Tiago de Luna

Responsibilities as a manager: manage analysts and developers; conduct 1:1s, team meetings and development rituals; make decisions about software architecture design.
Responsibilities as Technical Leader: technical leader of the service squad product team; responsible for the creation, architecture monitoring and development of service application projects; service environment configuration.

- Develop integrations between Zendesk and AB-Inbev's internal systems
- Develop and improve applications for Zendesk
- Creation of triggers, automations, fields, values, etc.
- Design and modification of the service architecture
- Creation of automation between internal systems of AB-Inbev and Zendesk

- Integrations development between Zendesk and internal systems
- Tool customization
- Creation of triggers, automations, fields, values, etc.
- Design and modification of the service architecture
- Help Center organization
- Customizing chat widget on the appropriate channels
- Creation of reports and dashboards for management decision making
- Service organization in chat environment

Salesforce Service Cloud deployment by designing solutions and monitoring projects progress with partner areas.
Assuming leadership role in the team to distribute work demands, teach and guide projects collaborators to the best solutions.
Strong participation in the company's service area in the creation of solutions aimed at improving Customer Service processes.