Cleber Santos

Passionate about customer experience, people management, and performance, I have built a career of over 20 years in the BPO industry.

Having led operations in Latin America, North America, and EMEA, with full P&L management and implementation of high-complexity, strategically valuable projects, overseeing teams across 9 countries in 3 continents. I drove portfolio growth from USD 30 million in Brazil to over USD 120 million globally, with profitability above industry standards, achieving a consolidated EBITDA of over 20%.

Over the past 15 years, I have helped clients from various sectors initiate and/or develop their customer service operations in Latin America, North America, and EMEA. Some key examples include:

· A leading Korean company in smartphones, TVs, and home appliances

· An American company global leader in smartphones, computers, media, and technology

· An American company leader in ridesharing and mobility

· A Chinese company leader in computers and smartphones

· A Chinese company leader in ride-sharing and mobility

· A Brazilian company leader in food delivery

· A Brazilian company and one of the world's largest digital banks

· An American company leader in streaming

· An American company leader in social media and advertising

· An American company leader in search engine and advertising

· An Argentine company and regional leader in e-commerce

I take pride in starting my journey in 2000 as an agent, progressing through operations, WFM, finance, sales, and account management. During this time, I helped develop industry professional talents who now hold executive positions in companies such as Meta, Google, Quinto Andar, Kaizen, and Mercado Livre.

I have always aimed to foster a diverse, inclusive environment that rewards performance, teamwork, and integrity.

As an operations leader for over 15 years, I balanced efficiency, operational rigor, and creativity to exceed goals while aligning with customer and shareholder expectations.

In my role as a sales and account management leader, I extended my understanding of clients and operations to design optimized solutions and services for each client type across different geographies.

Currently, I am leveraging my experiences in operations, sales, and account management to accelerate global client growth and satisfaction on a global scale, with accountability for P&L and defining/executing strategies to achieve committed results.