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22 anos de experiência

Competências

Business Analysis Requirements Gathering Workflow Standardization Root-Cause Analysis SOP Documentation Advanced Excel Dashboard Optimization Business Intelligence KPI Tracking Process Automation Cross-Functional Collaboration Executive Reporting Workforce Management Support Budget Tracking Stakeholder Management

Experiência

Business Analyst

Sutherland

2022-07 - 2026-02

As a Business Analyst at Sutherland, I supported voice, chat, and email operations across three global delivery sites (Philippines, Bulgaria, and India). I built semi-automated Excel dashboards, established data validation checks, and updated QA scorecard reporting to streamline workflows and improve data accuracy across all channels for executive leadership.

Associate Manager

Sutherland

2014-07 - 2022-06

As Associate Manager, I was responsible for leading my own team while contributing to the overall success of three client accounts from 2014 to 2022. My role focused on supervising frontline staff, guiding daily operations, and ensuring service delivery met client and organizational standards.

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