Larissa Frezarin da Cunha

Invited to participate in the launch of a gambling website for the Brazilian market.

• Developed comprehensive customer support process and procedures: (website testing, account verification, payments, fraud prevention) resulting in a 10% daily decrease in erroneous account suspensions.
• Created an interactive Dashboard: Compiled data from multiple sources into existing Power BI datasets, improving service efficiency and contributing to a 30,000 EUR monthly deposit rate increase.
• Leveraged data to enhance customer experience: Analyzed 6 months of customer interactions and data to create a personalized Chatbot, which increased efficiency by 40%.
• Mitigated risk and ensured compliance: Conducted KYC/AML analyses, monitored accounts, and generated reports for the fraud and risk department, enhancing practices and reducing risks.
• VIP account management: Managed 30 VIP accounts, offering personalized service, identifying upsell opportunities, and fostering a high-value customer experience.
• Successfully trained a 16-member team: Led comprehensive training in Brazil, ensuring efficient execution of newly created processes and contributing to consistent, high-quality customer support delivery.

Acted as European customer advisor, ensuring high satisfaction

• Provided multi-channel customer support excellence: Efficiently managed 60-90 chats and 100-200 emails daily, addressing diverse account, payment, and betting inquiries with a 9/10 performance rating.
• Ensured high-quality customer service in a dynamic environment: Delivered exceptional support across chat, email, and phone channels, adapting to the demands of a fast-paced setting.
• Led knowledge transfer for successful BPO transition: Invited to join the BPO team, playing a key role in summarizing the knowledge base and developing training materials for seamless integration with Brazilian third-party vendors.

Enabled proactive business decisions by establishing real-time KPI dashboards and controls.

• Developed and implemented comprehensive cloud-based company controls: Leveraging dynamic dashboards and data analysis to streamline access to inventory, materials, budgets, and financial documents.
• Managed sales and regulatory processes: Created sales quotations for services and ensured regulatory compliance, facilitating construction projects in specific areas.
• Enhanced company-wide accessibility and efficiency: Led the transition to a cloud-based system for crucial documents, enabling remote access for all employees and contributing to seamless operations during challenging times.

Optimized maintenance processes and customer service delivery through KPI development and team leadership

• Enhanced operational monitoring: Created and customized daily/monthly KPIs for international teams in Europe and Asia.
• Led and supported a global team: Managed and monitored 20+ Google credit analysts in the Philippines and Poland, ensuring quality service delivery for customer requests.
• Spearheaded successful tax project: Coordinated Google Argentina Tax Project, implementing changes in communication and controls that significantly improved customer response KPIs by 38%.
• Proactively engaged stakeholders: Initiated meetings with unaware departments, explaining the systems maintenance team's role and driving a 15% increase in requests for continuous improvement.

Latin American Data Analyst responsible for identify and implement best practices, optimize processes for enhanced control and reporting.

• Led comprehensive financial analysis and control: Managed South American shipments for CEVA, analyzing volume, costs, sales, taxes, and exchange rates across countries. Streamlined processes, reducing monthly reporting time from 15 to 2 days, improving decision-making efficiency.
• Transformed intercompany accounting practices: Developed and implemented accounting procedures from scratch, establishing the department as a Latin American benchmark for organization, controls, policies, and risk management.
• Ensured accurate financial reporting and compliance: Managed intercompany accounts, identifying and implementing process improvements, and preparing documentation for invoice reconciliation, including local and international fees.
• Proactively resolved financial discrepancies: Analyzed, controlled, and disputed incorrect debit/credit notes, recovering 400,000 reais in receivables by clearing a backlog of 15,000 unprocessed invoices.

• Supported policy and procedure management: Assisted with keeping company policies updated, compliant, and approved, which helped reduce delayed material shipments by 30%.
• Assisted internal and external audits: Helped Avon auditors by preparing documents and supporting control owners, contributing to a smooth and efficient audit process.
• Monitored and reported on control activities: Tracked progress of control measures and identified areas for improvement, contributing to better operational efficiency and risk reduction.

• Supported the Project Management Office (PMO): Tracked project progress and identified risks, consolidated reports, and assisted with monitoring Lean Six Sigma project performance. This helped increase customer satisfaction survey response rates significantly, from 30% to 78%.
• Developed training materials and presentations: Created engaging presentations and compiled data from customer satisfaction surveys for various projects. This improved employee understanding and supported data-driven decision-making.
• Contributed to clear communication through visual content: Used creativity to design informative content for company displays based on weekly data and results.
• Applied Six Sigma knowledge to improve processes: Completed Six Sigma Yellow Belt certification and used the skills learned to enhance quality and optimize processes within the bank.