Luan Macedo Assaf

Salesforce Clouds: Sales Cloud, Service Cloud
Technologies: Apex, Lightning Web Components (LWC), Flow Builder, REST API, Process Builder, CRM Analytics

• Act as a Salesforce Consultant supporting clients across industries (SaaS, Financial Services, E-commerce), delivering end-to-end Salesforce solutions aligned with business objectives.
• Collaborate with stakeholders to gather and analyze business requirements, translate them into technical specifications, and deliver scalable Salesforce solutions.
• Implement and configure Sales Cloud, Service Cloud, including lead management, case management.
• Design and optimize sales processes, including lead qualification, opportunity management, quoting, and forecasting.
• Develop custom solutions with Apex, LWC, and Flows, automating workflows and enhancing user experience.
• Integrate Salesforce with third-party systems via REST APIs, ensuring data integrity and improving operational efficiency.
• Provide administrative support, including user management, security settings, reports, and dashboards, ensuring compliance with data governance policies.
• Support change management by conducting user training, documentation, and ongoing support for stakeholders.

Salesforce Clouds: Financial Services Cloud, Marketing Cloud, Digital Engagement
Technologies: Apex, Batch Apex, Lightning Web Components (LWC), Aura Components, Visualforce, Flow, Triggers, REST API, Digital Engagement (Web Chat, WhatsApp), Marketing Cloud Automation Studio, Snowflake

• Implemented and customized Financial Services Cloud, Marketing Cloud, and Digital Engagement, delivering tailored solutions for Compliance, Legal, Finance, Administrative, Sales, and Investor Relations teams.
• Integrated Salesforce with third-party systems and partners via REST APIs, enabling real-time data sharing and streamlined processes.
• Connected Salesforce to the corporate website, facilitating job application submissions, product data sharing, and ethics channel reporting.
• Developed a Digital Engagement Bot for Web Chat and WhatsApp, enhancing customer interaction through automated responses and real-time data access.
• Implemented Marketing Cloud, creating segmented campaigns, email templates, landing pages, and automated journeys for targeted communication.
• Integrated Salesforce with Snowflake data lake, establishing a Single Source of Truth (SSOT) and enabling unified reporting and analytics.
• Enhanced user experience by building LWC, Aura Components, Visualforce Pages, and ScreenFlows, streamlining workflows and reducing manual tasks.
• Acted as Product Owner and Scrum Master, collaborating with stakeholders to gather business requirements and deliver scalable solutions.

Salesforce Clouds: Sales Cloud, Service Cloud, Experience Cloud, B2C Commerce Cloud, Marketing Cloud, CRM Analytics
Technologies: Apex, Batch Apex, LWC, Flow Builder, REST API, CRM Analytics, Omnichannel, Next Best Action

• Led the migration from Microsoft Dynamics to Salesforce, designing architecture, migrating thousands of records, and implementing Sales, Service, Experience, B2C Commerce, and Marketing Clouds.
• Designed Salesforce environment architecture, ensuring scalability and alignment with business goals.
• Sales Cloud: Implemented lead-to-cash processes, Quotes, Territory Management, and developed LWC to optimize user experience.
• Service Cloud: Built an omnichannel support platform for over 300 agents, integrated Knowledge Base, automated case assignment, and implemented Surveys for service quality feedback.
• Experience Cloud: Developed a student admissions portal and enhanced partner communities, implementing Next Best Action for real-time recommendations.
• B2C Commerce Cloud: Launched an e-commerce platform for online course sales, integrating it with core Salesforce CRM.
• Marketing Cloud: Automated student journeys, segmentation, and trained marketing teams on platform usage.
• Integrated Bots, ERP, and call center platforms with Salesforce.
• Automated Net Promoter Score (NPS), CSAT, and other service metrics.
• Used Apex, Batch Apex, and Flows to automate complex processes.
• Implemented CRM Analytics, integrating Sales Cloud data for real-time dashboards and performance reporting.
• Acted as Tech Lead, working with Product Owners, BA teams, and stakeholders to ensure alignment between technical solutions and business needs.

Projects

• Managed the migration from Microsoft Dynamics to Salesforce, delivering a new CRM architecture and migrating thousands of records and files with minimal disruption.
• Implemented and configured Sales Cloud, Service Cloud, Community (Experience) Cloud, B2C Commerce Cloud, and Marketing Cloud, supporting the entire student lifecycle from enrollment to customer service and marketing engagement.
• Developed an application system in Community Cloud, allowing students to manage their enrollment applications online, improving the user experience and reducing manual processing.
• Integrated a Bot with Service Cloud, streamlining customer support across channels and reducing response times.
• Created an e-commerce platform for online course sales leveraging B2C Commerce Cloud, offering a seamless online shopping experience integrated with the CRM.
• Configured Marketing Cloud, designing automated journeys for student segmentation, lead nurturing, and retention strategies.
• Trained the Marketing team to autonomously manage campaigns, audience segmentation, and reports, ensuring long-term platform adoption.
• Developed custom solutions with Apex, Batch Apex, LWC, and Flow Builder to automate key business processes, reducing operational overhead and improving data accuracy.
• Acted as Tech Lead, collaborating directly with stakeholders, Product Owners, and Business Analysts to align the Salesforce architecture and solutions with the university’s strategic objectives.
• Delivered the first Latin American implementation of Einstein Next Best Action, collaborating with global Salesforce engineering teams.
• Enabled personalized product recommendations in Experience Cloud communities, improving sales and customer engagement.
• Developed a quotation engine using Apex, Flows, and LWC, streamlining pricing based on location and product catalog.
• Implemented Salesforce CRM Analytics, integrating external data sources to provide sales dashboards and performance tracking.
• Implemented Service Cloud for over 300 agents, configuring Omnichannel, Queues, Case Routing, and integrating with the call center.
• Developed a Knowledge Base, Customer Satisfaction Surveys, and Bot Routing, improving support efficiency and customer experience.