Samuel Felipe de Oliveira Gonçalves

[email protected] • 11-981512394 11-912384434 • São Paulo - SP

LinkedIn: www.linkedin.com/in/ samuel-felipe-de-oliveira-gonçalves-255956247

PROFESSIONAL SUMMARY

Experienced professional with over 10 years in customer service, leadership, training, and customer experience management, having contributed to major companies like Amazon and leading iGaming firms. Skilled in supervising teams, analyzing service quality, and driving customer-centric projects that improved satisfaction and operational efficiency. Holds degrees in Philosophy, Psychology, and Behavioral Analysis, leveraging strong analytical and interpersonal skills to develop effective leadership and training programs. Seeking opportunities in supervision, service analysis, quality assurance, and management to deliver measurable improvements and foster high-performing teams.

WORK EXPERIENCE

Analista de CX experience

02/2025 - Present

Hiperbet , São Paulo

• Led N2 customer service analysis, identifying critical issues and implementing process improvements that increased resolution efficiency by 20%

• Developed and optimized assertive workflow processes, reducing average handling time by 15% and enhancing operational support

• Managed critical communication channels including Reclame Aqui, Ouvidoria, and Consumidor.gov, improving customer satisfaction scores by 12%

• Conducted in-depth analysis of critical service cases, enabling proactive solutions that decreased escalations by 25%

Supervisor de CX e CRM

05/2024 - 02/2025

Novibet , São Paulo

• Led and developed a high-performing CX and CRM team of 10, implementing targeted training programs that improved team productivity by 20%

• Monitored and analyzed key quality KPIs including NPS, CSAT, CES, FRT, FCR, TMA, TMI, churn, and retention to drive data-informed decisions and continuous process improvements

• Spearheaded initiatives that reduced customer churn by 15% and increased retention rates through enhanced customer engagement strategies

• Championed continuous improvement projects that optimized workflows, resulting in a 10% reduction in average handling time and elevated overall customer satisfaction

Custumer experience

02/2023 - 03/2024

Galera bet , São Paulo

• Led continuous improvement initiatives in customer service, increasing CSAT scores by 12% within 6 months through targeted training and process optimization

• Analyzed customer interaction data and key metrics using CRM and Zendesk, identifying trends that reduced average response time by 20%

• Developed and delivered specialized training programs for the support team, enhancing response quality and consistency, resulting in a 15% improvement in first-contact resolution rates

• Managed direct engagement with VIP clients to resolve complex issues promptly, boosting VIP customer retention by 10%

Supervisor Geral

02/2021 - 03/2023

Amazon Digital , São Paulo

• Led and trained cross-functional teams to deliver high-quality Amazon product solutions, improving customer satisfaction by 15%

• Managed direct client relationships with Amazon business customers, enhancing service responsiveness and retention rates by 10%

• Oversaw technical support operations for Amazon peripheral technologies and Amazon Prime, reducing issue resolution time by 20%

• Implemented process improvements in team workflows, resulting in a 12% increase in operational efficiency

Analista de Atendimento

02/2020 - 01/2021

companhia Fernandes , São Paulo

• Led critical customer service operations as Analista de Atendimento N2, managing escalations of systemic cases and reducing resolution time by 20%

• Implemented process improvements in SAC workflows that increased customer satisfaction scores by 15% within six months

• Coordinated cross-functional teams to resolve complex issues, achieving a 95% first-contact resolution rate

• Utilized CRM tools to track and analyze customer interactions, driving data-driven decisions that enhanced service efficiency

Customer service

02/2016 - 03/2017

Nextel Telecomunicações , São Paulo

• Delivered Level 1 technical support via chat, email, and telephone, resolving over 95% of customer inquiries on first contact

• Managed an average of 50+ customer interactions daily, ensuring timely and accurate assistance for Nextel Telecomunicações clients

• Utilized CRM and ticketing systems to track and escalate complex technical issues, improving resolution efficiency by 20%

• Provided clear communication and technical guidance, contributing to a 15% increase in customer satisfaction scores during tenure

EDUCATION

Analise e desenvolvimento pessoal ( pós graduação)

12/2021 - 10/2024

anhanguera , São Paulo

Psicoogia

12/2023

anhanguera

Curso Técnico em Informática para internet

07/2013

ETEC , São Paulo

SKILLS

CERTIFICATIONS

Expecialisação em canais criticos

LPA

Gestão de equipes

etec

Qualidade operacional

etec

ATS-Optimized

Creative & Modern

Minimalist & Clean

Microsoft Word Ready

Executive & Corporate

Cloud-Based Editing

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