Luisa Boudens Rocha Educational Operations Lead | Customer Experience & Digital

Educational Support Operations Lead

Hashtag Treinamentos

Aug 2025 - Current (9 months)

Lead educational operations for 10+ online courses serving thousands of students, managing workflows handling ~2,000 student questions monthly. Coordinate a team of 18 subject-matter specialists, maintaining SLA performance above 80%. Built Power BI dashboards and automated reporting workflows, replacing manual Excel tracking. Improved operational systems through data analysis and workflow optimization. Introduced AI-assisted syllabus creation workflows, reducing preparation time from ~5 hours to under 20 minutes. Led hiring and onboarding processes for new specialists.

Product & Operations Assistant (AIESEC Global Talent Program – International Experience)

Devsinc

Jun 2025 - Aug 2025 (3 months)

Conducted UX research and market analysis to support product decisions. Designed low-fidelity wireframes and supported prototyping in Figma. Contributed to user stories and product requirements, improving feature clarity. Supported information architecture design, structuring systems and user flows.

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Business Operations Consultant | Data & Process Optimization (part-time)

May 2025 - Current (1 year)

Managed workflows for 40+ monthly operational payments within a regulated pension fund environment. Developed a control system for recurring payments, reducing risk of missed or incorrect payments. Contributed to automation improvements in payment provisioning workflows. Implemented Microsoft Planner for team workflow organization. Trained new team members and coordinated operational activities.

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Independent Consultant – Microsoft Excel | Data Analysis | Finance

zero trivial

May 2025 - Current (1 year)

Designed and delivered 1:1 and small-group Excel lessons. Known for making complex formulas and processes simple and relevant. Strengthened my ability to adapt tools to users, explain clearly, and train efficiently.

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Management Consulting Volunteer

Instituto GESC

Jan 2025 - Current (1 year 4 months)

Guidance and support to civil society organizations (CSOs) in areas such as strategic planning, project management, fundraising, and organizational development.

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Business Operations Analyst

Postalis Previdência Complementar

Mar 2024 - Mar 2025 (1 year 1 month)

I optimized the Accounts Payable process by applying the Kanban methodology for task management, using Microsoft Planner as the primary tool. This improved the definition of responsibilities, task stage tracking, and overall agility. I automated the preparation of payment provisions by implementing an import-ready spreadsheet. As a result, the task execution time was reduced from an average of three days of manual routines to approximately 30 minutes, requiring only minor manual adjustments and automatic import. Additionally, I enhanced the control of fixed payments in the department by developing a monitoring spreadsheet. This enabled a solid system for tracking the payment schedule, creating payment provisions, and completing the process

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Education, Research & User Support

Nov 2022 - Dec 2023 (1 year 2 months)

During this period, I worked across research, education, and user support roles, focusing on helping individuals understand concepts, solve problems, and engage effectively with content. These experiences strengthened my ability to communicate clearly, adapt to different audiences, and structure information in a practical, user-centered way. Undergraduate Researcher — Universidade de Brasília Accessibility Tutor — Universidade de Brasília Tennis Instructor — Sports Center / Schools Dance Instructor — Universidade de Brasília

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Administrative & Financial Operations Intern

Corrida Perfeita

Feb 2021 - Mar 2022 (1 year 2 months)

Supported customer service and billing operations Reviewed and corrected invoice data to ensure financial accuracy Assisted in calculating and validating employee commissions Maintained administrative and financial operational records

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Consulting Intern

Capital Digital Consultoria

Jun 2020 - Dec 2020 (7 months)

I worked as an assistant in Business Planning projects. My responsibilities were: market research, strategic planning, social media planning and others.

Sales Consultant

AIESEC

Jan 2020 - Jun 2020 (6 months)

I worked as a sales consultant for volunteer exchange programs, where I developed skills in sales techniques, preparation of product presentation materials, and one-on-one feedback meetings. I was also involved in creating individual development plans, working collaboratively in a team, and maintaining a strong focus on goal-oriented performance. Additionally, I handled lead engagement and follow-up using a CRM system, ensuring an efficient and structured sales pipeline.

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Presidente - Gestão | Comunicação | Representação Discente

Centro Acadêmico de Administração CAADM UNB

Jan 2019 - Jul 2020 (1 year 7 months)

Participei ativamente de reuniões de Conselhos, Colegiados e Núcleo Docente Estruturante como representante discente. Liderei a organização de ações para arrecadar fundos para causas solidárias e de eventos de capacitação, dei suporte contínuo para os estudantes a respeito de assuntos acadêmicos (dúvidas sobre matrícula, oportunidades, matérias etc.) e dei suporte nos eventos da Semana Universitária de Administração.

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Diretora de Assuntos Acadêmicos - Eventos | Representação Discente

Centro Acadêmico de Administração CAADM UNB

Aug 2018 - Dec 2018 (5 months)

Participei da formulação de uma gestão focada em promover maior integração entre os estudantes do curso. Organizamos eventos de integração, recepção de novos alunos e criamos grupos de comunicação para a divulgação de avisos, vagas de estágios e demais informações pertinentes.

Luisa Boudens Rocha

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