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Felippe
Business Development VI - Strategic Accounts
Contacto
Competencias
Demonstrated experience with Customer Experience Operations.
Demonstrated experience with Data Analysis & Reporting.
Demonstrated experience with Root Cause Analysis.
Demonstrated experience with Process Improvement.
Demonstrated experience with KPI Management (CSAT, AHT, FCR).
Educación
Idiomas
Resumen
Business Development VI - Strategic Accounts open to new opportunities
Experiencia
Business Development VI - Strategic Accounts
Led performance and operational initiatives for strategic accounts, improving execution and customer experience. Analyzed performance data to improve operational efficiency and customer experience. Mentored team members and improved execution standards. Ensured CRM discipline and pipeline visibility
Visa Support Agent (USA & Schengen)
Managed 300+ customer cases end-to-end across multiple regions and time zones. Delivered multilingual support (English, Portuguese, Spanish) across US, Europe, LATAM, Africa, and Oceania. Acted as a trusted advisor, improving customer experience in complex processes. Ensured a customer-centric approach in all interactions, improving satisfaction and clarity. Collaborated with global teams to align processes and service standards. Maintained high-quality case resolution across complex processes
Retail Operations Sr Supervisor
Led a team of 7 analysts and 1 Team Leader, driving performance and customer experience. Managed a high-volume operation with 100+ daily partner visits, maintaining a 15-minute SLA. Coached team members to improve performance and customer interaction quality. Managed escalations and complex in-person support cases. De-escalated high-conflict situations while ensuring a positive customer experience. Partnered with cross-functional teams to improve processes and service delivery
Customer Experience Supervisor
Led a team of 20 analysts, driving performance and operational efficiency. Developed team members through ongoing feedback, training initiatives, and performance tracking. Analyzed team capacity and optimized operations to handle increased demand. Implemented a performance follow-up culture, improving accountability and team results. Drove continuous improvement initiatives based on performance data
Moderation Team Leader (Trust & Safety)
Led a fully remote team of 7 analysts, ensuring performance, engagement, and accountability. Delivered continuous coaching and structured feedback to improve quality and engagement. Redesigned the monthly performance review process with clear and actionable insights. Implemented weekly follow-ups and performance tracking
Operations Team Leader
Led a team of 23 agents in a high-volume customer support environment. Coached and developed team members through structured feedback and performance follow-ups. Managed KPIs including CSAT, AHT, and productivity. Identified performance gaps (80% vs. 87% target) and implemented improvement strategies
Customer Support Senior Analyst
Handled complex customer cases and ensured high-quality support delivery. Acted as a reference point for resolving escalated and sensitive issues
Customer Support Analyst
Delivered high-volume customer support with strong focus on quality and consistency. Maintained performance across CSAT and productivity metrics
Sales & Marketing Specialist
Managed operations and customer engagement strategies. Developed content and initiatives to improve customer connection and brand experience