João Guilherme Schenfert Ribeiro
Curitiba
Summary
Professional Solution Engineer / Demo Engineer with extensive experience in customer experience (CX) projects and delivering engaging product demonstrations, including at industry trade shows and conferences. Seeking to leverage technical expertise and strong presentation skills in a leading CX and CCaaS company to drive innovative solutions, enhance customer satisfaction, and contribute to business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Demo Engineer / Solution Engineer
Talkdesk Brazil
03.2024 - Current
- As a Solution Engineer, I am responsible for supporting Account Executives in the LATAM region by conducting demos, creating instances, identifying technical issues, and finding solutions. My role involves on-site client visits, collaborating closely with sales and technical teams to ensure customer satisfaction. Additionally, I assist in the pre-sales process by gathering client requirements, designing tailored solutions, and providing technical expertise during sales pitches. My responsibilities also include delivering technical training to clients and internal teams, ensuring they understand and can effectively use our solutions.
- As a Demo Engineer, I am tasked with creating technical presentations and maintaining Talkdesk instances. I support Solution Engineers by assisting them with complex problem-solving and providing training when needed. My role involves configuring and customizing demo environments to showcase our product capabilities, ensuring they align with client needs and expectations. I also stay updated on the latest product features and updates, incorporating them into demos to highlight our cutting-edge solutions. My work ensures that our sales and technical teams are well-prepared to demonstrate the value of Talkdesk to potential clients.
Sales Representative Development
Talkdesk
08.2023 - 03.2024
- Responsible for generating qualified leads for the Latam sales team through active prospecting and inbound marketing. Utilizes various strategies, including email, phone calls, and social media, to identify business opportunities and initiate conversations with potential clients. Additionally, maintains an organized sales pipeline, tracking and nurturing leads until transition to the sales team. Collaborates closely with marketing and sales teams to ensure an integrated and effective approach to lead generation and conversion.
Chatbot Analyst
Rentcars
12.2022 - Current
- Participated in the implementation process of the Talkdesk phone system, ensuring that all steps were completed.
- Negotiated the implementation of a chatbot system on our website, app, and PWA to improve customer experience and communication efficiency.
- Created and reviewed AI flows, defining processes and ensuring that conversations were direct and effective for customers.
- Managed the phone lines of the call center, ensuring that all calls were answered efficiently and customers were directed to the correct department.
- Created a Spanish-language IVR, allowing Spanish-speaking customers to have a more personalized and satisfactory experience.
- Maintained communication tools used by the phone system to ensure call quality.
- Experience in creating dashboards, compiling reports, analyzing KPI data, generating demand for the product sector, conducting benchmarking, and creating customer surveys.
- Additionally, I have participated in the internationalization process of the company, expanding its reach to countries such as Argentina, Mexico, Colombia, Portugal, Spain, France, Italy, Germany, and other countries with Spanish and English as the main language.
IT Technician
Instituto das Cidades Inteligentes
09.2021 - 12.2022
- Company Overview: Smart cities Institute
- My work as an IT technician has provided me with practical experience in dealing with technical issues and providing support to technology users. I have had the opportunity to work with a wide range of hardware and software equipment, which has allowed me to have an overall understanding of cutting-edge technology. This has generated knowledge in Windows and Linux systems, access point configuration, switches, LAN configuration, and analyzing network infrastructure malfunctions.
- Smart cities Institute
Incident Analyst
Sascar Michelin
01.2018 - 03.2021
- I conducted investigations into vehicle and cargo theft incidents, monitored ongoing investigations, established contact with national law enforcement agencies, conducted risk mapping, and acted on more than 1000 incidents during the period.
Team Leader
Citibank
03.2017 - 01.2018
- Manage audits of customer service interactions, provided support to operators, standardized procedures, conducted meetings with Citibank clients, and provided trilingual support to corporate credit card users.
Education
Bachelor of Technology - Artificial Intelligence
Universidade Positivo
Curitiba, Parana, Brazil01-2026
Technician - Web Development
Fullture School of Technology
Curitiba, Parana, Brazil11-2022
No Degree - Logistics Management
Abracomex
Curitiba, Parana, Brazil12-2018
Skills
- Critical thinking
- Project management
- Project planning
- Data analysis
- Engineering documentation
- System troubleshooting
- Root-cause analysis
- Time management
Certification
Deep Learning AI (Coursera)
AI for CX (Talkdesk)
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Timeline
Demo Engineer / Solution Engineer
Talkdesk Brazil
03.2024 - Current
Sales Representative Development
Talkdesk
08.2023 - 03.2024
Chatbot Analyst
Rentcars
12.2022 - Current
IT Technician
Instituto das Cidades Inteligentes
09.2021 - 12.2022
Incident Analyst
Sascar Michelin
01.2018 - 03.2021
Team Leader
Citibank
03.2017 - 01.2018
Bachelor of Technology - Artificial Intelligence
Universidade Positivo
Technician - Web Development
Fullture School of Technology
No Degree - Logistics Management
Abracomex
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