Customer Service Operations Analyst
Resume:
Mayara Salvian
**************@*******.***
https://www.linkedin.com/in/mayara-salvian-37308a24/ SUMMARY
Professional with more than 6 years of Data Analytics experience. Involved in data analysis, worked in development reports and maintenance projects of Data Studio. Experience in designing and building conversation flows on Dialogflow. Excellent listening and communication skills with an organized approach. Knowledgeable in Dialogflow, Data Studio, SQL, SAS, R Software and Basis Python. Calm, motivated, enthusiastic, and committed. Currently working with chatbot and automation process as a team leader.
SKILLS
Microsoft Office
Dialogflow (ES and CX)
Big Query
SQL
Data Studio
Salesforce
SAS
R Software
Linux
SAS
Basic Python
Confluence
Jira
EXPERIENCE
Sep 2021 – Present. Senior Operations Analyst at C6 Bank, Brazil.
Plan and execute complex and challenging technical conversation flow projects.
Identify critical processes and customer requirements to define automated strategies.
Support business development activities by recommending automation process using chatbot or RPA (Robotic Process Automation) to increase the company efficiency.
Implemented a new chatbot design increasing chatbot reliability by 5% in 1 month.
Implemented several chatbot process improving the retention rate by 1.2% in 4 months.
Reduced customer service calls by improving the automation in chatbot agents in Dialogflow, answering 8 million chats and saving around R$18 million per month. Aug 2020 – Aug 2021. Operations Analyst at C6 Bank, Brazil.
Trained team members and new employees on proper work procedures.
Performed data analysis to extract information from large scale data by using SQL (Big Query).
Created several Data Studio dashboards for online reports delivering the chatbot KPIs (Key Performance Indicators) and helping business areas to identify opportunities to improve customer satisfaction.
Designed, developed and updated the chatbot conversation flows using Google Dialogflow and Salesforce (Einstein Bots).
Worked with the UX (User Experience) team to upgrade and enhance the chatbot and the user experience.
Performed curation analysis to monitor the chatbot performance and optimize customer experience decreasing the fallback rate by 2% in 2 million chats.
Participated in relevant activities to improve chatbot performance increasing the retention rate by 11% in 7 months.
EDUCATION
2016 - 2020 University of São Paulo, Brazil. PhD in Science. 2018 - 2019 University of Nebraska – Lincoln, NE, U.S. PhD Visitor Student. 2013 - 2015 University of São Paulo, Brazil. Master of Science. 2008 - 2012 University of São Paulo, Brazil. Bachelor of Agronomic Engineering. LANGUAGES
Portuguese (Native)
English (Fluent)
VOLUNTEER WORK
2016 – 2017 Espaço Pipa, Piracicaba, Brazil.
In charge of entering the receipts into the database.
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