Open to opportunities

Lucas Ayoub

@lucasayoub

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Salesforce Marketing and Service Cloud Specialist with 4+ years driving engagement and efficiency.

Brazil

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What I'm looking for

I am seeking to apply my Salesforce Marketing Cloud and Service Cloud expertise to develop solutions that enhance customer engagement, business growth, and operational efficiency. Looking for a collaborative environment that values team leadership and multichannel marketing campaigns. Aiming to optimize workflows and implement custom solutions to improve customer satisfaction.

Salesforce Marketing Cloud and Service Cloud Specialist with over four years of experience in creating high-impact solutions that drive customer engagement, business growth, and operational efficiency across various industries. I began my journey with Salesforce as a dedicated Ranger, excelling in complex areas like Journey Builder, Automation Studio, Data Management, Case Management, Flow, and Development.

My expertise includes leading high-performance teams and cross-departmental collaborations to develop and implement customer service solutions and multi-channel marketing campaigns. I have optimized workflows and implemented custom solutions that enhanced brand visibility, customer satisfaction, and operational efficiency. Proficient in leveraging key platform tools such as Service Console, Live Agent, Journey Builder, and Automation Studio to enhance customer support effectiveness and maximize ROI.

Experience

Work history, roles, and key accomplishments

Current

Marketing Cloud Administrator/Consultant

Current

Claro

Nov 2022 - Present (2 years 7 months)

Developed efficient user journeys with Journey Builder, delivering multi-channel messaging using Einstein AI. Improved campaigns with Advertising and Automation Studios. Led digital transformation, increasing online sales by 50% and brand visibility by 35%. Collaborated across teams, enhancing operational efficiency by 15%. Technologies: Salesforce Marketing Cloud tools.

Service Cloud and Marketing Cloud - ADM

Tata Consultancy Services

Jan 2022 - Nov 2022 (10 months)

Reduced response time by 30% through queues and user management in Service Cloud. Boosted support efficiency by 25% via automated workflows. Increased campaign engagement by 25% using Journey Builder and Automation Studio. Enhanced data security by 50% through customized profiles and permissions. Raised customer satisfaction by 20% with custom dashboards.
Technologies: Service/Marketing Cloud.

Service Cloud – Developer

Accenture

Jul 2021 - Jan 2022 (6 months)

Automated case assignments in Service Cloud with custom Apex, reducing workload by 40%. Enhanced support UI using Lightning Web Components, boosting agent productivity by 30%. Improved workflows with Flow and Process Builder, cutting resolution time by 25%. Increased system reliability by 35% through comprehensive testing. Technologies: Salesforce Service Cloud, Apex, LWC, Flow, Process Builder.

Salesforce Salesforce.Com Salesforce CRM Salesforce CPQ Salesforce Administration Salesforce Service Cloud Salesforce Development Salesforce Configuration Salesforce Lightning Salesforce Platform Salesforce Cloud Salesforce API Salesforce Administrator Salesforce Management Salesforce Development Platform Salesforce Developer Salesforce Development (Apex Salesforce Developer Console Salesforce Apex Development

Education

Degrees, certifications, and relevant coursework

Anhembi Morumbi University

Postgraduate Degree in Cloud & Edge Computing, Information Technology

2024 -

Relevant coursework: Cloud Computing Architecture, Edge Computing Applications, Cloud Security and Compliance, Data Storage and Management in the Cloud and Performance Optimization for Cloud Computing.

Anhembi Morumbi University

Bachelor's Degree in Computer Science, Information Technology

2020 - 2023

Relevant coursework: Cloud Computing and SaaS Platforms, Software Engineering, Data Structures and Algorithms, Machine Learning and Artificial Intelligence.