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Work Background
NexforceGroup Manager / Program Manager / CRM Specialist
Jan. 2024Focus on CRM-related responsibilities: -Spearheaded HubSpot CRM implementations, reducing onboarding time for new users by 20%.
-Streamlined workflows for all operations teams, improving lead conversion by 15%. -Provided advanced CRM support, resolving user issues. -Conducted data integration projects, ensuring seamless synchronization across platforms. -Managing leaders to achieve strategic and business goals with the clients, seeking always for improvements focused on Revenue Operations.
NexforceSolutions Manager
Apr. 2023 - Jan. 2024As the Solutions Manager at Nexforce, I was responsible for overseeing and optimizing our business processes, developing innovative solutions, and leading data analysis projects. My role involves: Process Management:
Expertly manage and optimize both internal and external processes using agile methodologies.
Lead projects focused on process analysis and improvements, ensuring effective organizational change management. Solution Development:
Lead system architecture and modeling projects, ensuring best practices in development.
Implement processes and metrics to maintain development quality and proactively resolve complex system issues. Data Analysis:
Lead data analysis projects, enhancing data extraction, cleaning, and analysis processes.
Manage data analysis teams, presenting persuasive insights to align decisions with strategic goals. Project Management:
Oversee complex projects across multiple areas, implementing practices to improve project management efficiency.
Make informed, quick decisions, manage conflicts, and promote team collaboration, with contingency plans to handle project risks. Leadership:
Manage talent development, promote engagement and motivation, and set clear goals.
Make effective decisions, manage resources, communicate organizational vision and strategies, and resolve high-level conflicts to ensure team harmony.
OSF DigitalProject Manager - Salesforce Commerce Support
Apr. 2022 - Mar. 2023
Object Edge IncIT Project Manager
Aug. 2021 - Mar. 2022Porto Alegre, Rio Grande do Sul, Brasil
Object Edge Inc.Support Manager Brazil
Apr. 2018 - Mar. 2022Porto Alegre*Deal close to the client
*Manage tickets
*Organize team allocation
*Send monthly or bi-weekly reports to clients
*Oversee and help support analysts
*Oversee developers job
*Manage meetings (internal and external)
*Create/Update any processes documentation
*Create/Update any internal workflows
*Manage and evaluate team’s KPIs
*Help the Head of Support while creating team’s feedback
*Assurance of the integration between Support and Project Team’s
Object Edge IncLead Support Analyst
Apr. 2017 - Mar. 2018Porto Alegre e Região, Brasil•Strong involvement with delivery on improvements to support processes;
•Responsible for the quality of the OCCs Support
•Project leadership within support process changes for OCCs Support
•End user education
•Documenting (knowledge base, procedures, help guides, etc.)
•Jira Cloud Service Desk administration
•Confluence Cloud administration
•Internal and External Reports regarding OCCs Support SLAs and KPIs
•Team management
•Tickets management
•Strong involvement into OCCs Support Team projects
•Strong involvement within OCCs projects near to Go Live to execute the proper Knowledge Transfer from Project Teams to Support Team.
Object Edge IncAnalista de Suporte N3
Nov. 2016 - Mar. 2017
StefaniniGlobal Business Services IT Support Specialist
Aug. 2014 - Nov. 2016Amcor Tobacco Packaging Brasil - Cachoeirinha Site•Strong involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction
•Responsibility for the implementation of GBS IT shared service standards and support processes to ATBC site
•Responsible for the quality of the IT services delivery
•Project leadership for all IT infrastructure and support process changes for IT shared services
•Hardware installation / repair •Printer and multi-function device management
•Security (alignment with IT policies)
•Contracting / maintenance / leasing contracts
•Software Licensing
•Server maintenance
•End user education
•Asset management
•Purchase (computer consumables)
•Mobile phone / telecoms administration and purchases
•Network administration
•Software rollouts
•Data backup and restore management
•Testing new softwares and hardwares
•User management
•Documenting (knowledge base, procedures, help guides, etc.)
AtentoAssistente de internet
Mar. 2010 - Apr. 2011Auxilio a clientes quanto a navegação, configuração de software de e-mails, cobranças, vendas, configuração de softwares da empresa Terra e antivírus McAfee.
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