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Felipe Negrão de Oliveira

@felipenegrao

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Client Success Specialist with 10+ years improving onboarding, training, and support journeys in digital environments.

Brazil

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What I'm looking for

I’m looking for a customer-focused role where I can own onboarding and ongoing success journeys, partner across teams, and improve support flows with clear documentation and training—preferably with remote flexibility and a mission-driven mindset.

I’m a Client Success and operations professional with 10+ years supporting clients, building repeatable processes, and improving service journeys across digital environments. I’m especially strong in client onboarding, follow-up, training support, knowledge transfer, and cross-functional coordination—often translating complex workflows into practical steps, guides, and scalable documentation.

In my most recent role as an Operations Coordinator for AbleGamers Brazil (remote), I managed the ongoing journey of 130+ beneficiaries, acting as the operational point of contact. I structured support and educational flows, created guidance based on different user profiles and learning needs, and produced periodic reports to keep stakeholders aligned while supporting mission-driven, human-centered problem solving.

Previously, I supported customers in bilingual roles (chat and email) and through helpdesk operations, using Zendesk to manage records, escalations, and follow-ups. I also contributed to process improvements by identifying recurring client issue patterns, monitored NPS and post-sales feedback, and supported onboarding and training for SaaS users.

Experience

Work history, roles, and key accomplishments

Operations Coordinator

AbleGamers Brazil

Oct 2022 - Feb 2026 (3 years 4 months)

Managed the ongoing journey of 130+ beneficiaries, supporting onboarding, follow-up, documentation, and long-term engagement for assistive gaming solutions. Served as the operational point of contact between beneficiaries, internal teams, and strategic partners, and created educational support flows with progress reporting for stakeholders.

Customer Journey Management Client Onboarding Knowledge transfer Stakeholder Management Cross functional Coordination

Bilingual Customer Service Rep

Moochies

Jan 2020 - Oct 2022 (2 years 9 months)

Provided high-volume bilingual support in Portuguese and English via chat and email, resolving issues with clarity and empathy. Managed helpdesk records in Zendesk, handled escalations and follow-ups, and helped improve resolution time and customer satisfaction by identifying recurring issue patterns.

Bilingual Customer Support Zendesk Escalation Handling Process Improvement Remote Collaboration

Customer Success / Support Analyst

Happy Hour Comunicação – Superlógica Assinaturas

Jul 2016 - Oct 2016 (3 months)

Supported customers for a SaaS platform through chat, helpdesk tickets, and phone, guiding onboarding and daily system use. Delivered training calls, contributed to onboarding materials and upsell support flows, and supported post-sales feedback monitoring via NPS.

SAAS Customer Support Onboarding Help Desk Ticketing Systems Training Delivery NPS Post sales Support

Contracts Manager / Admin Assistant

Wi2be Tecnologia S/A

Jul 2013 - Jan 2016 (2 years 6 months)

Coordinated clients throughout the contract lifecycle, managing documentation, deadlines, follow-up, and internal communication to support service delivery. Used CRM and ERP systems to maintain records, track delivery, and produce reports on sales and billing performance.

Contract Lifecycle Management CRM ERP Client Communication Administrative Operations