Lilyan Mello

Strategy and Operations Analyst @ Enova International

About

Driven by an Engineering background from UNICAMP, I am focused on process optimization and transforming data into actionable insights. Currently, as a Strategy & Operations Analyst at Enova International, my work is dedicated to solving operational challenges and designing seamless customer experiences. By bridging the gap between strategy and execution, I manage performance indicators (KPIs) and implement data-driven improvements to enhance business results and operational scalability. Core Competencies: Strategic Project Management: Planning and executing operational projects by connecting business goals with practical execution. Process Optimization & Execution: Focused on improving workflows and operational cycles to increase efficiency and deliver faster results. Data Analysis & KPIs: Knowledge of SQL and the ability to monitor performance indicators, identify bottlenecks, and support decision-making with data. Stakeholder Communication: Experience navigating different areas of the company to align processes, foster collaboration, and maintain focus on the customer journey.

Country

Brazil

City

São Paulo

Industry

Financial Services

Skill

Agile Methodologies, SQL, Strategic Planning, Business Strategy, Customer Service, Customer Experience, Operations, Customer Journeys, AI , Automations, KPIS, Data Analysis, SAP , Zendesk, Microsoft Office, Google Workplace

Experience

Strategy and Operations Analyst

Enova International

2024-2 - Present · 2 yrs 8 mos

São Paulo, Brazil

As an S&O Analyst, acting at the intersection of strategy and execution, focusing on scaling operational efficiency and enhancing the customer journey. Managing performance indicators and implementing corrective actions that increased team productivity and automated support flows, reducing contact volume. • Overhauled FAQs and knowledge bases to empower customer self-service and decrease ticket spikes. • Constant monitoring and reporting of critical CX metrics, including SLA, TMA, and PCA. • In terms of legal claims, monitoring customer complaints to ensure compliance and mitigate operational risks.

Pricing

Biorigin

2023-7 - 2024-1 · 7 mos

São Paulo, Brazil

• Support for the pricing strategy, monitoring negotiations to ensure precision in commercial decisions. • Collaboration with Sales, Marketing, and Finance for aligning the Pricing strategy with business objectives.

Customer Care

Petlove

2022-5 - 2023-2 · 10 mos

Brazil

• Structuring and analysis of satisfaction indicators (CSAT and NPS) to support the CX strategy. • Identification of gaps in the processes that led to a reduction in recurring complaints. • Creation of a self-assessment flow for service analysts to improve quality and operational efficiency.