Joyce Mara

Built KPI dashboards and visualizations analyzing platform and energy consumption data, contributing to a 51.6% increase in energy self-consumption. Consolidated data from multiple sources for performance monitoring and partnered with product and technology teams to support data-informed workflow optimization.

Improved payment operations by centralizing billing, due dates, and payment tracking into a unified platform, increasing on-time payments from 58% to 81% (R$1M+ annually). Analyzed customer engagement to remove student journey bottlenecks, increasing first-module completion from 22% to 68% within 3 months while delivering KPI reports and performance dashboards to stakeholders.

Optimized operational workflows by redesigning platform interactions and simplifying internal processes, reducing in-call actions from 6 to 3 and saving teams 20–30 minutes daily. Helped deploy a mobile application for the softphone feature set, improving customer satisfaction from 3 to 5 stars.

Supported fintech operations across payments, billing, transaction history, and sales management products by mapping end-to-end financial workflows across card and account management. Contributed operational requirements to product solutions and supported the launch of the Wow Solution app across iOS, Android, and web in São Paulo.

Built KPI dashboards and performance reports tracking customer behavior, conversion, retention, ROI, and satisfaction to support business decisions and service improvements. Analyzed TripAdvisor and Booking.com guest reviews to identify operational issues and propose data-driven process improvements, contributing to a Travellers' Choice 2018 award and a 8.7 Booking.com rating.

Postgraduate program in Analytics and Data Science for Business (264 hours) completed from Oct 2025 to Jul 2026.

Bachelor's degree in Business Administration completed from 2010 to 2015.