Objective: CRM / BI / Marketing Digital / Project Manager
Professional with +10 years’ experience in CRM, solution architecture, design and solution for BI, Project Management and Marketing, have been worked for multinational companies in areas as such: electronics/software, consumer manufacture, financial, service providers and consultancy.
Experience in hiring, training and develop multidiscipline teams, priorities, productivity increasing, loss reduction and strategic planning.
Experience in raising gap analysis, customer needs and solution implementation.
Expertise in platform integration: Mainframe, WebServices, HTTP, E-Commerce, CTI and Authentication Servers (LDAP/Active Directory).
Knowledge in development tools and databases: C++, JAVA, JAVA Script, tecnologia RESTFull, WDSL, Oracle, SQL Server, MySQL, Sybase, Postgres.
Ability with Operational CRM for customer service: salesforce, Cross-Sell, Up-Sell, customer retention and loyalty programs.
Knowledge of complete CRM suite solution: Epiphany Sales & Service, EDGE, Clarify (Operational CRM), Epiphany Outbound Marketing (Analytic CRM/Campaign Management/BI), Epiphany Interaction Advisor (Inbound Marketing), Workforce Management (Call Center sizing), Infor BI, Predicative/Power Dialing.
Implementation of e-commerce platform end-to-end, connected to Google to Analytics, Ads, social network, SEO development.
Experience of project management using PMO methodology, MS Project, scope definition, requirements, resources, risks, monitoring, costs, deliverable and support, PMP certified.
English and Spanish – Fluent
International experience for Americas (North, Central and South), India and Japan realizing professional activities.
Digital Marketing – Fundação Getúlio Vargas (2016)
Specialization - Marketing – Universidade Anhembi Morumbi (2014)
Post-Graduation in Business Management – Universidade Nove de Julho (2007)
Graduation in Computer Science – Faculdade Leonardo da Vinci (1996)
09/2017 – actual CHOOSE JOIAS
TI & Digital Marketing Manager
E-commerce business development, product life-cycle management, partner and customer relationship management, e-commerce, ERP, e-mail marketing, CRM platforms implementation, SEO, internal and external teams leadership, communication, high end technology mobile thinking, adwords campaigns.
KPI development for sales, store visitors, views, products most seen and sold. Brading development and national expansion project. Social midia management, Facebook, Instragram, Pinterest, Twitter, Youtube and Vimeo.
11/2011 – 11/2017 INFOR GLOBAL SOFTWARE – Atlanta, GA
(Multinational Softwares of CRM)
Project management of low and/or high complexity technical and whole business interface, employees, third-party and all involved areas.
CRM Project management for 48.000 users, involving CRM Analytical (BI), Operational and Collaborative, using whole Epiphany product suite, bring CRM culture for customer organization and unifying customer database and 150 corporation legacy systems.
Responsible for leading multidisciplinary team, costs control, timelines, monitoring and controlling activities, documentation, performance indicators and contract deadlines accomplishes.
Responsible for delivering contract scope providing more than USD 10 millions.
04/2004 – 11/2011 SONY LATIN AMERICA – Miami, FL
(Multinational Electronics Products Manufacture)
CRM Leader and Specialist
Responsible for leading, supporting and developing whole CRM Operational platform and management enhancements for CRM Analytical and collaborative, maximizing business utilization, improving best practice and generating efficient solutions for Latin America region.
New Projects coordination, scope definition, resources involvement, execution management, testing, implementation and costs.
Responsible for raising company needs throughout businesses areas to enhance and solution development.
10/1998 – 03/2004 MITSUCON TECNOLOGIA S/A – São Paulo, SP
(Multinational CRM products commercialization and Consulting provider)
Senior CRM Analyst
Responsible for developing Helpdesk area and CRM solutions for customers and local development team.
Helpdesk team management to provide support for the many CRM products commercialized in the company, acting internationally with partnerships.
Implementing CRM and BI solutions for financial institutions, assurances, energy providers, telecommunications, etc.
PMI Project Management Professional Prep course – 56 PDU’s
Udemy – Web Moderno
Infor – Implementing Project Management Lifecycle – 32 PDU’s
Infor – Managing Projects – Basic Workshop – 32 PDU’s
Infor Skillsoft – Project Requirements And Defining Scope
Infor Skillsoft – Creating Your Own Leadership Development Plan
International Institute For Learning – Lead Cross Cultural Virtual Teams – 12 PDU’s
International Institute For Learning – Managing Multiples Projects/White Belt – 24 PDU’s
International Institute For Learning – Project Management Fundamental – 12 – PDU’s
SSAGlobal (United States) – Epiphany (CRM)
Global Code – Java Intensive training
Avaya – Predictive Dialing
IEX Tekelec Company (United States) – Work Force Management
Impacta Tecnologia – Visual Basic 4 and Java