Allocation project at the first 100% digital insurance company, to structure and improve the Zendesk (CRM).Support in the definition of process improvement and find the best solution for implementation. Make the interface between the business and technology areas. Perform the survey and documentation of the requirements, also supporting the project management. Responsible for managing production and testing instances, performing and supporting configurations and integrations between Zendesk modules and other systems (Whatsapp, social networks, etc.).

Support to the Customer Service area in technology demands; Assist in the evaluation of solutions and improvements, proposing the best technology strategy in the use of the Zendesk tool. carry out the requirements survey, document and monitor the project/process to be implemented and carry out the transition to the support team. Work with other IT teams (architecture, infrastructure and support) to meet and implement demands.

Systems Analyst - Support, working in Java, PL/SQL, solving, supporting and assisting in the solution of problems and processes in the software for financial companies. Working exclusively on the C6 project.

Requirements gathering and detailing, organization and distribution of tasks in research and development projects at Lenovo. I acted as Scrum Master of the projects, helping the team and conducting the ceremonies.

Identify and forward the responsible area, the needs for changes, corrections and implementations essential to regularize the Zendesk and JIRA system (maintenance and improvements); Gathering requirements, documenting and monitoring projects; Development of metrics, reports and dashboards (SQL and Power BI); Analysis of Indicators and trends; Process improvement and Process Auditing aimed at constant improvement in the Customer Journey; Responsible for working with continuous improvement in all customer service processes, achieving financial and productive goals for the area; Acting on the company's CSAT and NPS, with submission, feedback analysis, action plan and closing the loop.

Identify and forward the responsible area, the needs for changes, corrections and implementations essential to regularize the Zendesk and JIRA system (maintenance and improvements); Gathering requirements, documenting and monitoring projects; Development of metrics, reports and dashboards (SQL and Power BI); Analysis of Indicators and trends; Process improvement, Process Audit; Responsible for working with continuous improvement in all customer service processes, achieving financial and productive goals for the area; Acting on the company's CSAT and NPS, with submission, feedback analysis, action plan and closing the loop.

Support for the Mega system focused on the Construction segment with ticket analysis, report updating and customer service via email, telephone and task/ticket; Research, create, edit and publish articles in the Knowledge Base; Simulation on an internal basis of scenarios presented by the client; Internal support to team partners and units; Oracle Database Analysis (PL/SQL tool) and creation of tables, views, triggers, procedures and functions.

Support for the MSB (Mega Small Business) system, focused on small and medium-sized companies; Presentation of the Integration of the MSB System Modules to customers; Preparation of handouts and manuals.

Oracle Database; Systems support and implementation:FWSGC: focused on companies in the construction materials segment and stores in general;FWAGUA: used in the company SAEC;FWACESSO: used in gated community to control access for residents, visitors and service providers;

Support and implementation of the ACSN commercial automation system, focused on stores and micro-enterprises; Help Desk Support / Hardware and Networks.