CRM Analyst
UOL
Mar 2001 - Aug 2003 (2 years 6 months)
As a CRM Analyst, I was responsible for the development of tools such as a customer contact administrator (CRM), survey, and metrics generation to enhance operator assistance, utilizing languages and technologies including PHP, Perl, and MySQL. My role involved comprehensive reporting on Call Center metrics, account registration and cancellation, and default evolution, ensuring that all data was accurately captured and analyzed. Additionally, I managed default processes to streamline operations. In my previous position as Technical Support for SMBs, I provided technical assistance to major clients, configuring mail servers, web servers (Apache, IIS), and proxies (Squid, WinGate). I also focused on quality management, improving and implement