Vitor Pasqual Marques

MARQUES VITOR Senior Operations Manager | Process Excellence | Cross-Functional Leadership | Continuous Improvement ​ Telefone ​ Email ​ https://www.linkedin.com/in/vpmarques/ ​ Localização EXPERIENCE SUMMARY Senior Bilingual Operations Manager Operations professional with over 20 years of experience in leadership and management of large global operations, expert in continuous improvement and Lean/Six Sigma methodology. Key achievements include achieving a 400% revenue growth over the past 5 months and implementing career development plans that reduced employee turnover by 30%. Seeking a Production and Operations Manager position at Urban CGI, where my leadership and process excellence skills will support your mission of creating better-designed and more sustainable environments through intelligent planning and simulation. Teleperformance 07/2025 - 03/2026 • Governance: practices, decision forums, and policies. Ensures transparency, accountability, strategic alignment, and communication. • Restructured and reviewed processes for efficiency and costcutting, increasing operational margin by 12 points. • Developed and monitored performance indicators, enhancing data culture and outcome predictability. • Led continuous improvement and process optimization projects (Lean/Six Sigma), mapping critical flows, eliminating waste, mitigating operational risks, and enhancing service productivity and quality. Senior Delivery Manager Atento 04/2017 - 12/2024 • Responsible for global accounts, achieving a 400% revenue growth over the past 5 months. • Implemented and supervised cross-functional teams and operations across different countries. • Developed action plans to meet targets through metric tracking. • Identified, proposed, and implemented new opportunities and business solutions focused on customer experience. • Managed the annual budget and contracts, including external security audits. • Led the working group for Ambassador for foreigners and refugees, promoting the best integration and best practices. Account Manager Sitel KEY ACHIEVEMENTS ​ Achieved a 400% increase in revenue over the last 5 months. ​ Cost Improvements Reduced costs by 10% while increasing profitability by 9%. ​ Governance Established governance structures that improved transparency and strategic alignment by 50%. ​ Employee Retention Improvement Decreased turnover by 30% through the implementation of career development plans. 11/2013 - 11/2015 • Managed global customer accounts, ensuring long-term relationships. • Negotiated adjustments and contract renewals, including process changes that resulted in a 10% cost reduction for clients and a 9% increase in gross margin. • Oversaw team remodeling and Quality projects. Implemented executive reporting and dashboard, ensuring bonuses tied to quality indicators and received Época/Reclame Aqui rewards for two consecutive years (Banking and Financial Services). • Prepared and presented QBR (Quarterly Business Review) focusing on operational and quality result demonstration, discussing bonuses/penalties and exploring new business opportunities. Revenue Growth CERTIFICATIONS Lean Sigma Yellow Belt Teleperformance LANGUAGES Spanish Avançado English Proficient Portuguese Native EXPERIENCE SKILLS Operations Manager Technical Experience Atento Multidisciplinary Team Management 06/2008 - 08/2013 • Responsible for operations with 650 staff members (analysts, supervisors, and coordinators) focused on Telecom support. • Developed hiring and training processes for new agents to reduce the learning curve and turnover within the first 90 days. • Defined requirements and designed a new platform for monitoring and measuring field team performance, resulting in significant productivity gains and timely customer service. • Implemented a platform allowing account managers to view open tickets and manage deadlines, increasing internal customer satisfaction through process transparency. • Created and implemented career development plans, reducing turnover by 30%. • Managed a multidisciplinary team to create technical and commercial proposals. Project Management Career Path Planning Contract Recapture and Cost Reduction Improvement and Innovation Management Organizational Redesign EDUCATION Data Analysis Data Network Technology Faculdade Sumaré Período de datas Performance Control Platform Development São Paulo, Brazil Auditing General Competencies Exponential Management TRAINING / COURSES Xponencial Business Administration Continuous Improvement AI for Leaders StartSe University Performance Management StartSe University Organizational Redesign DNA Manager Training ISE Business School Project Management Contract Management Client Management