Beatriz Ribas

Background

About Beatriz Ribas

I have 5 years of experience in the Customer Support area, currently working as a Customer Experience Specialist in Nubank, one of biggest financial institutions in Brazil. I have an action and results oriented mindset, ensuring deliveries and priorities that impact the customer experience and align with the company's objectives. Working at Nubank, I have gained experience in: • Monitoring and improving KPIs such as CSAT (human and machine satisfaction), autoreply deflection, and routing of chats and emails. • Analyzing and presenting data using methodologies such as mix effect, Ishikawa diagram, Pareto analysis, qualitative analyses, and deep dives into operational metrics. • Project management and continuous improvement, ensuring proper backlog prioritization, alignment among stakeholders, task distribution within the team, and utilizing methodologies such as PDCA, DMAIC, and Gantt. • Building queries and dashboards using SQL and Scala, and tools such as Big Query, Looker, and Databricks. • Leadership and development of team members. • Writing automated messages for chat, email, and FAQ, as well as process documentation and macros for operational agents.