São Paulo, Brazil
Computer Engineer API & Integrations Node.js JavaScript HTML5 Management Leadership Cloud AI
Senior Manager for the AMER support team (English, Portuguese and Spanish), dealing with customers across the globe. 100% Cloud solution. Roles: Provide oversight and leadership for the global team. - Learn and understand the needs of team members and ensure that they are set up for success. - Lead the AMER leadership calls, provide content, train managers and ensure they are up to speed on processes. - Responsible for developing relationship with Genesys partners and ensuring they can support our platform, follow processes and helping their end customers with technical questions. - Evaluate current practices and propose improvements that will make the team more efficient. - Experimentation: Implement improvement ideas on a small scale to validate their effectiveness. - Daily oversight of staff to ensure the efficiency of work allocation, focus and status. - Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products. - Provide escalation support and be prepared to work directly with customers in finding a solution to their issues. - Provide team administration and performance reviews. - Support the hiring and on-boarding process for new team members. - Manage team performance to targeted key performance indicators. - Introduce and maintain continuous performance process and standards. - Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives. - Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud. - Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.
Manager for the Americas support team (English, Portuguese and Spanish), dealing with customers across the globe. 100% Cloud solution. Roles: Provide oversight and leadership for the global team. - Learn and understand the needs of team members and ensure that they are set up for success. - Evaluate current practices and propose improvements that will make the team more efficient. - Experimentation: Implement improvement ideas on a small scale to validate their effectiveness. - Daily oversight of staff to ensure the efficiency of work allocation, focus and status. - Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products. - Provide escalation support and be prepared to work directly with customers in finding a solution to their issues. - Provide team administration and performance reviews. - Support the hiring and on-boarding process for new team members. - Manage team performance to targeted key performance indicators. - Introduce and maintain continuous performance process and standards. - Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives. - Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud. - Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support. Tools: - SalesForce - JIRA - Tableau - Genesys Cloud - Azure
Training customers and partners in Genesys Cloud platform, APIs, helping them to become more successful using the Cloud solution. Responsible for identifying new ways of improvement using Data. Coming up with new ideas in order to improve customer’s results and ensuring effective communication between client and support team. Create dashboards using SalesForce in order to optimize data and present it to Sr. Leadership. Responsible for creating new views regarding the team´s performance along with identifying technical training gaps and providing them. Tools: - Azure - SalesForce - Tableau - JIRA - Genesys Cloud
Responsible for analyzing, understanding client’s business, projects (network, telecom) design and deployment. Leading AI (Artificial Intelligence) calls, following up with tasks, performance and also developing relationship with the client. Also, responsible for providing daily reports (performance, daily tasks) and developing ways to improve client’s results. Noble dialer certified (Atlanta, USA), having the responsibility of managing client’s dialer directly and providing support (load Leadlists, servers maintenance, etc.) Tools: - JIRA - VM - Scrum - Noble - Putty
Responsible for analyzing and fixing Braskem ‘s employees private pension funds in order to make sure payments were processed correctly.
Responsible for assisting users with general issues related to hardware, software and also with mobile issues. Providing excellent customer support to internal users at Bloomberg in Latin America. I’ve also had the opportunity to work at Bloomberg HQ in New York City.
Worked in the Retirement area, updating data base according to clients' needs, helping software developers on clients' websites design and helped the QA team on software tests. I was also responsible for providing support (solo) to the company’s actuarial system.