Carolina Haupenthal

Technical Support Leader at CRM Syonet
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Contact Information
us****@****om
(386) 825-5501
Location
Montenegro, Rio Grande do Sul, Brazil, BR
Languages
  • Inglês Professional working proficiency
  • Espanhol Elementary proficiency

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Credentials

  • SAFe® 4 Certified Product Owner / Product Manager
    Awari
    Oct, 2023
    - Nov, 2024
  • Gestão Ágil com Scrum COMPLETO + 3 Cursos EXTRAS
    Udemy
    Jul, 2023
    - Nov, 2024
  • Como Influenciar as Pessoas
    LinkedIn Learning 1000 W Maude Ave Sunnyvale, CA 94085
    Oct, 2022
    - Nov, 2024
  • Java Básico
    TreinaWeb

Experience

  • CRM Syonet
    • Brazil
    • Software Development
    • 100 - 200 Employee
    • Technical Support Leader
      • Jan 2023 - Present

      ● Operation in API (queries for assembling reports and Integrations).● Detailed documentation for development (containing data from/to, connectivity tests performed, sequence diagram and integration architecture);● Pilot Tests of Integrations with Automakers such as Hyundai, Toyota and Volwsagen.● Weekly meetings with development for product and process evolution;● Responsible for documentation/request for improvements and rules for certain system modules;● Responsible for Integrations with API, ERP and Facebook (Meta);● Analysis of Telephony Integrations (connectivity and functioning);● Systems mapping - software (regardless of technology);● Faced with critical issues with the customer;● Pre-analysis of systemic incident logs to move on to development;● Technical support team leadership;● Training for employees;● Support for other areas - Internal Systems Integrations such as movedesk and GitLab. Show less

    • Customer Service Team Leader
      • Dec 2020 - Jan 2023

      ● Creation and realization of weekly plannings with the team;● Participation in the development of support sector processes;● Participation in the service processes required by the sector;● Evaluation and follow-up of demands from Customer Service members;● Resolution of Customer Dissatisfaction with the service.● Pre-analysis of problems and documentation to send issues to development;● Survey of customer data and needs for product improvements;● Training and Onboarding of new employees;● During this period, I was able to contribute to major changes in the sector, such as the feedback policy, planning, career planning, PDIs and standardized internal processes in the sector. Show less

    • Support analyst
      • Jul 2014 - Dec 2020

      ● Implementation of Integrations and Analysis (Telephony, Social Networks and ERP);● Resolution of incidents regarding integration (Documentation via JSON);● Support in systemic incidents;● Analysis of extractions via database (Oracle and SQL Server).● Online Consulting / HelpDesk for customers;● Consultancy and resolution of incidents in person at customers.● Success Case BDC structure at Parvi Group● Remote training for Sales and After Sales sectors.

Education

  • Universidade de Santa Cruz do Sul
    Analista de Sistemas, Análise e Desenvolvimento de Sistemas
    2019 - 2021
  • Escola Estadual Técnica São João Batista
    Ensino Médio
    2009 - 2012

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