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Paula Santos

@paulasantos1

Senior Marketplace Analyst at Lojas Renner S.A., supporting Camicado’s marketplace and developing processes for marketplace operations.

Brazil

Message

At Lojas Renner S.A., I control internal support for the Camicado marketplace partner, monitor service levels, and help resolve systemic issues involving prices, stock, and orders.

I create processes aligned with marketplace management and support development of the management panel. I also simulate errors in a real environment and connect opportunities to improve marketplace processes and products.

At B2W Digital, I developed training projects and supported store integration with marketplaces including Americanas, Submarino, and Shoptime. Earlier, at Br Sistemas, I worked on ERP product requirements, features, and improvements.

Experience

Work history, roles, and key accomplishments

Current

Senior Marketplace Analyst

Current

Lojas Renner S.A.

Jun 2021 - Present (5 years 4 months)

Responsible for controlling the internal support department for the Camicado marketplace partner. Monitors SLA, manages services, and addresses systemic bugs.

Zendesk Omnilogic SLA Monitoring Service Management Marketplace Process Creation

Training and Development Analyst

B2W Digital

May 2019 - Sep 2020 (1 year 4 months)

Developed education projects including seminars, courses, webinars, and e-learning. Applied personal and online training using Livestorm and Eventials, and supported digital product creation with agile methodologies.

Livestorm Eventials Trello Agile SLA NPS Training E Learning

Methods and Processes Analyst

B2W Digital

Jul 2018 - May 2019 (10 months)

Integrated and supported stores with marketplaces (Americanas, Submarino, Shoptime) via Skyhub API. Diagnosed systemic bugs and reported to development team.

Skyhub API Zendesk Salesforce Kibana Confluence Marketplace Issue Diagnosis

ERP Support Analyst

Dataplace Business Solutions

Jan 2018 - Jul 2018 (6 months)

Provided user support and training for ERP modules. Deployed traditional or custom systems and reported bugs to development and testing teams.

ERP User Support Training System Deployment Database Maintenance

Control Assistant

Farmais Franchising

Jan 2016 - Dec 2017 (1 year 11 months)

Provided customer service and support. Controlled orders, goods, stock, and invoices, and developed monthly sales materials for the franchise.

Customer Service Order Management Inventory Control Reporting

Product Development Analyst

Br Sistemas

Aug 2013 - Jun 2015 (1 year 10 months)

Managed user relationships for demand assessment, delivery, and training. Designed new products and features, and gathered requirements for local and web ERP systems.

Product Development Requirements Gathering ERP Metrics Training

Programming Logic Monitor

Centro Paula Souza - Fatec Garça

Feb 2013 - Jun 2014 (1 year 4 months)

Supported students with logic and microinformatics programming languages such as C, C++, and algorithms, along with math and calculus.

C C++Algorithms Mathematics Teaching

Full Service Analyst

SKY Brasil

Jan 2012 - Jun 2012 (5 months)

Provided customer support and resolved technical and subscription issues in the customer relationship sector.

Customer Support Technical Support Subscription Management

Ultrasound Assistant

Amil

Jan 2011 - Dec 2011 (11 months)

Prepared diagnostic medical reports and patient reports, and assisted the medical team.

Medical Reporting Patient Care Healthcare

Contract Assistant

Planecon Seguros

Jan 2010 - Dec 2011 (1 year 11 months)

Handled conference, sending, and canceling of proposals and contracts for health insurance. Maintained contact with operators, brokers, and clients, and issued reports.

Health Insurance Contract Management Client Relations Reporting

Contract Assistant

Lisboa Corretora

Jan 2008 - Dec 2009 (1 year 11 months)

Handled conference, sending, and canceling of proposals and contracts for health insurance. Maintained contact with operators and customers, and issued reports.

Health Insurance Contract Management Client Relations Reporting

Education

Degrees, certifications, and relevant coursework

Sebrae

Certification, Lean Tools

2021 -

Ongoing certification in Lean Tools.

ESPM Escola Superior de Propaganda e Marketing

Certification, Data Protection

2021 -

Ongoing certification in Data Protection with the General Data Protection Law (LGPD) and the changes with the Marco Civil da Internet.

CertiProf

Professional Certificate, Scrum

2021 -

Ongoing certification for Scrum Foundation Professional Certificate.

ESPM Escola Superior de Propaganda e Marketing

Certification, Digital Content Strategy

2021 -

Ongoing certification in Digital Content Strategy.

ESPM Escola Superior de Propaganda e Marketing

Certification, Customer Relationship

2021 -

Ongoing certification in Strategies for building customer relationship rules in digital.

Udemy

Certification, Instructional Design

2020 -

Ongoing certification in Instruction Design: Classroom Training Essentials.

E-Commerce Brasil

Certification, E-Commerce

2020 -

Ongoing certification from the E-Commerce Brazil Forum - Global Edition 2020.

Udemy

Certification, Information Security

2020 -

Ongoing certification in ISO 27001.

E-Commerce Brasil

Certification, E-Commerce

2020 -

Ongoing certification from the Brazil SC 2020 E-commerce Conference.

Centro Paula Souza

Certificate, Scientific Initiation

2013 -

Certificate of Participation in Scientific and Technological Initiation Congress.

Digitalks

Certification, Digital Marketing

2019 -

Ongoing certification from the Expo Forum Digitalks 2019.

Faculdade de Tecnologia de São Paulo

Technologist, Information Technology

2012 - 2015

Completed a technologist degree in Systems Analysis and Development, focusing on creating, designing, and configuring software and systems, as well as auditing systems for errors and failures.