Lucas Silva

Experience

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  FORTLEV

  Jan 2014 - Jul 2014

  IT Infrastructure Technician

  Responsible for network support, data center monitoring, CCTV,Field Service Level 1. Technical support and customer service, managing theequipment, daily control of internal and external calls, realization ofconfigurations and administration of servers and network infrastructure, identifyingproblems and implementing solutions; review of user profiles and preparation ofreporting, participating in the definitions and acquisitions of third-party applications on the topic ofaccess security, as well as in the development of manuals and preparation ofdocumentation, aimed at meeting internal and external audits. Show less

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  Stefanini

  Apr 2015 - Sept 2015

  IT Support Specialist

  Responsible for the entire network and computers of the Espírito Santo - Brazil branch, responsible for internal and external calls with suppliers, responsible for monitoring links, datacenter and other IT processes and equipment.

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  ISAPA IMPORTAÇÃO E COMERCIO LTDA

  Aug 2015 - Jul 2016

  IT Analyst

  Responsible for the entire network infrastructure, computers and other IT assets of branches of the company in the State of Espírito Santo - Brazil. Responsible for internal and external calls with suppliers, responsible for network links and also for monitoring, data center and other processes and computer equipments.

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  Oxfam International

  Dec 2017 - Jun 2018

  Door to Door Salesperson

  Responsible for recruiting donors for Oxfam Ireland – Dublin team, meeting weekly targets.Inspiring the Dublin team to meet their own personal targets and helping them to developgood communication skills, providing all the training and knowledge needed.

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  Volkswagen Group UK Ltd

  Aug 2018 - Jan 2019

  CATI Interviewer

  Interview customers by telephone, mail, in person or by other means to fill out forms,applications or questionnaires for a detailed analysis of the quality of service provided.

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  UNICEF

  Aug 2018 - Nov 2018

  Door to Door Salesperson

  Responsible for recruiting donors for UNICEF, meeting weekly targets. Inspiring theDublin team to meet their own personal targets and helping them to develop goodcommunication skills, providing all the training and knowledge needed.

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  AMD

  Feb 2019 - Aug 2022

  Customer Success Manager

  Responsible for responding to customers queries in a timely and accurate way via phone and email. Identifying customer needs and helping them with specific features, analyzing and reporting products/softwares malfunctions. Calling customers and businesses to check on recent purchases and try to sell post-purchase warranties and products.

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  XPools USA

  Aug 2022 - Jan 2024

  I was in charge of developing and implementing operational strategies aligned with the company's goals, focusing on efficiency, quality, and innovation in pool manufacturing. I oversee daily factory operations—production, logistics, quality, and maintenance—streamlining processes for targets. I set high-quality standards, using stringent systems to exceed customer expectations. Identifying cost-saving opportunities, I lead teams to cut waste and boost profits. I guide a team of managers, fostering collaboration and learning, and drive innovation with new tech and processes. I planed production capacity, suppliers and vendors relationships, external and internal contracts, ensure safety compliance, and am in charge of all online operations such as website and marketing in general. Show less

  • General Manager

    Jun 2023 - Jan 2024

  • Customer Success Manager

    Aug 2022 - Jun 2023
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  HelpGrid - BuyGoods

  Jan 2024 - Nov 2024

  Expertise and Guidance: I act as a subject matter expert on products and customer service, providing knowledge and resources to support outbound sales agents.Customer Concerns: I address customer concerns accurately and promptly.Training and Coaching: I coach and train agents to improve their sales strategies and provide product updates and guidance.Product Knowledge: I continuously improve my knowledge of products and services to maintain competitive advantages.Reporting and Analysis: I develop and analyze reports to identify opportunities for process optimization.Business Operations: I evaluate and consult on business operations, providing mentorship and specialized knowledge.Administrative Tasks: I manage reminders, department groups, and maintain records of sales statistics, transactions, and team members' logs.Communication and Collaboration: I participate in meetings and training sessions, share relevant stats, and keep agents informed and motivated.Support and Feedback: I shadow and coach new or struggling agents, sharing successful strategies for upselling and cross-selling. Show less I am responsible for making personalized outbound calls to engage with customers who abandon carts, explaining the benefits of completing their purchase. Analyzing customer data to understand abandonment reasons and address concerns like shipping costs or technical issues. Providing exceptional service, responding promptly to inquiries and offering tailored solutions. I collaborate with teams to optimize cart recovery and minimize future abandonment. I maintain accurate records using CRM systems for analysis. I stay updated on industry trends to improve performance. Show less

  • Subject Matter Expert

    Jul 2024 - Nov 2024

  • Outbound Sales Specialist

    Jan 2024 - Jul 2024
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  Noping Tunnel

  Dec 2024 - now

  Head of Customer Success

  As Head of Customer Success at NoPing, I manage a team of 10+ people responsible for customer support, software testing, and general IT operations. I lead strategies to maximize customer satisfaction and retention, ensuring proactive and high-quality service. Additionally, I focus on process optimization, data analysis for decision-making, and developing initiatives that enhance user experience and drive business growth.