11/2022 – 04/2025    Coris Brazil, Barueri, Brazil

 

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.

 

“Data analyst"

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•Performing data analysis using statistical knowledge through Excel and Power BI to provide actionable insights for customer service improvement and quality.

 

•Understanding business problems and transforming them into numerical questions to create projects to improve performance in customer service.

 

•Reporting results clearly and concisely to the executive board along with providing data to define KPIs.

 

Achievement:

Based on data analysis and metrics contributed with the IT team to design and develop the “I-syst”, Coris' proprietary system to customer service requests. The company stopped spending almost 1 million BRL on annual licenses on outsourced systems.

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08/2016  to 11/2022 Coris Brazil, Barueri, Brazil

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""Customer Service Supervisor"

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• Tracking key performance indicators (KPIs) related to operational efficiency, productivity, and quality.

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•Analyzing Data to assess performance trends and identify areas for improvement.

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•Facilitating Communication by acting as a liaison between upper management and operational staff, ensuring clear and effective communication.

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•Analyzing processes and workflows to identify areas for improvement.

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•Supervising Staff: Directly oversee a team, including assigning tasks, setting goals, and conducting performance evaluations.

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• Organizing and conducting training sessions to enhance team skills and knowledge.

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