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Work Background
GupshupProject Manager
Feb. 2024
ZENVIATechnical Account Manager
Jun. 2023 - Jan. 2024
ZENVIATechnical Lead
Jun. 2022 - Jul. 2023• Conduct technical alignment meetings with clients.
• Collaborate with the product owner to define MVPs.
• Inspect API documentation provided by clients to be used in the project.
• Assist the product owner in writing technical user stories.
• Guide project development to ensure maintainability and scalability.
• Support developers with technical questions that arise during project development.
• Inspect deliverable code to ensure adherence to best practices.
• Ensure the responsible use of company resources during project development.
ZENVIASenior Integration Analyst
Aug. 2021 - Jun. 2022• Lead projects from original concept through final implementation, achieving key business goals;
• Analyze problems and root causes, interacting with different areas, proposing ideas to automate
processes and tools that offer more agility to customers;
• Implement and monitor metrics. Use these metrics to guide work and uncover hidden areas of opportunity;
• Extract business insights based on quantitative and qualitative analysis and surveys;
• Support regular business reviews with stakeholders and help influence them to achieve business results.
N49Chatbot Specialist
Mar. 2020 - Jun. 2021• As the leader of the chatbot division at the company, I participated in both technical and commercial meetings, managed projects, and developed chatbots on the Zenvia Flow platform.
• I worked on over 120 projects of various sizes and complexities, interacting with stakeholders from companies such as Havan, Santander, Hospital Albert Einstein, Laureate Education, Bradesco, Prudential do Brasil, Hyundai, Unisinos, ESPM, Unimed, ClearSale, Awari, and others.
• I have extensive experience with API integrations, connecting chatbots to ERPs, CRMs, financial systems, marketing automation systems, real estate systems, help desks, human-assisted service platforms, and others. • Scoped, priced, and provided guidance on developing applications to enable specific solutions.
• Conducted training sessions on the Zenvia Flow platform
• Provided chatbot curation services, testing and iterating chatbot performance to optimize outcomes such as conversion rates, customer satisfaction, and task completion.
N49 PLATAFORMA DE E-COMMERCETechnical Support Analyst
Apr. 2019 - Mar. 2020Porto Alegre e Região, Brasil• Worked in technical support for our e-commerce platform, understanding client demands and solving their problems through tickets, providing the best experience.
• Partnered with clients to scope, price, and launch new customized features that met their needs.
• Interacted with different areas of the organization, such as project and product teams.
• Analyzed incoming tickets to prioritize and manage them effectively, ensuring critical issues were addressed promptly.
• Conducted onboarding for new clients after the project phase, explaining all platform functionalities.
Taghos TecnologiaInternational Sales
Nov. 2016 - Dec. 2018• Managed the international customer portfolio of the company.
• Carried out pre-sales research, analyzing the customer's topology to make the most adherent offer.
• Prospected end-customers (telecom operators and internet providers) in Latin America, the Middle East, Africa, and Asia, and established new partnerships with resellers in the target countries.
• Conducted relationship-building, negotiation, proposal development, post-sales, and retention activities.
• Collaborated with managers to define a business strategy for new markets.
• Worked with the marketing team to translate and adapt promotional materials, website, social media, datasheets, contracts, and manuals.
• Assisted the technical support team in planning, software implementation, and issue resolution.
• Owned new business opportunities in South Africa, Angola, Ecuador, Philippines, India, Iraq, Lebanon, Mozambique, Nepal, and Venezuela.
• Created a new commissioning plan for resellers and provided technical guidance for implementation, boosting sales.
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