Open to opportunities

Felipe Pedreira

@felipepedreira

Message

I resolve Microsoft 365 issues while improving customer outcomes and support operations.

Germany

Message

What I'm looking for

I'm looking for a hybrid or remote customer or technical support role in Germany where I can resolve complex Microsoft 365 issues, improve customer outcomes, collaborate with technical teams, and continue developing my German.

I've supported Microsoft 365 and Project customers at Majorel, resolving 25–30 complex cases daily across phone, email, and live chat. I achieved 92% CSAT and 87% First Contact Resolution while consistently meeting SLA targets.

I diagnose license, synchronization, and access-permission issues, and partner with Tier-2 engineering teams to escalate and close critical bugs. I've also improved knowledge-base articles, reducing average handle time by approximately 15%, and mentored new agents on product knowledge and ticket workflows.

Previously at Unilever, I developed digital strategies and analyzed campaign performance for global brands including Dove, Rexona, and Ben & Jerry's. I bring data analysis, cross-functional collaboration, and clear communication from working across markets and time zones.

I'm fluent in Portuguese and English, actively improving my German, and available immediately for hybrid or remote support roles in Germany.

Experience

Work history, roles, and key accomplishments

Current

Muay Thai & Boxing Instructor

Current

Self-employed

Jan 2008 - Present (18 years 7 months)

Trained diverse clients across skill levels, building strong coaching, communication, and leadership skills. Developed personalized training and nutrition programs, demonstrating discipline and resilience.

Coaching Communication Skills Leadership Client Relationship Management Scheduling

Customer Support Specialist

Majorel Münster GmbH

Oct 2023 - Jun 2025 (1 year 8 months)

Handled 25-30 complex support cases daily via phone, email, and live chat, consistently meeting SLA targets. Achieved 92% CSAT and 87% First Contact Resolution across Microsoft 365 and Project products.

Technical Support Troubleshooting Incident Management SLA Microsoft 365 Microsoft Project Zendesk Jira Root Cause Analysis Knowledge Base Management

Digital Analyst

Unilever

Jan 2018 - Apr 2021 (3 years 3 months)

Developed and executed digital strategies for global brands including Dove, Rexona, and Ben & Jerry's. Managed multi-channel campaigns reaching 5,000+ users annually and tracked KPIs to optimize performance.

Digital Strategy Campaign Management KPI Tracking Data Analysis Cross Functional Collaboration

Marketing Assistant

Cinemas Itaú

Jan 2016 - Dec 2018 (2 years 11 months)

Created marketing assets, managed brand partnerships, and organized promotional events. Conducted market research and competitor analysis to support campaign strategy.

Marketing Brand Partnerships Event Planning Market Research Competitive Analysis