Thami S.

Implementing a data-driven approach in Customer Experience and Operations by developing measurement frameworks, health metrics, and end-to-end team processes. I bring clarity to ambiguous problems, facilitate better prioritization and decision-making, and leverage AI-powered and programmatic solutions to reduce inefficiencies and enhance the customer experience on a large scale.

Managed and expanded high-pressure operations across LATAM, progressing through four roles as my scope and responsibility grew. I led readiness and execution for Prime Day and Black Friday, stabilizing first-mile and delivery performance across networks, affecting millions of shipments and tens of thousands of sellers. My focus was on reducing defects (up to ~18–20% in peak periods), improving promise accuracy, and decreasing time-to-resolution by 30–40% through better processes, clearer escalation procedures, and disciplined use of data. In every role, I consistently worked at the intersection of Ops, Tech, and Marketplace - transforming chaos into repeatable systems and helping teams stay calm when stakes were highest.

Managed operations and customer experience, supporting Brazil’s largest k-12 education group, that serves over 120,000 students across more than 100 schools. I enhanced enrollment and post-sale support processes, identified recurring operational issues through data and feedback, and collaborated with teams to reduce friction throughout the student journey, ensuring year-over-year growth. This role was crucial in shaping my approach to experience design at scale -balancing operational efficiency with human impact - long before Amazon heightened that complexity in a much more high-pressure environment.

Chosen for the company’s competitive leadership program, rotating through sales and marketing roles.

Managed international logistics operations for offshore rigs, handling complex import/export flows, compliance requirements, and vendor coordination under unpredictable conditions. I was promoted from intern to analyst due to my reliability, judgment, and execution in high-pressure environments, overseeing shipments where delays could significantly impact operations and finances. This experience developed my calm, structured approach to problem-solving and instilled the operational discipline that I carried into larger roles.

Consulting

Received a full academic scholarship and graduated among the top students in the program. Held leadership positions in student government and academic projects, including serving as Academic Director in international relations simulation programs.

Completed a one-year academic exchange in the United States at age 15, living independently and earning academic distinction while becoming fluent in English.