Alexis Santos

Global payments infrastructure company — supporting ~400 Employees across Brazil, USA, Europe and Canada. ➢ Built a multi-level Customer Support BI dashboard in Amazon QuickSight from scratch, now used daily by CS Directors, Managers, and Team Leaders to drive operational decisions across 3 countries. ➢ Engineered production-grade SQL on Redshift covering the full customer journey: case metrics (TTC, TTFR, AHT, SLA compliance), ACH/RTP payment transaction analysis, and messaging session tracking. ➢ Developed a TypeScript transformation layer to map Website & Maven AI data into a Kafka/S3 pipeline, unlocking analytics on AI-assisted customer interactions and enabling ROI measurement of Website & AI tooling. ➢ Automated financial reconciliation between Trustly and partner banks using Python — replacing a manual, error-prone process and significantly reducing weekly review time and data risk. ➢ Detected a critical bot traffic crisis — 97.5% of a monthly traffic spike was non-human — using a custom browser fingerprinting system built with GTM and JavaScript, protecting the integrity of all downstream reporting.

Global insurance services — vehicle insurance operations across Spain, Netherlands, Belgium, Luxemburg and Mexico. ➢ Brought in under a WFM Reporting title, I quickly expanded into a full BI Analyst role — owning the analytical cycle from raw data to executive presentation across three international markets. ➢ Designed and built operational dashboards from scratch in Power BI and MicroStrategy, translating complex vehicle insurance data — claims lifecycles, policy metrics, SLA performance — into insights that directly informed business decisions. ➢ Developed deep domain expertise in vehicle insurance operations to deliver dashboards with meaningful, context-aware insights rather than generic reporting — going beyond data to understand the business. ➢ Automated recurring reporting workflows using Power Automate, eliminating manual effort and ensuring consistent, timely data delivery across Spain, Netherlands, and Mexico operations. ➢ Contributed to tool integration and data pipeline improvements within the BI/data team, improving consistency and reliability between reporting sources. ➢ Presented analysis and KPI results to operational leadership in English, bridging local teams with international stakeholders across different time zones.

➢ Process improvement: Identified inefficiencies and bottlenecks in business processes, and proposed and implemented solutions to improve efficiency, reduce costs, and increase productivity ➢ Lead data analysis projects: Managed end-to-end data analysis projects from requirements gathering to final delivery of insights and recommendations to stakeholders. Worked with cross-functional teams to understand business needs and develop data-driven solutions ➢ Data visualization: Designed and created interactive dashboards and visualizations using tools such as Power BI and Tableau to communicate complex data insights to non-technical stakeholders ➢ Stakeholder management: Built and maintained relationships with stakeholders, including senior leadership, to ensure alignment on project goals and successful project outcomes. Communicated project progress, risks, and issues in a clear and concise manner ➢ Data governance: Developed and implemented data governance policies and procedures to ensure data quality, accuracy, and security. Maintained data dictionaries and documentation to support data-driven decision-making across the organization

➢ Monitor KPIs using Dashboards in PowerBI/Excel to better achieve company targets ➢ Monitor the efficacy of our Schedules/Planning and optimize it if needed based on the data collected ➢ Analize Forcast, Volume, TMO/AHT and Service Level to make data-driven decisions on the Planning side ➢ Extract data from Tableau, clean it using Python and analysing it with PowerBI/Google Sheets and Excel ➢ Manage a team of RTAs (Real Time Analysts) ➢ Share knowledge with my team aiming to help them grow in the company ➢ Creating Action Plans to better handle our Service Level problems ➢ Manage not only one vendor (São Paulo) but also 2 operations outside of Brazil (El Salvador and Georgia) using English as a tool of communication ➢ Lead calls with the Client, making offers, managing feedbacks, presenting KPI results and keeping the relationship Company x Client healthy ➢ Custom Report on KPIs and Billing with Google Sheets, Microsoft Power BI or Excel ➢ Cleaning and Automating Data with Python

➢ Real Time Analysis on Schedule Adherence and Volume to ensure that the Service Level is on check ➢ Extracting and Manipulating data from Tableau ➢ Keeping employees data updated on Workday ➢ Creating access to all tools needed for new hires