Marcus Vinicius Andrade E Silva Reis

MARCUS VINICIUS ANDRADE E SILVA REIS SUMMARY Salesforce Developer with 3+ years of experience in CRM solutions, with strong expertise in CRM Analytics, Lightning customization, and data integration. Background includes building Lightning Reports and dashboards using Einstein CRM, with dynamic insights powered by SAQL, bindings, and security predicates. Recently contributed to an Omni-Channel integration project (MIAW), gaining advanced experience in UI design, field-level security, and record/page layout configuration. Designed recordtriggered flows to automate case creation and assignment, enhancing service efficiency and supporting intelligent routing. Passionate about workflow optimization and delivering scalable, user-centric solutions through Salesforce technologies. Earned the Trailhead Innovator Rank with the Agentforce Specialist credential, demonstrating skills in leveraging Salesforce AI, agents, and automation for intelligent customer engagement. Additionally, completed OmniStudio modules, gaining proficiency in building guided processes, integration procedures, and declarative digital experiences. SKILLS & COMPETENCIES Soft Skills Easy relationship, Communication, Proactivity, Reliability, Teamwork, Agile mindset (Kanban, Scrum) Data & Analytics SQL, Oracle DB, IBM DataStage, IBM QualityStage, Microsoft Power BI, TIBCO Spotfire, Einstein CRM Analytics CRM & Platforms Salesforce Lightning, Salesforce Reports & Einstein Dashboards, Lightning App Builder, Record/Page Layout Configuration, Omni-Channel, Flow Builder DevOps Languages GitLab Portuguese (Native), English (Fluent), Spanish (Intermediate) PROFESSIONAL EXPERIENCE Meta Jun/2023 - May/2025 Salesforce Developer (Consulting Project for Dell Technologies – MIAW) • Spearheaded the implementation of the MIAW (Message In and App Web) project, integrating web/app messaging channels into Salesforce; • Achieved an estimated 25–30% increase in agent productivity by unifying the communication interface, reducing context switching by 70%, and cutting first-response times by 50% through automation and smart routing; • Led enhancements in record pages, page layouts, and field-level security within Omni-Channel; • Designed and maintained reports and dashboards using Salesforce Lightning and Einstein CRM Analytics to support data-driven decision-making; • Executed DevOps procedures via GitLab for deployment, version control, and CI/CD best practices; • Developed and optimized record-triggered flows to automate case routing and reduce manual work, contributing to faster resolution times; Qintess Feb/2022 - Jun/2023 Salesforce Developer (Consulting Project for Dell Technologies – MIAW) • Maintained and enhanced AI summary performance dashboards, including advanced time formatting (hh:mm:ss) and agent feedback tracking (like/dislike), improving visibility into AI summarization accuracy by over 25%; • Implemented a session tracking dashboard for ScreenMeet, identifying cases where agents were closing sessions prematurely to return to the queue, improving accountability and reducing false case closures by an estimated 15–20%; • Developed a dataflow snapshot model to measure case resolution time with weekly, monthly, and quarterly breakdowns across different regions, enabling better SLA compliance monitoring; • Contributed to the creation of a chat-based dashboard tracking total vs. summarized interactions, providing a basis for AI accuracy analysis across regions; • Automated development tests using Java scripts to ensure delivery quality; Kyros Tecnologia Aug/2018 - Feb/2022 BI & ETL Analyst Projects with clients: Santa Cruz, Panpharma, Poupex, Algar Telecom, Tereos • Monitored and optimized data load processes using IBM DataStage; • Maintained QlikView dashboards and analytics reports for business units; • Migrated OLAP data using IBM Cognos 11 for financial reporting (Poupex); • Designed and maintained ETL jobs with IBM DataStage and QualityStage (Algar Telecom); • Developed ETL pipelines using Talend for data integration (Tereos); • Built and maintained analytics dashboards using TIBCO Spotfire (Algar Telecom); ACADEMIC ACTIVITY University of Chicago Apr/2022 - Jun/2022 MBA in Artificial Intelligence and Data Science for Leaders Universidade Federal de Uberlândia Aug/2013 - Jan/2022 Graduated in Aeronautical Engineering