Thalis Cerqueira

Experience

• 

  Simpex Serviços em Importação e Exportação

  Mar 2013 - Nov 2014

  Foreign Trade Auxiliary

  Issuing administrative documents related to the export. Contact with customers, carriers, banks and brokers. Document filing, proofreading of documents, spreadsheet tracking.

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  Stefanini Brasil

  Jan 2017 - Jan 2018

  SAP HR Analyst

  Handle customer's incidents from Latin America and the USA. Fulfill an amplitude of data from customer's collaborators into the SAP system. Relationship with customers through follow up calls and meetings in English and/or Portuguese.

• 

  SAP

  Jan 2018 - now

  Product Lead for the Concur Invoice support team.• Technical leadership and main escalation point for regional and global queries• Responsible for organizing process and act as Subject Matter Expert (SME) to build product knowledge within the product group• Training and development of new support enginners, while identifying technical growth opportunities for individual contributors, working collaboratively with their People Managers• Monitor regional case allocation to ensure optimal resource utilization, and global Support KPIs • Assist the Crisis Response Team (CRT) as an Incident Technical Owner for the product area. Own and drive the resolution of P1/P2 issues for the product area. Engaging with both Product and R&D as needed for identifying issues Exibir menos Technical resource and Subject Matter Expert (SME) on for the SAP Concur modules Concur Expense, Concur Invoice and Concur Request.• Provide exceptional support to customers via CRM tool regarding product functionality or technical issues• Troubleshoot systems to offer elegant solutions within established timelines• Provide excellent analytical, written and verbal communication: communicate and collaborate with peers, customers and upper management• Responsible for communicating complex issues both at a technical and non-technical level to different audiences• Constantly empathize with the customers and call them whenever necessary• Effectively manage expectations that are set with customers• Take ownership of situations and seek for continuous improvement, by documenting solutions and collaborating internally to achieve product and process improvement Exibir menos

  • Product Area Lead

    Jan 2022 - now

  • Americas Product Lead - SAP Concur Product Support

    Jan 2021 - Jan 2022

  • Client Support Engineer

    Jan 2018 - Jan 2021