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Duhanne Scharlau

@duhannescharlau

International Business Analyst at Vipal Borrachas who drove a US $1 M global order-to-cash pipeline across four continents.

Brazil

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At Vipal Borrachas, I drove a US $1 M global order-to-cash pipeline in TOTVS ERP, coordinating production, finance, ocean freight, and customs partners across four continents. I also handled pre-shipment compliance reviews and audit preparations, achieving a 100% pass rate in internal and external audits.

At Martico Brasil Ltda, I handled monthly refrigerated cargo bookings of approximately 800 TEU and supported shipment visibility and cold-chain integrity. I fast-tracked bill of lading documentation to prevent departure delays across regulated trade lanes.

At HCL Technologies, I audited multilingual service desk tickets, built KPI dashboards, and briefed client leadership on process improvements. Earlier, I resolved ServiceNow tickets and automated driver deployment workflows; I also validated customer and supplier master data at Gerdau – Usina Rio Grandense.

Experience

Work history, roles, and key accomplishments

International Business Analyst

Vipal Borrachas

Oct 2024 - Nov 2025 (1 year 1 month)

Drove a US $1M global order to cash pipeline in TOTVS ERP, ensuring on-time, in-full production and shipments. Orchestrated production, finance, ocean freight, and customs partners across four continents, meeting lead time KPIs and fueling repeat orders from strategic distributors.

TOTVS ERP Order To Cash Production Planning Ocean Freight Customs Compliance KPI Management Audit Preparation

Customer Service Specialist – International Logistics

Martico Brasil Ltda

Dec 2023 - Sep 2024 (9 months)

Handled monthly refrigerated cargo bookings (≈800 TEU), consistently locking in optimal freight rates and securing container releases within ship owner deadlines. Fast-tracked BL drafting, approval, and system updates, cutting documentation cycle time and preventing departure delays across Latin American, European and other highly regulated trade lanes.

International Logistics Refrigerated Freight Negotiating Freight Rates Bill Of Lading Documentation Service Level Agreements Cold Chain

Senior Trilingual Quality Analyst

HCL Technologies

May 2023 - Dec 2023 (7 months)

Audited ≈1,200 multilingual service desk tickets per month, coaching agents in Portuguese, English and Spanish; first call resolution and CSAT reached over 8.5. Built KPI dashboards and briefed client leadership monthly, steering process fixes that cut average ticket age within six months.

Quality Assurance Multilingual Support Coaching KPI Dashboards CSAT First Call Resolution Process Improvement

Senior Trilingual Service Desk Analyst

HCL Technologies

Apr 2022 - May 2023 (1 year 1 month)

Resolved ≈400 ServiceNow tickets per month for VPN, SAP, SharePoint, Office 365 and Power Automate/Power BI issues, sustaining 95% SLA compliance across English, Portuguese and Spanish users. Authored knowledge base articles and automated driver deployment workflows that cut repeat incidents.