Mario Braz
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Engineering Support Manager
Edge by Ascential
05.2022 - 01.2023
- Supervised and coordinated operations for 5+ technical support engineers in the EMEA and APAC regions
- Established KPIs and oversaw team performance
- Implemented effective team procedures and processes to ensure ongoing improvement
- Handled both internal and external escalations, serving as the main point of contact.
- Provided leadership and support to drive employee growth and success.
- Collaborated cross-functionally with Engineering, Product Management, and Operations teams
- Achievements: Improved workflows and customer experience through focused prioritization resulting in reduced resolution time, bugs, and ticket counts. Achieved 0 tickets by the end of tenure with Edge.
Customer Success Manager
Intellibrand
06.2021 - 05.2022
- Responsible for ensuring smooth customer transition from onboarding to their cloud platform becoming operational
- Collaborated with clients to define success metrics, establish goals, and implement key performance indicators (KPIs)
- Facilitated communication with clients, addressing inquiries and resolving potential issues in order to achieve optimal results
- Organized and prepared QBRs
- Planned and executed customer training sessions to optimize platform understanding and achieve maximum value from the tool
- Managed project timelines, defined client expectations, and liaised with internal and external stakeholders to
ensure successful implementations - Achievements: set up a Customer Success playbook and trained recruits, created the company glossary, and
assisted the account team in closing new deals and retaining the customer base
Customer Success & Onboarding Ops Lead
Edge by Ascential
10.2017 - 06.2021
- Led a team of 3 Data Analysts responsible for our most prominent clients including P&G, Colgate, Hero, and
Campbell’s - Managed enterprise client portfolios, analyzed data requirements, and created value propositions using insights
- Streamlined the onboarding journey for new clients by overseeing all stages from data collection to activation
- Reviewed data quality, ensured timely delivery of team data requirements, and monitored individual KPIs
- Conducted annual reviews, guiding employees' development and career growth
- Organized and delivered training sessions for customers
- Worked on multiple project streams to identify and implement data improvement initiatives in various areas such as systems, data use, and technologies
- Achievements: contributed to the improvement of the client platform, and retained one of our biggest
clients through close collaboration, continuous communication, and tailored management, set up a social
crew in charge of organizing events for the company.
Senior Data Analyst
IntellibrandEdge by Ascential
06.2015 - 10.2017
- Collaborated with various internal stakeholders and provided direct client support.
- Ensured high data quality standards within the customer platform
- Worked closely with internal and external customers to understand their information needs on both
standards and as required custom-based projects, and delivered high-quality data to the customers - Tested software releases and investigated underlying issues to enhance performance
- ETL of Web Scraped Data, Process Image Accuracy & Data Integrity during the preparation of Daily, Weekly,
and Monthly Reports for Global Customers
Data Analyst
Clavis Insight
07.2013 - 06.2015
- Managed end-to-end client onboarding process, from input gathering to activation
- In charge of completing platform maintenance, processing data, checking data quality, and publishing data
according to delivery schedules - Handled customer support requests, setups, and report preparation for Global Customers such as P&G, Unilever, and Barilla
- Tested Clavis customer-facing interfaces, identifying and resolving data and product issues
Data Quality Controller & Mentor
Google Maps
12.2010 - 12.2012
- Reviewed and researched data patterns, prioritizing attention to detail and implementing corrective measures to enhance data accuracy
- Retrieved and verified information by making outbound calls to business representatives
- Quality checking of information provided by other operators (QC and Meta QC)
- Served as the main POC for the team when tool issues occurred, necessitating troubleshooting abilities and fast response time
- Tested and reported bugs in the new tool version
- Contributed to the team's success through answering inquiries and facilitating new member onboarding
Education
Professional Degree - Marketing And Advertising
IBM/M.A.S.T
Johannesburg - South AfricaSkills
- Customer Support
- Project Management
- Strategic Planning
- Coaching and Mentoring
- Decision-making skills
- Stakeholder Communication
- Data Collection
- Analytical Skills
- Problem-solving abilities
- Teamwork and Collaboration
- Tableau
- SQL (basic)
- Looker
- Jira
- Zendesk
- Salesforce
- MS Office Suite
- Gainsight
Additional Languages
Portuguese
First Language
Timeline
Engineering Support Manager
Edge by Ascential
05.2022 - 01.2023
Customer Success Manager
Intellibrand
06.2021 - 05.2022
Customer Success & Onboarding Ops Lead
Edge by Ascential
10.2017 - 06.2021
Senior Data Analyst
IntellibrandEdge by Ascential
06.2015 - 10.2017
Data Analyst
Clavis Insight
07.2013 - 06.2015
Data Quality Controller & Mentor
Google Maps
12.2010 - 12.2012
Professional Degree - Marketing And Advertising
IBM/M.A.S.T
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