Dax de Paula

Global CX Analyst (Refunds & Fraud Analysis)

Holafly

Jan 2025 - Current (1 year 7 months)

As a Global CX Analyst specializing in Refunds & Fraud Analysis, I conducted comprehensive operational and data analysis of refund and fraud-related cases within a SaaS platform environment. My role involved identifying inconsistencies in user data, payment records, and activation status to support informed decision-making. I successfully reduced the backlog from 18 days to real-time case analysis through effective workflow optimization and process automation. Additionally, I improved macro structures and internal documentation to standardize resolution procedures, ensuring consistency and efficiency. I collaborated closely with QA and cross-functional teams to enhance investigation accuracy and compliance, while also escalating technically

EMEA Customer Support Specialist (Technical Support)

Holafly

Jan 2024

As an EMEA Customer Support Specialist (Technical Support), I delivered Tier 1 technical support for eSIM activation, connectivity, and platform-related issues across the EMEA region. I effectively managed high-volume ticket queues, ensuring compliance with service-level agreements (SLAs) to maintain customer satisfaction. My role involved creating structured troubleshooting guides, FAQs, and internal documentation, which significantly reduced repetitive incidents and streamlined the support process. I developed and optimized ticket macros and response templates, enhancing handling time and ensuring consistency in customer interactions. Additionally, I contributed to process improvements that supported backlog reduction and operational effi

Service Desk Analyst – Tier 1 (BASF Project)

Tech Mahindra

Jan 2023 - Jan 2024 (1 year 1 month)

As a Service Desk Analyst – Tier 1 for the BASF Project, I provided L1/L2 technical support for enterprise users across the DACH region (Germany, Austria, Switzerland). My responsibilities included supporting Windows, macOS, Office 365, VPN, VoIP, and enterprise SaaS tools, while troubleshooting hardware, software, and network-related issues. I managed the full incident lifecycle in accordance with ITIL best practices and SLA requirements, ensuring efficient service delivery. Additionally, I performed preliminary root cause analysis for recurring incidents and documented solutions to enhance first-contact resolution rates. I collaborated closely with infrastructure, security, and application teams to resolve escalated and high-priority inci

P

Operations & Data Analyst / Team Lead

Planus Brasil

Jan 2020 - Jan 2024 (4 years 1 month)

As Operations & Data Analyst / Team Lead at Planus Brasil, I led operational workflows and performance management for internal teams, ensuring efficiency and effectiveness in all processes. I structured datasets and prepared data models for Power BI dashboards, enhancing data visualization and accessibility for stakeholders. Additionally, I conducted applied operational research to support strategic and process decisions, delivering analytical reports to executive leadership that translated raw data into actionable insights. My role also involved developing expertise in technical support and incident management, where I applied structured approaches to resolve critical issues. I optimized processes to reduce recurring failures and utilized

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