Open to opportunities

Nádia Barbosa

@nmbarbosa

Message

After 10 years working on the Customer Service field, I'm now transitioning into Data Analytics.

Spain

Message

What I'm looking for

Seeking a role where I can leverage data insights to optimize processes and enhance customer satisfaction, focusing on business growth and strategic decision-making.

I'm a customer service manager with over 5 years of experience in customer quality management and process improvement and I've recently transitioned to the Data Analytics field. I have a Bachelor Degree in International Relations, I'm certified in Google Data Analytics and I'm currently undertaking the IBM Data Science certificate.

My background includes leading customer service teams, evaluating customer interactions and analyse data-driven insights to enhance customer experience.

Experience

Work history, roles, and key accomplishments

Customer Service Team Manager

Booking.com

Mar 2020 - Jan 2024 (3 years 10 months)

Conducted data analysis on customer support trends using Power BI and Excel. Developed dashboards to track KPIs, improving team performance and efficiency while collaborating with stakeholders to refine processes based on data insights.

Data Analysis Power BI Excel KPI Tracking Dashboards

Customer Quality Team Lead

Cover Genius

Jan 2024 - Oct 2023 (-1 years 9 months)

Led a Quality Assurance team, utilizing data-driven insights to enhance customer experience. Analyzed performance metrics with Zendesk Explore and Tableau, implementing process improvements through JIRA to reduce inefficiencies and increase QA accuracy.

Quality Assurance Data Analysis Zendesk Tableau Jira Performance Metrics Process Improvement Stakeholder Management Reporting

Partner Support Executive

Booking.com

Sep 2018 - Mar 2020 (1 year 6 months)

Utilized data analysis to identify patterns in partner-generated complaints. Created reports highlighting operational inefficiencies, which improved service response times.

Data Analysis Reporting