Danillo Toledo Dias

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Remote Data Analyst

Lisprise, Inc

Feb 2021 - Nov 2023 (2 years 10 months)

As a Remote Data Analyst, I was responsible for auditing, compliance, logging, shipping, payments, and reporting of Cloud Data related to ERP, CRM, and lead capitation. I troubleshot various ERP systems by contacting customers and responding to chats, phone calls, and emails. My focus was on solving problems at the customer's first contact, and in cases requiring specific treatment, I followed up with targeted technicians, providing support through email, phone, and chat. Additionally, I shared duties with a crew of five colleagues, consistently improving our knowledge base and assisting my colleagues in adhering to procedures while correcting their analyses. I also engaged with the back office of sales, addressing issues related to shippin

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ERP implementator EDI and Generalist

Sankhya

Apr 2019 - Feb 2021 (1 year 11 months)

As a Remote Analyst working with ERP Implementation, I experienced the focus on details while making bank procedures of payments. I realized that it brought me to a job that I had experienced before and I could accurate my skills. Working in this role, I recognized that the customer of Digital Marketing is very different from a customer that needs support because there is a system or app issue. I provided support to customers via e-mail, phone, and SlackLine (Chat). As an implementator, I utilized Google Workspace to manage my course content, including classes that I recorded to instruct customers about the use of ERP customization that I performed. Additionally, my role required me to implement CRM tools, which involved training customers

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Internal Auditor

Hotel Rainha do Brasil

Sep 2016 - Jul 2019 (2 years 11 months)

As an Internal Auditor, I had to audit every change that the crew made during the workday, and every time I found an error I had to correct it on the system and explain to the person his error pointing out the steps to make the correct procedure. There I learned how to handle E-mail marketing with the MailChimp tool answering customers from Brazil and Latin America.

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Expeer Customer Service Analyst

Nubank of Brasil

Feb 2015 - Aug 2016 (1 year 7 months)

Main responsibilities: Register analysis, troubleshooting on NuBank's app, emergency credit analysis, fraud analysis, material production to recruitment. Once Nubank was the greatest startup in Brazil. Working with NuBank I could experience for three days per week the Remote Work - that was my first experience.

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Database Analyst

Google Inc

Apr 2014 - Jan 2015 (10 months)

Supported customers of Google My Business across Latin America, North America, and Spain once all the operation was based on a Google call center. In my role at Google Inc., I served as a Guru within Google My Business, where I was responsible for organizing the day shift for my colleagues and addressing inquiries regarding procedures and SLAs. Additionally, I utilized my experience in call center operations to manage support effectively, addressing issues such as fixing Google red dots on Google Maps. This involved handling support via phone and email, managing incoming calls from the Americas and Iberia, which was integral to the overall operation based in a call center environment.

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Network Administrator

Symnetics Consulting

Mar 2012 - Mar 2014 (2 years 1 month)

Main responsibilities: Manager of the entire technology area including a Server, 80 Notebooks, 15 Desktops, and Mobiles. Technical support in Windows XP and Windows. Responsible for all contracts in the technology area, mobiles, desktops, servers, and IT recruitment. With many responsibilities, I was focused on details once the startup was about to get an international certification. Working as a Network Administrator, I could help more than 15 Remoters at Symnetics, always using AnyDesk and configuring tunnels. Additionally, I utilized CRM tools to manage client interactions and prepared training sessions for the team, ensuring effective project implementations and enhancing overall operational efficiency.

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Support Analyst Level 2

British Telecom of Brazil

Feb 2012 - May 2014 (2 years 4 months)

Users Support at British Telecom's Network. Skills in Windows and Webtop 7 installation, configuration, and maintenance. Skills in network infrastructure, cabling, and racks. Providing support by e-mail, phone, and chat.

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Help Desk Analyst

Goodyear Engineered Products

Mar 2010 - Dec 2012 (2 years 10 months)

Main responsibilities included providing user support for Windows XP, IBM Lotus Notes, EP400, and Microsoft Exchange from June 2008 until March 2010. Additionally, I utilized Salesforce to register and track all support tickets, ensuring efficient management of user inquiries and enhancing the overall support process that are registered on Salesforce. This experience allowed me to develop strong problem-solving skills and improve customer satisfaction through effective communication and timely resolution of technical issues.

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Help Desk Analyst

EBD Peru - Alcatel

May 2007 - Jun 2008 (1 year 2 months)

Once I was working as a Help Desk Analyst I had to fix issues from customers that were in the sales field so it brought me a real sense of commitment to their success.

Danillo Toledo Dias

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