Data analyst | Coris | Insurance | Brazil 11.2022 – 04.2025

 

Coris is an insurance company that sells international and national travel insurance plans and supports clients during their travels. It is one of the few insurance companies in Brazil that has its own assistance department.

 

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•Designed and maintained Power BI dashboards (DAX, Power Query) serving executive leadership
with real-time KPIs and operational performance insights across customer service operations

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•Built and optimized SQL pipelines (PostgreSQL) for data extraction, transformation, and reporting —
reducing manual reporting effort by streamlining recurring analytics workflows.

• Led the BI development of "Isyst", Coris' proprietary customer service platform, replacing outsourced
software and generating approximately €170K in annual licensing savings.

•Identified financial inconsistencies in international currency exchange transactions through data
analysis, improving cost control and payment process transparency​.

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Customer Service Operations Supervisor |Coris| Insurance | Brazil|08.2020 – 10.2022 

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•Generated performance reports and dashboards for executive leadership, supporting strategic decision-
making and service quality improvement.

•Applied people and customer analytics to monitor KPIs and increase service performance, quality, and
operational efficiency.

•Led training, onboarding, and coaching initiatives that enhanced team readiness, engagement, and
operational stability, contributing to consistently low employee turnover over three years and
achieving the highest departmental scores in the Great Place to Work (GPTW) survey for two
consecutive years.

•Contributed to the implementation and training of chatbots in customer service chat processes,
supporting automation initiatives that improved response efficiency and customer experience.

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