André Felipe Utiyama De Britto
São Paulo
Summary
Computer Science graduate from UNIP with approximately 5 years of experience in Customer Support. Team Lead in customer support, experienced in various fields and multiple projects. Expertise includes fraud analysis and collaborating with sales partners. Well-versed in agile methodology for handling short, medium, and long-term projects. Experience in onboarding and training new employees through shadowing. Contributed to continuous team improvement and self-development while working on international projects with global teams. Played a key role in implementing the first TDCX operation in Brazil. Known for creative problem-solving skills, dedicated to delivering the best customer experience and addressing potential pain points. Passionate about fostering a feedback culture and promoting teamwork for an optimal work environment.
Overview
10
10
years of professional experience
Work History
Team Lead - Supervisor
TDCX
03.2023 - Current
- Setting clear performance goals and KPIs for the team
- Collected, arranged, and input information into database system.
- Developing and implementing strategies to improve team performance and efficiency
- Identifying training needs and organizing relevant coaching sessions
- Conducting performance evaluations and setting development plans for team members
- Collaborating with other departments to ensure alignment and support in achieving overall company objectives
- Being proactive in identifying issues and providing solutions to enhance team productivity
- Creating a positive and high-performance work culture within the team
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Team Lead - Supervisor
Liq
06.2022 - 02.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Assisted in recruitment to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Experience Analyst
Liq
05.2019 - 06.2022
- Customer support for gamers, providing a unique experience through tickets (Zendesk), chat, and social media
- Experience with social networks
- Participation in various leadership projects and growth empowerment programs
- Unique project integration across multiple platforms for customers
- Anti-fraud training to address more complex payment issues
- Training certification for onboarding new employees through shadowing
Software Developer Junior
Efficacy IT Services
06.2019 - 10.2019
- .net application for WMS
- Integration with SAP
- Solving issues with platform for clients on demand
Web Developer Junior
Pousada Coração do Arraial
09.2016 - 02.2018
- Company website development
- Creation of spreadsheets for customer registration, control of reservations, cost and expense control
- Daily booking and cost reports
Stocker
Toyota Motor Corporation
01.2015 - 12.2015
- Company Overview: (Japan)
- Supply of automotive parts for the production line
- Inspection of parts
- Trabalho na linha de produção com máquina de solda
- (Japan)
Education
Bachelor - Computer Sciences
UNIP
São Paulo, São Paulo01.2019
Skills
- Leadership Expert
- Team Management Expert
- Strong communication and interpersonal skills
- Problem solving and decision making Expert
- Agile methodologies Expert
- Scrum certificate Expert
- White Belt - Lean Six Sigma Expert
- Conflict resolution Expert
- Customer focus
- Employee evaluation
- Regulatory compliance
- Key performance indicators
Languages
Portuguese
English
Spanish
Japanese
Timeline
Team Lead - Supervisor
TDCX
03.2023 - Current
Team Lead - Supervisor
Liq
06.2022 - 02.2023
Software Developer Junior
Efficacy IT Services
06.2019 - 10.2019
Customer Experience Analyst
Liq
05.2019 - 06.2022
Web Developer Junior
Pousada Coração do Arraial
09.2016 - 02.2018
Stocker
Toyota Motor Corporation
01.2015 - 12.2015
Bachelor - Computer Sciences
UNIP
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