Victor Rodrigues Vaz

Experience

• 

  IBM

  Sept 2014 - May 2016

  Analista de Suporte Técnico

  • Responsável por fazer o primeiro atendimento, entender, atender, solucionar e/ou direcionar a solicitação do usuário para o responsável pela solução, de acordo com o definido no processo/procedimento;• Contactar o usuário para obtenção de informações adicionais, se necessário;•Atender o chamado via telefone/ via e-mail / Web conforme os padrões de Qualidade definidos;• Registrar as ocorrências/chamados no sistema de gerenciamento com os dados e a formatação definidos nos processos e procedimentos definidos para cada cliente;• Fazer uso das ferramentas de suporte à operação para prover soluções para os casos reportados pelos clientes; Show less

• 

  Vikstar Contact Center

  Aug 2016 - Feb 2018

  Representante comercial

  Representante Comercial- Responsável pelo atendimento e vendas dos produtos em Instituição Financeira.- Adaptação ao estilo e bases de clientes tais como perfis comportamentais.- Adaptação às estratégias para aumento no índice de vendas.

• 

  SumUp

  Jun 2018 - Feb 2024

  - Responsible for ensuring the best infrastructure on the platform, applying the technical concepts of Marketing Cloud (BUs management, Studios, Setup, etc).- Management of global stakeholders for the implementation of new projects involving Marketing Cloud / CRM (Sharing technical knowledge to help with the idea of ​​a new communication process, channels, best practices, etc).- Management of data sync (Salesforce Sales Cloud, Data Warehouse, SFTP)- Working with APIs and Integrations (Management of Installed Packages, AMPscript, SSJS)- Platform administration, including testing and troubleshooting- Ensuring that all processes follow best practices and laws, respecting and honoring our customers' choices regarding communication channels. Show less - Responsible for supporting and building automated communication with our customers and applying technical aspects of the Salesforce Marketing Cloud Platform to optimize processes at SumUp across different communication channels;- Automating the communication between SumUp and customers by designing, creating and maintaining cross-channel user journeys (Email, SMS, Push, Social);- Administrating the platform, including testing, troubleshooting and data management;- Simplifying users journeys across countries and languages to dynamically retrieve content;- Providing suggestions for marketing automation process and campaigns management;- Responsible for following best practices and ensuring business processes and comms are automated. Show less Social Media Team - Engagement with our customers across different Social Media Channels; - Demand forecast and team activities; - Numbers and Results analysis; - Team Project management: . FaceCare: Through negative situations, seek opportunities for quick solutions and interactions focused on Customer Experience. . WOW: Look for opportunities to transform a simple experience into something unique for our customers.Delegated Administration - Responsible for managing access to the company's main systems in Brazil, Chile and the USA (Google Apps, Salesforce, Slack and other internal systems); - Analysis of new processes and projects for different areas together with the team. Show less

  • Technical CRM Manager

    Nov 2021 - Feb 2024

  • Jr Salesforce Marketing Cloud Admin

    Apr 2020 - Nov 2021

  • Social Media II and Delegated Administrator

    Jul 2019 - Apr 2020

  • Social Media I

    Oct 2018 - Jun 2019

  • Support Agent I

    Jun 2018 - Oct 2018
• 

  Visum Digital

  Jan 2024 - now

  Marketing Cloud Lead

  - Responsible for the growth and development of the Marketing Cloud structure- Providing support to the team on complex projects, serving as a technical reference- Ensuring the successful delivery of any Marketing Cloud solution while identifying new opportunities for customers- Bringing an understanding of new tech features to clients and actively working on developing new solutions (e.g., Data Cloud, Einstein AI)- Aligning with the executive team on the company’s goals and objectives related to Marketing Cloud and ensuring these are achieved- Supporting the commercial team in developing new Marketing Cloud proposals Show less