Greater Tauranga Area
I am an Industrial Engineer with over eight years of experience analysing and redesigning operational processes across telecommunications, fintech and retail sectors. I specialise in identifying inefficiencies, implementing structured improvements, and aligning business and technology teams to deliver measurable performance outcomes. My work has reduced compliance errors from 27% to 0% and improved service efficiency by 30% through automation and data-driven process optimisation. I am currently based in New Zealand and seeking a long-term Business or Operations Analyst role where I can contribute analytical depth and operational impact.
Upper Intermediate (B2) - English language programme to strengthen professional communication skills while based in New Zealand.
Identified gaps in critical processes Billing, debt, collecting payments, after-sales, roaming, eSIM and insurance processes from the customer perspective. Redesigned operational procedures improving clarity, empathy and efficiency. Led AI-based voice of customer analysis, achieving 80% accuracy in issue classification. Redesigned suspension/reactivation and mobile insurance processes, reducing complaints. Supported the redesign of digital onboarding for roaming and eSIM, eliminating key friction points in remote service activation.
• Analicé procesos críticos (facturación, cobranza, postventa, roaming, eSIM, seguros), identificando +50 brechas operativas con impacto directo en la experiencia del cliente. • Rediseñé procesos operacionales incorporando criterios de claridad, eficiencia y enfoque en cliente, mejorando la calidad del servicio. • Lideré la implementación de análisis de Voz del Cliente mediante IA, logrando 80% de precisión en la clasificación de problema • Rediseñé procesos de suspensión/reactivación y seguros móviles, reduciendo reclamos asociados. • Desarrollé benchmark de mercado en servicios roaming y eSIM, eliminando fricciones en la activación remota.
Managed and prioritized technology initiatives with financial impact. Designed and improved operational processes in key areas (stores, sales, back office, customer experience, finance, IT). Reduced tax document rejection rate from 27% (2022) to 0% (2023). Implemented contingency plans and eliminated tax process rejections by the SII. Led the design and implementation of monitoring dashboards for critical and regulatory processes.