation: Support during user adaptation.