Sandra D.Data Analyst
Skills
An experienced insurance professional with a decade of expertise in Commercial Operations, Customer Service, Project and Process Management, and Customer Experience in the health insurance sector. Core competencies include process analysis for improvement, financial management encompassing budget oversight and invoice control, and contract management for service providers. Skills extend to generating reports and analyzing data for informed decisions, procuring assets for marketing campaigns, and managing communication logistics and support for external sales consultant networks nationwide. Demonstrated proficiency in campaign development and support, process mapping of internal activities, and project management, with active involvement in multiple ERP-SAP system implementation phases. Leadership capabilities in customer service settings include managing rectification processes for Health Declarations and proposal analyses. Career progression from a customer service representative to supervising teams in both client-facing and back-office roles illustrates a solid background in customer service for individuals and businesses. Notable for strong communication skills and a commitment to knowledge sharing.
Business Analyst
12/1/2018 - 11/1/2020
Developed expertise in creating and maintaining various support materials including GIFs, e-learning content, cards, videos, guides, banners, and brochures for training purposes. Designed and managed incentive campaigns, handled purchasing and inventory control of assets, and managed budgets, invoices, and payments to suppliers. Coordinated with service providers and interfaced with multiple internal departments to streamline the process. Extracted reports and analyzed indicators to prepare results presentations, aiding management in decision-making. Provided comprehensive support to sales consultants, from the release of work tools and passwords to addressing queries related to insurance products.Business Analyst
2/1/2018 - 12/1/2018
Provided comprehensive support to the Commercial Team within the organization. Developed advanced skills in data analysis and strategic planning to enhance commercial operations. Utilized tools such as SQL, Excel, and Tableau to gather and interpret data, enabling data-driven decision-making. Employed knowledge of CRM systems to track and analyze sales performance, contributing to the development of sales strategies. Coordinated with cross-functional teams to streamline workflows and improve efficiency. Demonstrated the ability to manage multiple projects simultaneously, ensuring timely delivery and high-quality results. Conducted market research and competitive analysis to identify growth opportunities and provide actionable insights. Enhanced reporting processes to provide clear and concise summaries of commercial activities and outcomes.Process Analyst
12/1/2016 - 1/1/2018
Developed expertise in process mapping to support risk analysis and identify areas for improvement. Utilized tools such as Microsoft Visio for creating detailed workflow diagrams and process maps. Conducted thorough risk assessments using methodologies such as Failure Mode and Effects Analysis (FMEA) and Hazard and Operability Study (HAZOP). Recommended process enhancements and risk mitigation strategies based on findings. Leveraged knowledge of Lean Six Sigma principles to implement continuous improvement initiatives successfully. Collaborated effectively with cross-functional teams to ensure comprehensive risk evaluation and alignment with organizational objectives.Project Analyst
8/1/2015 - 12/1/2016
Served as PMO in the Project Management team, focusing on monitoring and developing strategies for the progress of new features and testing. Managed administrative functions including control of entry and exit of personnel in coordination with HR, vacation tracking, parking control, scheduling and programming of meetings, office layout configuration, purchase requests, and payment monitoring. Executed change management duties encompassing communication, training, organization of events, and assessing organizational impacts, ensuring seamless transitions and effective implementation of new protocols.Operations Supervisor
2/1/2012 - 7/1/2015
Managed teams in the call center across Claims, Customer Service, and Activation operations. Focused on people development, break control, performance monitoring, and feedback application. Created motivational campaigns and controlled key performance indicators while developing strategies to meet targets. Played an active role in the hiring and firing processes and conducted regular meetings. Served as an interface with internal clients, ensuring seamless communication and operational efficiency.Operations Supervisor - Back Office
2/1/2010 - 11/1/2011
Gained expertise in team management and supervision within a retention back office environment. Demonstrated abilities in people development, break management, process monitoring, and comprehensive reporting. Provided regular feedback and successfully created motivational campaigns to enhance team performance. Controlled key performance indicators and developed strategic plans to achieve set goals. Actively participated in hiring and dismissal processes, conducted regular meetings, and maintained effective communication with internal clients.Operations Supervisor
5/1/2002 - 2/1/2009
Developed expertise in team management within a call center environment focused on Credicard and Redecard products. Proficient in people development and break control. Conducted monitoring and provided actionable feedback. Created and implemented motivational campaigns, effectively controlling key performance indicators. Developed and executed strategies for meeting organizational goals. Participated in the hiring and firing processes and led team meetings. Maintained seamless interfacing with internal clients to ensure alignment and operational efficiency.
Marketing Management at Santo Amaro University - Unisa
2009 - 2011Finance and Banking at Anhembi Morumbi University
2021 - 2022
Excel: How to Create a Basic Dashboard (365/2019) at LinkedIn
4/1/2022Scrum Fundamentals at LinkedIn
3/1/2021Design Thinking at Echos - Innovation Lab
8/1/2019Master Program - People Management at GRUPO SEGURADOR BANCO DO BRASIL E MAPFRE
8/1/2014Yellow Belt at Seis Sigma
6/1/2014
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