Discovery and mapping
I talk with different areas, map current processes and identify bottlenecks, rework and parallel controls that no one inside the operation sees.
The person behind Chessa
Felipe Chessa.Business, people and technology.
I work with CRM, customer service and digital transformation. I have helped large enterprises move from scattered processes, such as spreadsheets, emails and WhatsApp conversations, to an organized operation with centralized history and reliable information for decision makers.
My work always starts by listening to the operation. Only then does the tool come in.
View profile and credentials on LinkedIn
Professional background
Projects where technology was only half the problem.
The other half was understanding how the team really worked: who handled customers, how they arrived, where information got lost and what leadership needed to see.
I worked at Indra (Minsait), Avanade (Accenture) and Bizapp, acting as a functional consultant in CRM and customer service projects using Dynamics 365 and Power Platform. I served as the bridge between the business and the technical team, gathering requirements, mapping processes, designing solutions, writing specifications and organizing the backlog so construction could happen smoothly.
I hold a Bachelor of Science and Technology from UNIFESP and have since combined business vision with implementation practice.
Companies that are part of my professional background.
- Dynamics 365 & Power Platform
- Customer Service & omnichannel
- Processes & digital transformation
- Customer Success & governance
In practice
What I deliver in a project.
CRM and Customer Service
I design service journeys, routing rules, demand qualification, SLAs and customer history in Dynamics 365 Customer Service and omnichannel.
Automation and AI
I structure flows with Power Automate and agents in Copilot Studio for triage, registration, routing and tracking, reducing manual tasks.
Specification and backlog
I transform business needs into functional documentation that the technical team can build, prioritizing native platform resources so the solution grows without becoming a monster.
Governance and visibility
I define responsibilities, usage rules and indicators so leadership can track customer service, sales pipeline and operations with reliable data.
Segments
Different sectors, the same challenge.
I worked with large enterprises in the industrial sector, a large insurance company and medium to large law firms. The common thread: many contact channels, scattered information and the need to track who did what, with which customer and when.
Industry · large enterpriseInsurance company · large enterpriseLaw firms · medium and large
Case study
CRM for a large industrial company.
The starting point
The company had multiple customer contact channels but little standardization. Part of customer service and commercial interactions happened in dispersed channels, making it difficult to track requests, actions and generate indicators. Relationship history was not centralized and correctly routing customer requests was a challenge.
What I did
I gathered requirements, mapped current processes and designed the solution in Dynamics 365, including service journeys, routing rules, qualification processes, digital channel integration and governance criteria. I wrote the functional specification and the platform's operational structure.
How far I went
I completed discovery, functional requirements gathering, requirements documentation, functional architecture and operational workflows. I left the project ready to move into the construction and configuration phase, with the foundation defined for omnichannel operations.
- Discovery
- Requirements
- Functional architecture
- Operational workflows
- Construction → next phase
From corporate to your business
The same logic, scaled to your business.
A clinic, a real estate agency or a law firm does not need the structure of a multinational, but they often suffer from the same symptoms: scattered information, dependence on a single person, lack of visibility into what is happening. At Chessa, I use the same method (understand, design, build, put into practice) scaled to your business. That perspective drives products like Lumina, Imobly and MultiEnvio.
Microsoft
Knowledge that keeps evolving.
Microsoft credentials listed on my professional profile, alongside ongoing learning in Copilot, agents and data security with Purview.
View profile and credentials on LinkedIn- MB-230Dynamics 365 Customer Service
- MB-910Dynamics 365 Fundamentals
- PL-900Power Platform Fundamentals
A clear path forward
Process comes before the tool.
Every business has a starting point. Understanding yours is where the work begins.
- 01
Understand
We discuss your daily work, challenges and what needs to change.
- 02
Design
We map your processes and define priorities and the right solution.
- 03
Build
We configure or develop the solution and test its workflows.
- 04
Put into practice
We prepare people to use the solution and take the operation forward.
Your next step
What is taking up time in your business?
Tell me about your daily work. Let’s explore where technology can help.