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Felipe Carneiro has a diverse work experience in customer service and management roles. Felipe is currently working as the Head of Customer Service, B2C at Gelato, where they oversee the management of global contact center partners and focuses on vendor management, quality of services, and integrating technologies. Felipe has achieved a significant reduction in Customer Contacts per Order (CPO%) through data-driven decision-making. Prior to this role, Felipe worked as a Web & Python Jr. Developer and as a Call Center Vendor Coordinator at GSK, where they managed telesales teams and implemented sales strategies based on data analysis. Felipe also has extensive experience at Conduent, where they held various roles such as Service Delivery Manager, Training and Quality Coordinator, Instructor/Quality Analyst, and Call Center Specialist. Felipe has contributed to the improvement of major KPIs, managed separate lines of business, and implemented COPC standards of procedures and quality. Felipe Carneiro is skilled in managing teams, improving operational efficiency, and ensuring customer satisfaction.

Felipe Carneiro obtained a Bachelor's Degree in International Relations from Universidade Anhembi Morumbi, where they studied from 2015 to 2019. In addition, they have obtained certifications in Customer Service and COPC Registered Coordinator from LinkedIn and Kenwin - COPC Implementation Partner, respectively.