Matheus Felber Email & Phone Number

Pittsburgh, Pennsylvania, United States

• Comprehensive Support Across North America: Provided high-level technical expertise to distributors and end users throughout the U.S. and Canada, ensuring timely and effective resolution of complex issues.• Training and Development: Designed and conducted targeted training sessions for team members, enhancing their technical knowledge and fostering a culture of continuous improvement and innovation.• Advanced Problem Solving: Delivered expert guidance to resolve intricate technical challenges, minimizing downtime while identifying opportunities for upselling and customer satisfaction.• Strategic Decision-Making: Collaborated with teams to deliver actionable, data-driven insights, enabling operational efficiencies and uncovering new value-adding services to support account growth.• Relationship Building: Acted as a trusted advisor to clients, cultivating long-term relationships that contributed to customer loyalty and organizational success.

Pittsburgh, Pennsylvania, United States

• Exceptional Technical Support: Proven ability to resolve complex technical issues with a focus on accuracy, efficiency, and customer satisfaction.• Customer-Centric Approach: Dedicated to understanding and addressing customer needs to deliver outstanding service experiences.• Effective Team Collaboration: Skilled in working collaboratively with cross-functional teams to ensure seamless support and resolution of technical challenges.• Remote Assistance Expertise: Adept at providing step-by-step guidance and troubleshooting to clients remotely, ensuring minimal downtime.• Specialized Troubleshooting: Experienced in diagnosing and resolving issues with gas monitors and other technical equipment.• Tailored Recommendations: Skilled in evaluating customer requirements to recommend appropriate equipment and solutions that meet their needs.• Issue Investigation and Resolution: Methodical in researching, analyzing, and addressing technical issues to identify root causes and implement long-term solutions.• Technical Documentation: Proficient in creating clear and concise documentation to streamline future troubleshooting and knowledge sharing.• Continuous Learning: Committed to staying updated on the latest technologies and tools to enhance support capabilities.

Pittsburgh, Pennsylvania, United States

• Provided expert technical support to customers across North America, managing inquiries and resolving issues with a satisfaction rate exceeding 95%• Handled high-volume support requests, consistently meeting performance targets and contributing to a 10% reduction in average resolution time.• Engaged in regular meetings with key clients, including safety leaders from major companies, to provide technical guidance, address their concerns, and propose tailored solutions that enhanced client satisfaction and loyalty.• Played a key role in creating training materials and best practices, significantly reducing onboarding time for new hires and improving team efficiency.

Salt Lake City, Utah, United States

• Led a customer service team in managing daily operations, including event planning and resource allocation, ensuring smooth service delivery for over 100 students weekly.• Analyzed and resolved data discrepancies, such as identifying and correcting duplicate serial numbers in the system, which enhanced database accuracy by 20%.• Partnered with stakeholders to align service offerings with student needs, resulting in a 25% increase in student engagement and positive feedback.• Assisted in planning sessions, and cascading initiatives and targets to the assigned team, which led to a 10% improvement in achieving key performance indicators (KPIs).

Sandy, Utah, United States

• Triaged and resolved technical issues for police department staff.• Provide prompt assistance and troubleshooting for software and hardware problems.• Maintain confidentiality and security protocols while handling sensitive information.• Collaborate effectively with the internal IT team to ensure seamless support operations.

São Paulo, São Paulo, Brazil

• Directed customer success initiatives across 15 states, optimizing logistics and reducing lead times by 60%.• Managed administrative tasks, including scheduling, invoicing, and coordinating with suppliers, contributing to a 30% increase in order fulfillment accuracy.• Analyzed customer feedback and sales data to identify trends, leading to the implementation of new strategies that boosted customer satisfaction by 20%.• Negotiated contracts and pricing with key suppliers, achieving a 10% reduction in procurement costs while maintaining product quality.

Bachelor'S Degree, Software Development

Associate Of Science - As, Psychology

Bachelor'S Degree, Psychology

Bachelor'S Degree, Business/Commerce, General

Education record