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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical ability and problem-structuring skills, with a focus on process improvement and customer service operations. Proficient in using data and AI tools to drive actionable insights and enhance client deliverables.
Highest-signal resume keywords
Analytical AbilityProcess ImprovementAdvanced Excel SkillsPowerPoint SkillsFamiliarity With Generative AI Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ImprovementData AnalysisPerformance Indicators (KPIs)Process MappingChange ManagementBusiness Case DevelopmentCustomer Experience (CX)Omnichannel StrategyAnalytical ReportingConsulting Best Practices
Soft Skills
Strong CommunicationCollaborationAttention To DetailProactive Problem SolvingOrganizational Skills
Tools & Technologies
Power BIGenerative AI ToolsCRM SystemsAgile Methodologies
Industry Keywords
Customer Service OperationsBusiness AdministrationEngineeringEconomicsMarketing
About the role
Key responsibilities & impact- Conduct analyses of customer service processes, identifying bottlenecks, improvement opportunities and transformation points using data and AI tools
- Structure recommendations and solutions for the client, translating analytical findings into practical proposals and executive materials (reports, presentations, business cases)
- Act as a qualified liaison with client areas (operations, CX, technology, finance), ensuring alignment and quality in project deliverables
- Support the definition and monitoring of performance indicators (KPIs) for the service operation, proposing continuous improvement actions
- Contribute to building solutions that integrate process redesign, technology and AI into customer service operations
- Prepare and review project documentation (requirements, process flows, action plans) with autonomy and technical rigor
- Support the development of analyst profiles within the team, sharing knowledge and consultative best practices
Requirements
What you’ll need- Analytical ability and problem-structuring skills with business acumen
- Strong written and verbal communication, able to present conclusions objectively to different audiences
- Autonomy to deliver results with quality, organization and attention to detail
- Collaborative profile and ease interacting with multidisciplinary teams and client stakeholders
- Results-oriented and proactive in identifying improvement opportunities
- Bachelor's degree in Business Administration, Engineering, Economics, Marketing or related fields
- Previous experience in process improvement projects, customer service operations or consulting
- Advanced Excel (analysis, data consolidation) and PowerPoint skills to support the development of executive materials
- Familiarity with generative AI tools and BI (e.g., Power BI) applied in analytical and consulting contexts
- Knowledge of agile methodologies, change management and process mapping
- Conceptual knowledge of CRM, omnichannel strategy, service strategy and customer experience (CX)
- Intermediate English for reading and project communication
Benefits
Comp & perks- Medical insurance – 100% company-sponsored (employee and dependents)
- Dental insurance
- Meal or food allowance with no employee deduction
- Life insurance
- Private pension plan
- Welhub
- Employee stock purchase option at a discount
- Pharmacy discounts
- Childcare assistance
- Partnership with language schools
- SAP certifications (unlimited)
- Extended maternity and paternity leave
- Performance-based bonus (PPR) *According to current policy