Business Support Analyst

Regis Farias

*** ******* ***** **., ******, GA 301**-***-*** 0880

linkedin.com/in/regisfarias ***********@*******.***

Professional Profile

Tri-lingual IT professional with more than 10 years of experience in technology and telecommunication industries, with a focus on implementation, client support and client success. Vast experience with outsourced and multicultural teams.

Extensive experience in fostering customer relationships, resolving conflict, and identifying new business opportunities. Value-driven product manager with a proven track record of managing systems process life-cycle from planning, design, implementation, process improvement, and maintenance using Agile principles. Passionate about leading cross- functional and outsourced teams. Experience with data extraction, analysis and executive reporting. History of success with technical sales results and direct contribution to business growth and bottom-line profitability.

Experience

IBM, Atlanta, Georgia April 2018 – June 2020

BUSINESS SUPPORT ANALYST

Responsible for maintaining, configuring, troubleshooting, and optimizing company's Portfolio Management Systems throughout the Americas. Direct supporting 3 main financial portfolio systems plus indirect support dozens of other interfaces around globe.

Creating new systems parameters, identifying issues, resolving an average up to 70 tickets per month, validating tests, developing and reviewing reports, updating settings, and correcting database information.

Treating with more than 100 internal and external customers to understand and adapt business and develop requirements to meet market changes and customer needs. Follow those requirements all the way through the implementation, including development, and testing.

Led an RCA in order to reduce tickets amount. Created a how-to tutorial along with training sessions, and as result, the open tickets were reduced by 5% on the first months.

SASCAR (MICHELIN GROUP COMPANY), Rio De Janeiro - Brazil October 2016 – May 2017

CUSTOMER SERVICE SUPERVISOR

Focal during Salesforce implementation as main CRM system.

Managed logistics and security demands for over 50 high profile customer accounts in the Southeast region. Inherited a team with a Service Level Agreements (SLAs) 54%. Throughout the tenure of my leadership, team archived its SLAs 100% of the time.

Improved customer service levels by 30% by building customer relationships, conflict resolution, and focusing on client’s needs. Partnered with sales team to design and develop hardware and software solutions to meet customer needs.

Lead support to full-service portfolio management and execution to customers including solution identification, customization of logistics and security software, technical sales, contract negotiation, service recovery, and end users training.

AUTOTRAC COMERCIO E TELECOMUNICACOES S.A., Rio De Janeiro, Brazil April 2011 – September 2016

RELATIONSHIP ANALYST /SUPERVISOR

Supervised over 300 customer accounts and being focal contact. Also providing technical support, customer relationship and client success.

Delivered more than 100 projects for new clients, also providing business analysis and consulting for customize logistics and security systems.

Acted as a liaison between the National Manager, sales, clients, and development team to design customized solutions tailored to each client's unique needs.

Met all customer satisfaction goals five out of five years

MAGNA INSURANCES BROKER, Rio de Janeiro, Brazil January 2009 – April 2011

FINANCIAL/COMMERCIAL ANALYST

Led transition of a company paper-based processes to sustainable and efficient IT processes and systems. Also responsible for maintain systems and IT infrastructure for 60-employee company.

Designed and maintained a CRM tool using VB6, DB Access, and Excel Macros to track customer financial data.

Created sales team performance reporting and metrics, helping directors to improve results and also profits in more than 5%.

Prepared and conducted sales training to new team members and also recycling. Led project of sales speech standardization.

TRENDNET INFORMATICA, Rio de Janeiro, Brazil June 2008 – January 2009

TECHNICAL SALES ASSISTANT

Managed vendor representation, technical consulting, product training, and support to sales team and customers. Increased in 2 new vendors, what meant an improvement of 5% in shelve space.

Education

Equivalent to Information Systems (BS) UFF - Universidade Federal Fluminense -, Rio de Janeiro, Brazil, 2017

GPA 8.2 - Focus on CRM ERPs

Equivalent to Business Administration (BBA) Universidade Salgado de Oliveira, Rio De Janeiro, Brazil, 2014

GPA 8.5 - Focus on Processes Analysis

Languages

Portuguese (Native) - English (Fluent) - Spanish (Intermediate)

Certificates

Blockchain Essentials - 2019

Big Data Foundations - Level 1 - 2019

Enterprise Design Thinking Practitioner - 2019

Agile Explorer - 2020

Quality in Practice - 2020

Professional Development

WINDOWS CERTIFICATION PREPARATORY - MCURY IT 2012 - 2013

HIGH PERFORMANCE SALES - DALE CARNEGIE TRAINING June 2013

SALES AND NEGOTIATION - DALE CARNEGIE TRAINING September 2013

SALESFORCE - SASCAR (Michelin) internal training September 2016

SALESFORCE ADMINISTRATION - Sales Force.com September & October 2017

ENGLISH CONVERSATION - Level 5 out of 6 - Chattahoochee Technical College, Acworth - GA - August to December 2017

AGILE MANAGEMENT USING FRAMEWORK SCRUM - Udemy - January 2020

Skills Summary

SQL Queries

VBA Macros

Salesforce, CRMs

Microsoft Project

Agile framework Scrum, Jira, Trello, Slack and Kanban

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