Arthur Mafra Lazaro Email & Phone Number

Saratoga Springs, Ut, Us

Salt Lake City, Utah, Us

Salt Lake City, Utah, Us

• Spearheaded the redesign of dataflows within a cutting-edge data architecture, achieving a remarkable 10-fold reduction in processing time. This transformation significantly enhanced the efficiency and agility of data analytics processes.• Streamlined data integration across various datasets, establishing a single source of truth that ensured the availability of precise and consistent information throughout the organization. This unification greatly improved decision-making and reporting accuracy company-wide.• Pioneered the implementation of robust Governance practices to optimize data utilization, promoting transparency, and trust in data. Additionally, documented critical processes and metrics to facilitate seamless data management and decision support.• Demonstrated proficiency in data extraction and integration by developing custom connectors in Domo for extracting data from third-party product APIs, expanding data sources and improving data-driven insights.• Innovatively created and automated scripts for accessing the Domo API, ensuring data backups for maintenance and compliance, thereby guaranteeing data reliability and security.• Elevated project management efficiency by introducing a Kanban board within Jira, including board setup and configuration, along with conducting comprehensive training sessions for the entire team. This enhanced project visibility, collaboration, and delivery timelines.

San Ramon, Ca, Us

• Orchestrated critical key performance measurements in CSAT, customer engagement, and case resolution, leading to actionable insights that significantly enhanced the quality of cases submitted by customers and substantially reduced overall resolution times. Notable contributions include pioneering and implementing innovative ideas.• Distinguished performance in case management, consistently delivering value to customers through proactive follow-ups. Achieved an exceptional average follow-up response time of 2.6 days, surpassing the team's average response time of 3.6 days, resulting in improved customer satisfaction and issue resolution.• Spearheaded the implementation and integration of CRM, KCS (Knowledge-Centered Service), Deflection, and Analytical Support methodologies, forging collaborations across multiple teams. These efforts elevated knowledge sharing, problem-solving efficiency, and customer support capabilities.• Demonstrated versatile expertise in Accela product lines, encompassing GIS, API, Mobile, Public Stuff, Configuration, Scripting, Partner Support, Networking Architecture, and more. This comprehensive knowledge enabled the provision of comprehensive support, contributing to the swift resolution of complex technical issues.• Contributed to the Accela community by crafting insightful articles with appropriate tagging and cross-referencing, facilitating knowledge sharing and enhancing the user experience for both internal teams and customers.• Maintained an exemplary CSAT score of 4.9 out of 5.0 throughout the tenure as a Technical Support Engineer, reflecting a consistent commitment to customer satisfaction and support excellence.

Salt Lake City, Ut, Us

• Collaborated within an Agile Kanban framework to identify, report, and facilitate discussions on system bugs and enhancements, playing a vital role in maintaining the quality and efficiency of the product.• Spearheaded the training and onboarding of new support team members, ensuring a seamless transition into their roles. Effectively coordinated and managed team tasks, fostering a collaborative and productive work environment.• Took charge of managing departmental projects from inception to completion, reporting progress and outcomes directly to the director. These projects contributed to process enhancements and operational efficiency.• Streamlined the data input process for courses and assignments, resulting in improved accuracy and efficiency, which benefited students and the organization.• Provided invaluable support to both teachers and support specialists in utilizing the class organization system. This assistance enhanced the user experience and ensured a smooth workflow for educational professionals.

Salt Lake City, Ut, Us

- Answered nearly 30 calls and responded to an average of 20 emails daily from customers inquiring about products, billing, and shipping issues, and helped with the purchase process.- Became a specialist within a couple of months and helped new hires in training by having them shadow me and also sitting with them to show how it was done.

Borehamwood, Hertfordshire, Gb

• Pioneered the development and design of a comprehensive Database System in collaboration with the IT department, facilitating the centralized storage of vital customer information, product pricing, and purchase data. This system was subsequently adopted across all Sales Departments, optimizing data management and accessibility.• Diligently managed international customer accounts in alignment with established protocols and manager directives, ensuring the seamless execution of customer engagements.• Acted as a liaison between the Quality Assurance and Operations Departments, ensuring strict adherence to regulatory procedures, thus maintaining the highest standards of product and service quality.• Established effective communication with the Financial Director to address financial matters such as currency management, financing substantial orders, handling outstanding payments, and resolving unique financial scenarios.• Capitalized on the capabilities of the Database System to successfully secure an impressive 10 high-value deals, leading to a remarkable 14% increase in total annual revenue. This achievement reflects an ability to leverage technology for tangible business results.

- Responsible for prospecting 6 new long-time customers;- Created Google Adwords and Facebook Marketing campaign that resulted in 100+ messages/week asking for quotes and a PPC of less than 1 cent.

Florianópolis, Santa Catarina, Br

- Monthly media plans for Chevrolet in the state of Parana.- Increased investment in media and special projects for the client.- Investment Optimization directing efforts to more assertively audience .- Analysis of proposals based on profitability for the customer.- Customer Services.

Curitiba, Paraná, Br

Co-ordination, execution, and media planning for clients such as Government and local businesses. Monthly media plans for clients based on audience research and consumer behavior. Contact with the media for analysis and formulation of business proposals. Analysis of Proposals for more assertive investment to reach the target audience. Presentation meetings with the client.

Curitiba, Paraná, Br

Co-ordination, execution, and media planning for clients such as Chevrolet and local businesses. Monthly media plans for Chevrolet in the state of Parana.- increased investment in media and special projects for the client by 10%.- Optimized investment directing efforts to a more assertive audience.- Increased investment in online media by 15%, being the regional Chevrolet branch that had the largest media investment percentage;- Managed a team with two people, coordinating tasks and training.

Curitiba, Paraná, Br

Media planning and buying. Analysis of proposals for more assertive investment to reach the target audience. Presentation meetings with clients. Search for business opportunities for customers.- Managed all planning projects from planning to execution;

Media Planning and buying for Construction industry clients (Brookfield, BAM, MGArzon, Brasal). Contact with clients in meetings for campaign briefing definition. Presentation meetings with clients;- Managed a team of 3 people, responsible for their training and for assigning operational tasks;

Chicago, Illinois, Us

- Media Buying, contact with vehicles for budgets and negotiation, authorization placement and follow-up campaigns- Accounts: Trip Linhas Aéreas, Sam's Club, Morumbi Shopping, Rossi, Pirelli, Camil, Jornal da Tarde and Claudia Magazine.

Master Of Science In Information Systems, Project And Product Management

Software Development, Computer Science

Specialization, Marketing

Bachelor’S Degree, Advertising