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Gustavo de Castro Santos

Gustavo de Castro Santos

Data Analyst

Cognizant Technology | Madrid

Technologies

My Portfolio Highlights

My New Track

Data Analyst

My New Project

Introduction to Notebook Projects

My New Course

Introduction to Python

My New Track

Data Analyst

Analytics acrobat, performing feats of insight extraction with grace and agility.

My Work

Take a look at my latest work.

course

Introduction to SQL

DataLab

Project: Investigating Netflix Movies

course

Introduction to Python

course

Introduction to SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to Python
Introduction to SQL
Introduction to Power BI
Introduction to R

My Work Experience

Where I've interned and worked during my career.

Cognizant | Sep 2019 - Dec 2024

Data Analyst at Cognizant for Google

As a Data Analyst, I am responsible for developing the "Operation - Run" Dashboard for the Infrastructure Delivery Management department at Cognizant for Google. My work includes: • Defining all business requirements for various stakeholders and end-users of the dashboard. • Mapping and integrating available data sources to meet business needs. • Developing new processes and improving existing ones to ensure the dashboard is successfully managed and owned by the department. • Presenting detailed reports on data insights to management and assisting in identifying key scenarios based on data trends. • Engaging with a wide range of stakeholders (both internal and client-facing) to understand reporting needs and deliver actionable insights. Additionally, I serve as a Business Intelligence Consultant, providing advisory support on various dashboards and addressing data quality issues within the department.
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Accenture | Jan 2019 - Sep 2019

Digital Marketing Quality Assurance Specialist

• Responsible for the quality of highly personalized optimizations for Google Large Customer Sales clients for EMEA markets. • Creation of training materials and communication of site-wide global policy changes to ensure team alignment. • Responsible for ensuring the highest customer satisfaction surveys for deliverable tasks.

Tenerife Magazine | Jun 2017 - Oct 2018

Digital Marketing Analyst

Responsible for advising clients through digital marketing strategies and managing these strategies through different online channels. Providing experience in all areas of marketing including; email marketing, social media communications, market research and online creative development. My main responsibilities include: • Customer Profiling • Keyword Research • Inbound Marketing • Content Marketing • Digital Strategy • PPC with Google Adwords • Google Analytics management and reporting

Royal Caribbean International | Dec 2015 - Nov 2016

Guest Services Associate

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.

Rádio Tom Social - Rádio Social Plus Brasil | Nov 2012 - Sep 2015

Marketing and Comunications Assistant

Working remotely from Dublin supporting services with daily demands, such as preparing briefings, monitoring of digital campaigns, coordinating the development of sites and campaigns, customer budget control and resolution of financial reasons.

Atento Brasil | Nov 2009 - Aug 2012

Data Analyst (MIS)

• Manage database systems for business management of Advertising department • Designe numerous reports for all levels of management (Excel, Access, VBA) • Manipulate data, using complex Excel functions/formulas • Correspond with users to identify data conversion issues and requirements • Work with programmers in resolving user issues and requirements • Train users on all levels and aspects (end users, report writing, database management)

Atento Brasil | Jul 2007 - Nov 2009

Team Leader

• Providing leadership, management and guidance to all call center staff • Answering front line calls from customers • Conducting staff performance reviews • Handling any customer complaints • Responding to customer emails or telephone inquiries • Ensuring high quality and accuracing in work to the staff • Putting together daily performance reports for senior managers • Liaising with the Call Center management team to monitor the effectiveness of service policies and practices • Troubleshooting any operational problems • Tracking the number of inbound/outbound calls • Being visible at all times to all call center staff • Presenting commendations and awards to the staff

Atento Brasil | Jun 2005 - Jul 2007

Quality Assurance Analyst

• Provide, coaching, feedback and assistance to Access Center representatives based on standardized education, departmental processes, and internal policy and procedures • Monitor and evaluate calls for compliance with rules and regulations of the organization • Evaluate calls for customer service, accuracy of information, and efficiency • Prepare and analyze internal and external quality reports for leadership • Supply leadership with agent monthly reports and coaching documentation • Contribute to the success of the organization by meeting organizational competency expectations and core values, continuously learning, and by performing other duties as needed or assigned.

My Education

Take a look at my formal education

Data Science in Data AnalyticsNational College of Ireland | 2022
Master's degree, Digital Marketing EAE Business School | 2020
Journalism, Radio, Television and Digital Comunication in JournalismUniversidade Bandeirante de São Paulo | 2009

About Me

Gustavo de Castro Santos

Data Analyst • Business Intelligence Specialist • BI Consultant • Business Analyst • Power BI • Looker Studio • SQL

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