Responsible for working closely with customers to understand their business and technical needs and for helping partners develop and implement a solution that meets the client's expectations and follows VTEX's best practices.Also responsible for overseeing ecommerce projects from kickoff to launch, coordinating and collaborating with cross-functional teams to create exceptional commerce experiences while managing timelines and expectations.

Team Leader and responsible for supervising the USA Customer Solutions Analysts team.Coordinates, implements and executes technical support processes, systems, programs, metrics/standards and strategic policies;Sets, monitors, and evolves performance standards to meet or exceed service goals;Responsible for US customers support ticket SLAs, prioritizations, and escalations;Established and manages 24/7 first line technical support processes for urgent issues;Responsible for developing and implementing procedures that drive effective and efficient operation of the support team, as well as hiring, onboarding and training new Customer Excellence Analysts;Understand the customer’s demand and use our ticketing system, video conference and other tools to address our customers’ and partners’ questions and issues while leveraging our knowledge base.

IT consultant, responsible for organizing and managing a network with 30 workstations and 4 servers, implementing a helpdesk and monitoring system and evaluating the acquisition of new IT equipment.

Responsible for teaching English grammar, vocabulary and pronunciation to students of different ages, as well as evaluating their performance daily and in written and oral exams.

Responsible for analyzing new equipment acquisition, the helpdesk team - composed by 6 people - as well as maintenance services in the Windows 2003 servers (6) and Windows 7 workstations (240). Also responsible for the the maintenance of web-based systems.