Felipe Graça Melo Email & Phone Number

São Paulo, Brazil

Differentiating customer experience is critical to accelerating customer value and growing market share. My job is establish customer experience measurements, provide actionable insights to the business and address whitespace customer experience opportunities aligned to business priorities. I will ensure alignment, execution and progress against customer experience improvement opportunities.

Brazil

Engagement Leader connecting Global Customer Service & Support (CSS) and LATAM Region Sales & Marketing Organization (GSMO), including Executive stakeholders and Senior Management. Focus on Technical and Non-Technical Support Experience for LATAM Customers and Partners across all Microsoft Products and Services.

São Paulo Area, Brazil

Back to Services Org, now in the other side of the table, responsible for manage a team of Solution and Territory based sellers, focusing in selling Consulting and Support solutions for Enterprise customers.

The CPE Lead plays a critical role in protecting and advancing the way we think about the experiences our partners and customers have with Microsoft. They are catalysts for change in a time of organizational and digital transformation. Help spread the Customer Obsession culture in every department and shaping the new behavior which will led us to help partners and customers be more successful and drive more business

Rio De Janeiro

Responsible for the whole Delivery Business, including consulting and supporting in the portfolio. While receiving the challenges of learning new business, Microsoft decided to do a huge Services Transformation and Brazil business deteriorated as a result of economic and political crisis. This combination affected our capacity to grow but we have managed to keep growth around 10% each year and continue to build on the new Microsoft strategy becoming a new Service Company, we continue raising Premier delivery margins while reviewing the entire Services margin model with Consulting

P&L owner for Premier Support business in Brazil, moving to a manager of managers position called Support Practice Lead. New learnings were integrated into the good model we created driving further business results. During this period, we were able to increase support delivery margin while keeping Net Revenue growth double digit each year. We focused on delivering high margin services while looking for execution efficiency, keeping always customer satisfaction very high

Responsible for a team of Technical Accounts Managers who delivered Support Contract to Enterprise customers inside Microsoft.

First job as people manager, leading a team of former peers, biggest challenge was switch to achieve results alone to make the use of more people. The first challenge became biggest achievement leading the group to a very good result in growth and customer satisfaction in the 3 years

Rio De Janeiro

Six years as Technical Account Manager (2002-2008) at Microsoft where I learnt how to manage customer’s expectations and reach customer success, while understanding very well the IT environment and operation processes. Negotiation and impact/influence skills were key to achieving results. I won many satisfaction awards and a 5 years tenure with satisfaction in one customer. In 2007, I was invited to participate in a Learn to Lead program, created in LATAM to establish new future Services leaders. In 2008 I was nominated and won the Circle of Excellence 2009 Gold Club, based on the leadership skills and achievements as TAM, which supported my migration to a management position as Support Engagement Manager (Premier Support Manager)

Infrastructure consultant engaged in several big developer projects.

Infrastructure consultant being responsible for Microsoft product implementation focused on Operating System migration, email systems, database and remote systems management

Company owner (FMF informatica) building a joint venture with GeriTech to stablish the first Microsoft Training Center in the south of Brazil (Curitiba)

Rio De Janeiro Area, Brazil

Implemented first Internet connections in Rio de Janeiro, using Gopher and other rising Internet protocols and interacting with RNP (Rede Nacional de Pesquisas). Also built first Novell Network with connection with IP.

First work as ERP developer based on Clipper, Dabase, C and Assembler

Bachelor Of Science (Bs), Mathematics And Computer Science

High School Diploma