Carlos Brador

Experience

• 

  LivePerson

  Nov 2017 - Sept 2019

  - Transitioned to email-based support using Salesforce Service Cloud.- Investigated and resolved support escalations from clients, aiming to provide accurate guidance andsolutions to help them achieve their desired outcomes with the product.- Collaborated closely with clients and developers, offering comprehensive technical assistance andreplicating possible bugs for further analysis.- Prepared detailed escalation reports for Tier 3 developers, including necessary logs and a proposedsolution or root cause analysis for the identified issues.- Demonstrated proficiency in using Salesforce Service Cloud to manage support cases and maintainefficient communication channels with clients and internal stakeholders. Show less - Handled multiple chat conversations with clients, providing prompt assistance and resolving technicaldifficulties they encountered with LivePerson's product.- Demonstrated excellent multitasking skills while addressing clients' inquiries and providing effectivesolutions.- Utilized strong product knowledge and troubleshooting expertise to assist clients in resolving theirtechnical issues.- Delivered exceptional customer service by ensuring a positive and seamless experience for clients. Show less

  • Tier 2 Support

    Jan 2018 - Sept 2019

  • Tier 1 Support

    Nov 2017 - Jan 2018
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  Glovo

  Nov 2019 - Nov 2020

  Partners Operation Support

  - Developed reports and analyzed operational KPIs.- Monitored daily orders, qualifications, and incidents, ensuring smooth operational flows.- Improved operational efficiency for partners, prioritizing excellent customer service.- Achieved monthly and quarterly operational KPI objectives.- Supported Account Managers and Partner Business leaders in day-to-day operations.- Managed new member activations and responded promptly to partner inquiries.- Gathered feedback from restaurants and contributed to product improvements.- Maintained strong relationships between Glovo and partners. Show less

• 

  Uber

  Jan 2021 - Aug 2021

  Inside Sales Representative

  - Managed a pipeline of local small and medium restaurants, utilizing a combination of cold-calling (atleast 50 dials per day) and in-person meetings to establish new partnerships.- Created positive first impressions as an ambassador of Uber Eats, fostering long-term partnershipsand effectively communicating the value proposition of Uber.- Conducted contract negotiations to establish strong working relationships with restaurant partners,ensuring mutually beneficial economics.- Collaborated with the Account Management team to ensure a seamless onboarding experience fornew restaurant partners.- Proactively maintained communication channels with prospects through phone, email, and face-to-face meetings. Show less

• 

  V2 Strategic Advisors

  Aug 2021 - Sept 2024

  - Partner with key stakeholders to identify specific solutions and translate business requirements into user stories.- Analyze business requirements and break them down into manageable user stories.- Create clear and concise user stories that accurately reflect the needs of the business and end users.- Collaborate with developers, designers, and quality assurance testers to ensure proper implementation and testing of user stories.- Manage the user story backlog, ensuring proper prioritization and clear understanding by the development team.- Conduct user acceptance testing to verify software meets business needs and identify any issues for resolution.- Stay up-to-date with industry trends and best practices related to user story development and methodologies.- Make recommendations for process improvements and innovations to meet evolving business needs. Show less - Expert in Salesforce Industries, specializing in Media Cloud Ad Sales Management.- Proficient in utilizing Dataraptors, Integration Procedures Flexcards, and Omniscripts.- Collaborate with Senior Consultants and assist Engagement Managers in managing key projectactivities on time and within budget through effective project governance, clear communication, andclient expectation management.- Support Engagement Managers in managing day-to-day interactions with clients at various levels,including individual contributors, managers, and executives.- Assist in creating, maintaining, and distributing project-related communications and documentation.- Collaborate with project team members to oversee the execution of technical deliverables acrossconfiguration, data, and integrations.- Utilize a range of professional skills, such as meeting management, conflict resolution, andpresentations, to support effective project management.- Contribute to solution design, build, testing, deployment, and post go-live support.Participate in and help drive client conversations around people, process, technology, and data-relatedchallenges.- Support requirements gathering efforts and work in conjunction with Senior Consultants to translaterequirements into technical specifications.- Collaborate with Senior Consultants in the development of proposed solution designs and assistin gathering feedback from clients through user testing sessions, contributing to the refinement ofpresentations and ensuring an effective client engagement process.- Collaborate with team members to map out key process flows, develop pros/cons analyses, documentfindings, and present recommendations to clients.- Contribute to the creation of high-quality solution designs and implementations by leveraging V2'sestablished systems, tools, organizational knowledge, and processes. Show less - Collaborated with Senior Consultants to gather client requirements and feedback, leveraging hands-onexperience with the Salesforce Platform.- Actively participated in meetings, taking detailed notes and capturing key discussion points.- Created comprehensive documentation based on meeting outcomes and client feedback to drivesolution development.- Utilized expertise in the Salesforce Platform to build effective and customized solutions that met clientneeds.- Played a crucial role in translating client requirements into technical specifications and solutiondesigns.- Worked closely with the project team to implement and configure Salesforce components, ensuringsuccessful execution of technical deliverables.- Utilized your deep understanding of the Salesforce Platform to provide valuable insights andrecommendations to clients.- Contributed to the creation of high-quality solution designs and implementations by leveraging V2'sestablished systems, tools, organizational knowledge, and processes. Show less

  • Associate Technical Consultant

    Mar 2024 - Sept 2024

  • Senior Salesforce Business Analyst

    Dec 2022 - Mar 2024

  • Salesforce Business Analyst

    Aug 2021 - Dec 2022
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  Palladin Technologies

  Sept 2024 - now

  Salesforce Consultant