Viktor Santos

Customer Operations Specialist @ Amazon

About

Hello. It's a pleasure to welcome you to my profile!! With over six years of experience in process analysis, project management, and operational optimization at multinational companies, I am a dedicated professional focused on driving impactful results through strategic, data-driven solutions. My expertise includes identifying improvement opportunities, managing workflows, and implementing enhancements that have led to operational efficiency gains of up to 25%. I am proficient in tools such as Salesforce, Asana, and Microsoft Office, with advanced skills in data analysis, report extraction, and dashboard development. Fluent in English, with intermediate Spanish and native Portuguese, I have a proven track record of leading projects that enhance customer satisfaction and operational efficiency, always striving to add value and innovation to the organizations I join. Data Analysis and Process Optimization: Your ability to use tools like SQL, Salesforce, and Asana allowed you to identify bottlenecks and implement improvements that increased operational efficiency by up to 25%. Project Management: I led projects that delivered tangible results, such as reducing issue resolution time and increasing customer satisfaction. Business Development: My ability to manage accounts and develop personalized strategies directly contributed to sales growth and the expansion of logistics programs. Customer Focus: My experience in Customer Success and NPS demonstrates a commitment to customer satisfaction, resulting in significant improvements in retention and user experience.

Country

Brazil

City

São Paulo

Industry

Computer Software

Skill

Business Analysis, Customer Satisfaction, Sales, Salesforce, Big data, CRM, Customer Experience, Process Improvement, Strategy, Customer success, Sucesso do cliente, Data Analysis, Account Management, English, Big Data Analytics, Microsoft Outlook, Google Analytics, Google AdWords, Facebook, Instagram

Experience

Customer Operations Specialist

Amazon

2024-3 - Present · 2 yrs 7 mos

São Paulo, Brazil

Redesigned LATAM refund processes to improve SLA compliance and operational consistency. • Partnered with automation and design teams to develop data dashboards and reporting visuals. • Served as the main escalation point for complex disputes, ensuring accuracy and compliance.

Operational Excellence Specialist

Amazon

2023-3 - 2024-10 · 1 yr 8 mos

São Paulo, Brasil

- Mapped and improved logistics and support workflows using Asana and integration tools. - Reduced average ticket resolution time by 20% across teams. - Collaborated with cross-functional teams to enhance accuracy and process agility.

Account Manager

Amazon

2022-4 - 2023-3 · 1 yr

São Paulo

Led the integration of sellers into logistics programs, achieving a record of 23 integrations in a single week. Conducted weekly webinars that resulted in a 30% conversion rate of attendees into active program participants. Developed personalized strategies for sellers, increasing program adoption and retention.

Business Development

Shopee

2021-10 - 2022-4 · 7 mos

São Paulo, Brazil

- Managed 50+ automotive merchant accounts, generating 18% revenue growth. - Optimized listings and dynamic pricing, boosting visibility and conversions. - Created sales enablement content to support automation and partner success.

Customer Success

ECGNOW Telecardiologia

2020-7 - 2021-9 · 1 yr 3 mos

São Paulo,Brazil

Implemented the NPS (Net Promoter Score) project, leading to a 30% increase in user satisfaction. Managed training and onboarding of new clients, ensuring effective platform adoption and reducing adaptation time. Developed reports and dashboards to monitor client performance, identifying opportunities for continuous improvement.

Account Manager

Santander Brasil

2018-10 - 2020-2 · 1 yr 5 mos

São Paulo,Brazil

Delivered personalized banking solutions, improving customer satisfaction scores by 20% through optimized service processes. Managed a client portfolio, identifying upselling and cross-selling opportunities that increased revenue. Collaborated with internal teams to develop strategies that enhanced customer experience and retention.

Marketing Internship

Eletrolar Show

2017-4 - 2018-4 · 1 yr 1 mo

São Paulo,Brazil

Marketing and events agency, focused on the Electronics sector. Organizes the largest electronics fair in Latin America. Service to all companies participating in the event,Competitive analysis for new strategies.Contact with customers and visitors, registration of new customers and also the search for potential customers to be part of the fair.