Phillip Augusto Costa Cardoso
Strategic Customer success Manager
Austin,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. In my role as an IT Project Manager, one of my job functions was to optimize our SQL server, like query optimization and re-indexing tables, as well as analyze critical business processes to determine appropriate key performance metrics creating tools for monitoring business process performance, primarily through Tableau. Later in my career i started to deeply learn Power BI. In my current role for example, I've been using Power BI to create reports that allow me and my team to manage account risks, clients engagement and team health. Gartner, my current employer trust me due to my background to automate our KPIs measurement, risk alerts and present reports. These reports connect to their CRMs system and metrics dashboard system (ONECSO). I am very familiar with troubleshooting in Power BI and familiar with online resources and documentation pertaining to the software.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Strategic Client Success Manager
Gartner
Austin, TX
10.2021 - Current
- Currently scaled one of our biggest e-commerce clients business to increase revenue by 26% and customer satisfaction by 57%
- Implemented Asana to the delivery team so we can deploy solutions to our clients in timely manner
- Was the translator and Research Presenter for 1100 partners of one of my biggest clients, it was greatly received by our client.
- Delivered in timely manner contract reviews and Sales reviews for all of our clients.
- Improved a process to dive deeper into clients most critical priorities.- Worked together with Analysts, Executive partners and Leadership partners making sure my clients Data Analytics, Machine Learning, DevOps critical path and future goals were Scalable,
- - Built deep relationships with key clients and partners (Data processing, Data scientists, Engineers Governments etc.)- Built with our team and my clients a strategy, plan, and implementation of programs to deliver against Key Performance Indicators for their needs.
- After reviewing key parts of a Clients Cloud contracts, team structure and headcount we were able to tune our clients operational excellency higher at each iteration
- Current manage an international territory of C-Level Executive & Director Clients by identifying key revenue driving priorities with more than $3MM in contract value (CV)
- Responsible for client relationship lifecycle from client on-boarding, content delivery, mapping priorities, define critical roadmaps with partners ( Executive Partners and Leadership Partners) , contract review and renewal.
Creator/Owner
Convexis AI
Austin, TX
09.2020 - 10.2021
- Designed a startup to assist companies implement Data Science and Analytics.
- Created pipelines to assist in project automations
- Review companies critical path and how the implementation of our solutions would help
- Worked on all ends. delivering projects and operational process end-to-end from design to delivery
Emerging Products Ops Analyst
Facebook - (Via Accenture)
Austin, TX
11.2019 - 10.2021
- Created an application using MScode to automatically log-in our operations team into their productivity tool
- Built and Maintained a Tableau Dashboard with information regarding our project, also used it to report KPis and metrics to our project sponsor
- Improved the language of many of our internal tools by providing feedback and solutions to the responsible team
- Created internal documentation regarding the workflow, Quality expectations and trends at scale that would impact the workflow
- Built the team internal Escalation System, making sure key stakeholders would be involved in the various areas our project impacted (Payments and Risk, Support, Partnerships, Engineering)
- Worked with Engineering team to develop tools and improvements for our workflow, including new solutions always documenting change and logging errors/reproduction steps.
- Analyze incoming data on received calls and updated IVR that led to a 38% reduction of calls that were inappropriately directed.
- Conducted the migration of multiple internal topics to more Scalable solutions, automating current processes and increasing productivity by 24%.
- Communicate changes & updates to stakeholders, leadership and partners- Created processes to facilitate the delivery of Service Level Agreement (SLA) metrics Responsibilities:
- Work tier 3 Escalations with cross functional teams. • Provide accurate reporting on project status throughout its life cycle to stakeholders
- Worked directly with the project sponsor to discuss current metrics, improvements and risk and response initiatives.
- Train, document and assist agents to use tools and POC management.
- Work with engineering team to solve bugs and improve tool efficiency, as well as work with Accenture technology team to develop, launch and monitor new products/tools. internalworkflmanagement.
I.T. Project Manager/Database Administrator
Construtora Excelso
Belo Horizonte, Minas Gerais
02.2014 - 11.2019
- Identified a problem with the Scalability of our on-prem servers and together with the team did the cloud migration, making the elasticity and capacity to grow exponentially larger.
- Improve our DB tuning speed around 30%- Hit and exceeded department KPIs by 20% for 5 months in a row.
- Developed or implemented new procedures to improve our team productivity, which went up 15%.
- Managed highly successful, lean I.T. Team compiled of individuals from many different backgrounds.
- Improved internal collaborators satisfaction and internal processes.
- Make sure they are handling Queries and Data entries in a correct manner.
- Built, maintained and created dashboards to improve monitoring and presentations to our internal teams
Education
BBA - Business Administration And Management
Universidade Fumec
Belo Horizonte 02.2011 - 12.2016
Skills
- Program Management
- MySQL
- Agile Methodologies
- Microsoft Excel
- Analytical Skills
- Project Management
- Data Analysis
- Cross-functional Team Leadership
- Analytical Skills
- Tableau
- PowerBI
- Strategic partnership management
- Managing client relations
- Client retention
- Strategic planning advice
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Limited Working
Software
PowerBI
Tableau
SQL
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Strategic Client Success Manager
Gartner
10.2021 - Current
Creator/Owner
Convexis AI
09.2020 - 10.2021
Emerging Products Ops Analyst
Facebook - (Via Accenture)
11.2019 - 10.2021
I.T. Project Manager/Database Administrator
Construtora Excelso
02.2014 - 11.2019
BBA - Business Administration And Management
Universidade Fumec
02.2011 - 12.2016
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