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Work Background
ChatZAP SoftwareCEO
Jan. 2024Maringá, Paraná, BrasilI lead the development and operation of a WhatsApp-based customer service SaaS platform featuring advanced automation and AI, seamlessly integrating Customer Service and QA. 🤖 Smart Chatbot & RAG
Designed and deployed a Retrieval-Augmented Generation flow using Pinecone + OpenAI, automating 85% of customer interactions (registration, queries, order status) and reducing average response time from ~20 min to under 1 min. 💰 Sales Recovery
Developed follow-up logic and promotional campaigns via WhatsApp, recovering 30% of abandoned carts and boosting monthly revenue by 15%. 📱 Front-end Suite Coordination
Oversaw development of modules for order tracking, item catalog management, loyalty programs and business rules (payments, delivery status, campaigns), ensuring 100% auditability of workflows. 🔧 PHP Back-end & Database
Modeled RESTful APIs in PHP/MySQL, integrated payment gateways and Pinecone vector service for RAG—achieving sub-200 ms request latencies and high availability. 🧪 QA Automation
Structured Postman API tests and E2E suites with Cypress (JavaScript) and Playwright (Python), increasing test coverage from 45% to 85% and reducing regressions by 40%. Skills: PHP · MySQL · JavaScript · Cypress · Playwright · Postman · Node.js · Pinecone · OpenAI · WhatsApp API · RAG
DnBR TelecomMara Systems Germany - Partner
Apr. 2012 - Feb. 2016Brazil🎯 B2B Prospecting & Sales
Engaged 2,000 ISPs, closing 300 CacheMARA licenses (₨8–10 k each; 20% commission). 🚀 Bandwidth Savings & ROI
Demonstrated average 40% bandwidth reduction and payback in 2–8 months using custom cost-benefit presentations. 🌐 Webinars & Trade Shows
Hosted webinars for up to 10 participants; presented at Abrint, Abramulti, Anid and RedeTelesul—generating ~100 qualified leads per event. 🛠️ Deployment & Technical Training
Oversaw installation of ~120 appliances, training ~200 technicians (1 h sessions) and providing initial remote support. 📞 Support & SLA
Managed 50–100 monthly requests (phone, Skype, email), maintaining a 30 min average response time. 🔄 Tools & Processes
Leveraged advanced Excel and Salesforce to track pipeline, monitor bandwidth, calculate ROI and produce management dashboards. Skills: B2B Sales · Bandwidth Optimization · ROI Analysis · Advanced Excel · Salesforce · Webinar Facilitation · Trade-Show Demos · Technical Deployment · Customer Training · SLA Management
DnBR Computer Store | Internet CaféEntrepreneurial Ventures
Mar. 2004 - Jul. 2014Floraí, Paraná, Brazil💻 - Internet Café (16 Terminals) - Managed network infrastructure and hardware uptime (99% availability). - Provided technical support to 50+ users/day (internet, printers, software). - Implemented a reservation and billing system, increasing average ticket by 20%. 🛒 - Computer Store - Sold notebooks, desktops and peripherals to B2C and small-business clients. - Performed PC assembly, formatting, upgrades and maintenance, ensuring customer satisfaction and loyalty. - Implemented Excel-based inventory control (200 SKUs) and cash-flow management, reducing financial errors by 30%. Skills: IT Management · Technical Support · Sales · PC Assembly · Advanced Excel · Network Management · Customer Service · Administrative Processes
Inuv telecomDiretor na Inuv Telecom
Feb. 2002 - Oct. 2023Floraí, Paraná, Brasil🏗️ Network Architecture & Operations
Designed and maintained a 50 km² backbone with 5 OLTs and 25 towers serving 2,000 clients (1,900 residential/commercial; 100 corporate). 👥 Team Leadership & Training
Led a six-person team (4 Level 1, 2 Level 2), participated in hiring, delivered hands-on training and audited customer-service processes. ⏱️ SLA & Churn Management
Kept annual churn at 1.2%; average telephone resolution under 5 min and field resolution under 1 h, ensuring high customer trust. 🤖 CRM Automation (RBX ISP)
Integrated APIs and scripts for automatic equipment provisioning, client provisioning, OLT and concentrator status checks—handling 200–300 monthly tickets and cutting diagnosis time by up to 70%. 🔍 Monitoring & Troubleshooting
Used Wireshark, MTR, Speedtest, ping/traceroute and custom firmware for precise diagnostics—resolving an average of 100 tickets per month and minimizing unnecessary on-site visits. 🌐 Corporate & On-site Support
Supported enterprise and government accounts, maintaining a 45% regional market share and high satisfaction—critical during COVID when the service was deemed essential. Skills: Fiber-optic Networks · TCP/IP · Wireless · RBX ISP · PHP/MySQL Integrations · Wireshark · SLA Management · Team Training · Customer Service · Automation
RezzumInformation Technology Specialist
Feb. 1999 - Jun. 2000Brazil🖥️ System Development & Maintenance
Built and managed Excel workbooks with formulas and macros to control parts inventory, sales and replenishment planning—improving inventory accuracy. 🧾 Financial Report Automation
Created Excel-based processes for billing and accounts payable, streamlining month-end close and audit readiness. 🛠️ Infrastructure Support
Maintained hardware and local networks (TCP/IP, Windows Server) and provided Level 1/2 help-desk support, ensuring system availability. 🔄 Operational Flexibility
Supported production and accounting teams during off-peak hours to maintain uninterrupted operations. Skills: Advanced Excel (Macros/Formulas) · Basic VBA · SQL Queries · Windows Server · TCP/IP · Technical Support · Administrative Processes
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