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Work Background
DinamizeEmail Deliverability Engineer
Jan. 2022Porto Alegre, Rio Grande do Sul, BrasilDeveloped a dashboard that pinpointed problematic clients, resulting in a 60% reduction in spam complaints to the datacenter. Within 6 months, eliminated "Red" IPs in SNDS and achieved a 150% increase in "Green" IPs, safeguarding the company's reputation and ensuring inbox delivery for millions of emails. - Led and trained a team of specialists to ensure high performance and operational efficiency.
- Developed and executed strategic plans for the Email Deliverability department.
- Configured, monitored, and maintained dedicated and shared IP pools for optimal delivery
Implemented plans to improve inbox placement and IP reputation using SNDS, Google Postmaster, and other relevant tools.
- Managed and resolved abuse complaints efficiently to maintain a positive sender reputation.
- Analyzed key deliverability metrics to identify trends and improvement opportunities
Collaborated closely with cross-functional teams (e.g., Sales, Marketing) to align deliverability strategies with broader business goals. Three-time eAward-winning Dinamize is a marketing automation powerhouse (ESP), offering comprehensive solutions since 2005 that help businesses attract, convert, and retain customers.
AknaEmail Deliverability Engineer
Mar. 2019 - Dec. 2021São Paulo, São Paulo, BrasilSpearheaded a crisis management initiative in 2019, addressing clients blacklisted by Spamhaus. Collaborated with deliverability, infrastructure, and development teams to identify and resolve deliverability issues within three months. This comprehensive approach led to the recovery of IPs, termination of contracts with non-compliant clients, and ultimately, the safeguarding of the company's reputation. - Led a team of specialists at Akna Marketing Cloud (ESP), ensuring high performance and operational efficiency.
- Managed strategic planning and execution for the Email Deliverability department.
- Developed and implemented plans to improve inbox placement and IP reputation using SNDS, Google Postmaster, and other relevant tools.
- Monitored and analyzed key deliverability metrics to identify trends and improvement opportunities
- Collaborated with cross-functional teams (e.g., Sales, Marketing) to align deliverability strategies with broader business goals. Akna is one of the biggest ESPs in Brazil for medium and big companies, founded in 2005, was acquired by Hi Platform in 2022.
AknaMarketing Cloud Product Manager
Jan. 2017 - Mar. 2019São Paulo, São Paulo, BrasilDrove a 200% increase in SMS product revenue within a year by identifying customer needs and launching innovative features previously unavailable in the market. - Orchestrated the full lifecycle of new features and products, from ideation to launch.
- Gathered, prioritized, and analyzed customer suggestions for product improvements.
- Performed in-depth analysis of new product and feature ideas, creating detailed development plans.
- Oversaw the development process, collaborating with cross-functional teams to ensure timely delivery.
- Participated in staging and production testing to identify and resolve issues before product launch.
- Guided internal clients through the implementation and adoption of new products and features.
- Provided training and support to ensure a successful product launch and user adoption.
- Conducted market research to identify emerging trends and opportunities for product innovation.
AknaMarketing Cloud Technical Support Manager
Jan. 2015 - Dec. 2016São Paulo, São Paulo, BrasilCatalyzed a transformation in technical support, implementing enhancements that not only resolved issues but also delighted customers, resulting in a 26% increase in brand promoters. - Led and trained the technical support team to provide exceptional customer service.
- Directed departmental strategy and collaborated with Product and Development teams to enhance the Akna platform.
- Contributed to product development by suggesting new features and functionalities based on client needs and industry trends.
- Created and maintained technical documentation, knowledge base articles, and troubleshooting guides for the support team and clients.
- Collaborated with Sales, Marketing, and Product teams to align support strategies with broader business objectives.
AknaEmail Deliverability Manager
Dec. 2012 - Dec. 2016São Paulo, São Paulo, BrasilEstablished and led the email deliverability department, implementing processes and tools that resulted in a 70% reduction in customer complaints within a year. Implemented solutions such as IP warming, feedback loops, and Return Path's Reputation Monitor to oversee all Akna IPs. Championed IP certification for clients, ensuring efficient delivery and bolstering customer satisfaction. - Established and led the email deliverability department, setting processes and procedures, and building a high-performing team.
- Mentored and trained team members to ensure operational excellence and adherence to best practices.
- Directed the strategic direction of the email deliverability sector to align with company objectives.
- Managed IP infrastructure by configuring, monitoring, and maintaining dedicated and shared IP pools for optimal deliverability.
- Developed and implemented data-driven strategies to improve inbox placement and IP reputation using industry tools.
- Led the investigation and resolution of abuse complaints to maintain positive sender reputation for clients.
- Collaborated with Product and Development teams to suggest and implement platform enhancements based on client needs and industry trends.
- Provided expert guidance to clients on email marketing best practices, deliverability optimization, and compliance with industry regulations.
- Supported clients in resolving complex deliverability issues, including blacklisting, spam traps, and ISP blocks.
- Conducted thorough assessments of client email programs to identify areas for improvement and optimize campaign performance.
AknaMarketing Cloud Training Manager
Jun. 2008 - Sep. 2010São Paulo, São Paulo, Brasil- Established the Training Department, defining its structure, processes, and procedures.
- Designed and developed comprehensive training programs on Akna platform features, email marketing best practices, and deliverability optimization.
- Conducted engaging presentations, workshops, and webinars for clients, tailoring content to their specific needs and skill levels.
- Led and mentored the training team, fostering a collaborative and high-performing environment.
- Collected and analyzed client feedback to continuously improve training content and delivery methods.
- Developed metrics to track the effectiveness of training programs and identify areas for improvement.
- Provided ongoing training and development opportunities for the training team to enhance their skills and knowledge.
- Built strong relationships with clients, acting as a trusted advisor and resource for their training needs.
AknaMarketing Cloud Technical Support Manager
May. 2008 - Nov. 2012São Paulo, São Paulo, Brasil- Managed and trained the technical support team to deliver high-quality customer service.
- Led the strategic direction of the department, fostering collaboration with Product and Development to enhance the Akna platform.
- Provided expert guidance to clients on email marketing best practices, deliverability optimization, and compliance.
- Investigated and resolved complex technical issues related to blacklists, spamtraps, and ISPs.
- Actively contributed to product development by suggesting new features and functionalities based on client needs and industry trends.
- Conducted comprehensive analyses of client email programs to identify areas for improvement and optimize campaign performance.
- Created and maintained technical documentation, knowledge base articles, and troubleshooting guides for the support team and clients.
- Worked closely with Sales, Marketing, and Product teams to align support strategies with broader business objectives.
AknaMarketing Cloud Technical Support Analyst
Nov. 2007 - Jun. 2008São Paulo, São Paulo, Brasil- Provided in-depth technical assistance to clients on Akna platform features and functionality.
- Offered expert guidance on email deliverability best practices, troubleshooting, and optimization strategies.
- Conducted comprehensive evaluations of client email programs to identify areas for improvement and enhance deliverability.
- Investigated and resolved complex technical issues related to blacklists, spam traps, and ISP blocks.
- Communicated effectively with clients, providing timely updates and solutions to technical challenges.
- Contributed to the creation and maintenance of technical documentation and troubleshooting guides.
- Worked closely with Product and Development teams to address client feedback and improve the Akna platform.
VIRID Interatividade Digital LtdaEmail Deliverability Analyst
Aug. 2005 - Nov. 2007São Paulo, São Paulo, Brasil- Provided expert technical assistance on email marketing platform features and functionality.
- Advised clients on best practices for maximizing email deliverability, inbox placement, and campaign performance.
- Ensured client email practices adhered to relevant regulations and industry standards.
- Conducted in-depth analyses of client email programs to identify and resolve deliverability issues.
- Investigated and resolved complex technical problems related to blacklists, spam traps, and ISP blocks.
- Collaborated effectively with clients to understand their needs and provide timely solutions to deliverability challenges.
- Actively participated in the development of the email marketing platform, providing insights and expertise on deliverability best practices.
- Assisted clients in resolving blacklisting issues to restore their sender reputation and improve email delivery rates. Founded in 1996, Virid Interatividade Digital was one of the largest email marketing companies in Brazil, offering complete solutions for digital communication. In 2011, it was acquired by Experian and integrated into the company's Marketing Services business in Latin America.
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