Thalissa Palermo
Lisbon
Summary
Versatile professional with a background in project management, business intelligence, and a strong foundation in customer service and client success. Transitioning to data analytics, I bring experience in interpreting complex datasets and a commitment to driving data-driven decision-making. Eager to apply adaptability and project management skills in the dynamic field of data analytics.
Overview
4
4
years of professional experience
Work History
Junior Operational Manager – Portuguese Market
Foundever
06.2023 - Current
- Implemented comprehensive plans to enhance team performance and operational efficiency.
- Directly managed a team of 4 managers and provide indirect oversight to a 40-person floor team.
- Collaborated closely with support departments to formulate strategic initiatives for Recruitment, RH, Reporting, PIM, WFM and financial department.
- Successfully aligned with the PMO to ensure seamless implementation pf project phases.
- Presently monthly performance results to clients and formulate action plans to address operational challenges.
Quality & Training Operational Manager | EMEA
Foundever
10.2022 - 06.2023
- Implementation of a new and global Quality & Training Process across EMEA region.
- Designed and implemented feedback and coaching process for 11 Markets in Europe.
- Designed and execute a comprehensive Feedback and Coaching process for 11 European markets.
- Crafted a strategic training plan for 11 markets, achieving increase of 20% in quality for French and Dutch markets within three months.
- Streamline internal quality department processes and fostered collaboration between quality, training, and operations.
Project Implementation | Costa Rica
Foundever
06.2022 - 10.2022
- Orchestrated the design and implementation of comprehensive training, OCP (Operational Checkpoint), quality and operational processes.
- Provided critical support to floor operations during the initial three months of the project.
- Supported an increase on 12% in quality, 18% in quality of transaction on the first 3 months of the project implementation.
- Streamlined project implementation processes by identifying inefficiencies and recommending improvements.
- Coordinated cross-functional teams to ensure seamless handoffs between departments during the implementation process.
Lead Team Manager | US Market – Lisbon Based
Foundever
04.2020 - 05.2022
- Strategically reviewed and managed KPIs across daily, weekly, monthly, and quarterly operations, becoming the first market to reach CSMR.
- Led the development of internal process improvements and tailored solutions for clients.
- Established and enforced processes and standards for efficient service delivery.
- Acted as a coach and mentor across two levels of the organization.
- Oversaw project implementation locally in Lisbon and Costa Rica.
- Conducted client process reviews and devised action plans for implementation and modification.
Education
Certification - Data Analytics
Le Wagon
Lisbon03.2024
MBA - Digital Marketing
Universidade Europeia
Lisbon07.2019
BBA - Business Administration And Management
Pontificia Universidade Católica Do Rio De Janeiro
Rio De Janeiro09.2016
Skills
- Data Analysis
- Data Visualization
- Process Improvement
- Business Intelligence
- SQL and Databases
- Project Management
- Database Management
- KPI Tracking
- Excel Proficiency
- Tableau Software
- Data Cleaning
- Python Programming
Affiliations
- City travelling in and beyond Europe
- Reading
- Painting
- Foreign cultures
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Italian
Limited Working
Software
Excel
Kronos
Zendesk
Google Sheets
Big Query
References
References available upon request.
Timeline
Junior Operational Manager – Portuguese Market
Foundever
06.2023 - Current
Quality & Training Operational Manager | EMEA
Foundever
10.2022 - 06.2023
Project Implementation | Costa Rica
Foundever
06.2022 - 10.2022
Lead Team Manager | US Market – Lisbon Based
Foundever
04.2020 - 05.2022
Certification - Data Analytics
Le Wagon
MBA - Digital Marketing
Universidade Europeia
BBA - Business Administration And Management
Pontificia Universidade Católica Do Rio De Janeiro
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