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Felippe Ferreira

@felippeferreira

Business Development VI at Keeta, where I helped launch the Brazil app and designed a safety framework that reduced field incidents to zero.

Brazil

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At Keeta, I lead strategic account performance and operational initiatives. I negotiated and closed 130 contracts from 240 opportunities, contributed to the app launch in Brazil, and helped achieve a 1% cancellation rate.

I designed and implemented a Safety Map and Risk Area Framework that reduced field incidents to zero. I also analyze performance data to improve operational efficiency and customer experience.

At MadeiraMadeira, I led 20 analysts and helped the operation handle a 10% increase in case volume without affecting service levels. During a peak period, we maintained zero backlog.

At TikTok, I led a remote team of seven analysts and redesigned monthly performance reviews. The changes helped raise QA scores from 87% to 93% within four weeks.

Experience

Work history, roles, and key accomplishments

Current

Business Development VI - Strategic Accounts

Current

Keeta

Oct 2025 - Present (1 year 1 month)

Led performance and operational initiatives for strategic accounts, improving execution and customer experience. Negotiated and closed 130 contracts out of 240 opportunities, achieving a 54% conversion rate.

Business Development Strategic Accounts Negotiation CRM Data Analysis Operational Efficiency Customer Experience Team Leadership

Current

Sales & Marketing Specialist

Current

MeUniforme

Jul 2019 - Present (7 years 4 months)

Managed operations and customer engagement strategies. Developed content and initiatives to improve customer connection and brand experience.

Sales Marketing Customer Engagement Content Development Brand Experiences

Visa Support Agent (USA & Schengen)

GovAssist

Nov 2024 - Sep 2025 (10 months)

Managed 300+ customer cases end-to-end across multiple regions and time zones. Delivered multilingual support in English, Portuguese, and Spanish, ensuring a customer-centric approach in complex processes.

Customer Support Case Management Multilingual English Portuguese Spanish Customer Experience Global Collaboration

Retail Operations Sr Supervisor

Uber

Aug 2023 - Nov 2023 (3 months)

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, achieving a 60% conversion rate from visitors to active drivers.

Team Leadership Operations Management Performance Management Customer Experience Escalation Management Coaching Cross Functional Collaboration

Customer Experience Supervisor

MadeiraMadeira

Apr 2022 - Jan 2023 (9 months)

Led a team of 20 analysts, driving performance and operational efficiency. Managed a 10% increase in demand (15,000 to 16,500 cases) without impacting service levels and maintained 0 backlog during peak period.

Team Leadership Performance Management Data Analysis Process Improvement Operational Efficiency Customer Experience Training Feedback

Moderation Team Leader (Trust & Safety)

TikTok

Jun 2021 - Feb 2022 (8 months)

Led a fully remote team of 7 analysts, ensuring performance, engagement, and accountability. Improved QA scores by 6% (87% to 93%) within 4 weeks through redesigned performance reviews and weekly follow-ups.

Team Leadership Remote Team Management Performance Management Coaching Quality Assurance Data Analysis Process Improvement

Operations Team Leader

Concentrix

Nov 2019 - May 2021 (1 year 6 months)

Led a team of 23 agents in a high-volume customer support environment. Improved CSAT by 12% (80% to 92%) within one month and achieved +5% above company average.

Team Leadership Customer Support KPI Management CSAT AHT Productivity Coaching Performance Improvement