Victor Camargo de Oliveira
Resumo
Results-driven Operations Manager with 10 years of experience leading Customer Support, Trust & Safety, Risk Operations, and global support teams across digital platforms including Roblox, Netflix, Disney+, and Temu.
Proven track record of scaling operations, developing high-performing teams, launching new Lines of Business, and driving improvements in customer experience, operational efficiency, and business performance. Experienced in KPI management, workforce planning, customer escalations, fraud prevention, compliance operations, and cross-functional stakeholder management.
Data-driven leader with extensive experience in process optimization, retention initiatives, and operational excellence within multilingual and international environments. Skilled at building scalable operations, developing leaders, and delivering measurable business impact through strategic execution and continuous improvement.
Visão geral
8
8
years of post-secondary education
3
3
years of professional experience
Experiência profissional
Customer Support | Trust and Safety - Manager
Concentrix
São Paulo, Brazil
2024.05 - Current
- Lead multiple operational teams with more than 90 FTEs responsible for customer support and proactive moderation activities.
- Manage Team Leaders and support leadership development initiatives to improve organisational capability and succession readiness.
- Drive performance through KPI governance, focusing on Quality, CSAT, Productivity, Attendance, Turnover, and Operational Efficiency.
- Partner with cross-functional stakeholders to improve operational processes and customer experience.
- Develop reporting frameworks and performance reviews to support data-driven decision making.
- Manage escalations, operational risks, and process improvement projects.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Set accurate budgets based on historical data and forecasted trends to keep operations financially sound.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Prepared statements detailing operational detail and key performance indicators.
- Monitored staff performance and developed improvement plans.
- Drove company growth with proactive mindset and results-oriented plans for business operations.
Trust and Safety - Team Leader Sr
Concentrix
São Paulo, Brazil
2023.12 - 2024.05
- Led daily operations for Trust and Safety teams in a high-volume environment.
- Monitored and improved performance metrics, including CSAT, quality, productivity, AHT, and attendance.
- Conducted coaching sessions, performance reviews, and career development planning.
- Identified customer experience improvement opportunities through data analysis, trend monitoring, and feedback analysis.
- Collaborated with Quality, Training, Workforce Management, and Operations stakeholders to improve business outcomes.
- Supported the onboarding and ramp-up of new employees.
- Managed remote teams effectively through careful staff, resource and project coordination.
- Built positive, productive relationships with contractors, briefing on service delivery demands to achieve consistent business outcomes.
- Communicated progress updates to clients, keeping operations on track to meet cost and timeframe KPIs.
- Produced regular performance reports and reviews, seeking areas for improved operational efficiency.
Formação acadêmica
Post-graduation - Entrepreneurship and Innovation
Insper
São Paulo 2026.06 - 2027.09
Bachelor degree - Logistics
Anhnaguera
São Paulo 2023.01 - 2025.12
Bachelor degree - Logistics
FATEC
Mogi das Cruzes 2020.01 - 2023.12
Habilidades e competências
- Multi-tasking abilities
- Customer Onboarding and Engagement
- Customer Success Operations
- Retention and churn reduction
- Team Leadership and Coaching
- Performance management
- Operational Excellence
- KPI Management and Reporting
- Stakeholder management
- Root Cause Analysis (RCA)
- Continuous Improvement
- Workforce Planning
- Process Optimisation
- Cross-functional collaboration
- Data Analysis and Business Insights
- Leadership Development
- Fraudulent activities
- Payment risks
- Chargeback-related risks
- KYC verification irregularities
Languages
Português
First language
English
Proficient
Linha do tempo
Post-graduation - Entrepreneurship and Innovation
Insper
2026.06 - 2027.09
Customer Support | Trust and Safety - Manager
Concentrix
2024.05 - Current
Trust and Safety - Team Leader Sr
Concentrix
2023.12 - 2024.05
Bachelor degree - Logistics
Anhnaguera
2023.01 - 2025.12
Bachelor degree - Logistics
FATEC
2020.01 - 2023.12