Diego ArrudaSoftware Engineering
PTEN

About

18 years of experience in operations and business. A career spanning customer support, leadership, metrics and root-cause analysis.

Summary

I study Software Engineering and work as an Ombudsman Analyst at Nubank. Eighteen years in operations taught me which problems are worth solving with data, automation and AI.

This site, with its career assistant, is an example.

Explore the projectLet’s talk

Operations experience that shapes my code.

Understanding processes, investigating problems and working with decisions that affect people.

Dec 2024 · present

Nubank

Ombudsman Analyst

I handle complaints on public platforms and regulatory channels, focusing on complex cases, traceability and compliance. I investigate root causes and process failures with other teams. I use metrics and customer feedback to produce analyses and reports that support operational improvements.

Feb 2024 · Dec 2024

RD Station

Financial Support Analyst

I analyzed financial and operational data to identify patterns, inconsistencies and recurring issues. I developed and tracked dashboards and metrics. Working with finance, operations and technology squads, I used these analyses to improve workflows and case traceability.

Jul 2023 · Feb 2024

isaac

Operations Analyst · temporary

I collected and organized operational data for reports and SLA and KPI monitoring. I identified bottlenecks and recurring issues to support preventive action. I provided analytical support for financial and operational routines, consolidating information in spreadsheets and reports.

Jun 2020 · Oct 2022

MadeiraMadeira

Operations Supervisor

I used SQL, Excel and Google Sheets to track backlog, SLA, FCR, resolution rates and AHT. I developed dashboards and management reports and led a remote team through feedback, quality reviews and individual development plans. I contributed to Madeira Decora and Iguanafix, supporting operational workflow improvements.

2008 · 2020

Electrolux · Healthcare · Rumo

Quality & operations

After-sales, fiscal, audits, metrics, SAP and quality management in regulated environments.

Education & Credentials

Education and qualifications in data, AI and software engineering.

Technical learning grounded in professional experience.

Academic Background

Ongoing

Bachelor's in Software Engineering

Uninter · In progress
Ongoing

MBA in Data Science, AI & Analytics

USP/ESALQ · In progress since October 2026
Completed

Technologist in Management Processes

Estácio · Completed in 2025

Professional Qualifications

Certifications, courses, specializations and training.

93 courses & certifications

Featured

  • Análise de dados como suporte à tomada de decisão · Enap · 2026
  • Aprendendo com Python · Enap · 2026
  • Certificação em Ouvidoria · ABBC - Associação Brasileira de Bancos · 2025
  • Git e GitHub: compartilhando e colaborando em projetos · Alura · 2024
  • Modelagem de banco de dados relacional: modelagem lógica e física · Alura · 2024
  • PostgreSQL · Alura · 2024
  • Power BI Desktop: construindo dashboard · Alura · 2024
  • Scrum Foundation Professional Certification - SFPC™ · Certiprof · 2024
  • Metabase · Udemy · 2023
  • SQL: a linguagem dos bancos de dado · Escola Conquer · 2023
01 Journey

Career path from operations to software engineering, data and AI.

My move into data didn't start from zero. It's the result of years solving real problems with processes, metrics and critical decisions.

Oct 2026 · now
MBA in Data Science, AI & Analytics
USP/ESALQ · in progress
Dec 2024 · now
Ombudsman Analyst
Nubank · root-cause analysis and process improvement
2023 · 2024
Operations & Financial Support Analyst
isaac · RD Station
2020 · 2022
Operations Supervisor
MadeiraMadeira · leadership & quality
2008 · 2020
Start & operational base
Electrolux · Healthcare · Rumo

Data and AI: where business becomes intelligence.

I believe data exists to solve real human problems. I blend operational insight, technical analysis and AI to drive better decisions.

Data at work

SQL, Excel and Google Sheets to track metrics and build reports.

Analytics and visualization

I study Power BI, Metabase and Python to analyze data and present results.

Artificial Intelligence

Generative AI and my own assistant built with the Claude API, like the one on this site.

Process automation

I study and apply automation to reduce manual work in operational routines.

Technologies I use and study.

Grouped by where they come in: work, operations, study and this site.

All ToolsFull stack view.
SQLExcelGoogle SheetsSalesforceZendeskFive9Google WorkspaceProcess AutomationPostgreSQLPower BIPythonPandasNumPyMetabaseLookerKibanaJavaScriptHTMLData ModelingTypeScriptReactNext.jsGit/GitHubClaude APIPrompt EngineeringGenerative AI