Daniela Oliveira
@danielaoliveira
Dynamic Global Account Director with expertise in operational strategy.
PortugalWhat I'm looking for
I am a results-driven Global Account Director with over 8 years of experience managing large-scale, multi-country Trust & Safety operations across six global locations. My expertise lies in operational strategy, process optimization, and aligning service delivery within high-compliance environments. I leverage Lean Six Sigma methodologies to enhance efficiency and exceed client expectations.
Throughout my career, I have successfully created and implemented global Standard Operating Procedures (SOPs) that drove a 15% increase in process efficiency. I have also launched a global mentorship program that engaged over 100 team members across six countries, significantly improving cross-site collaboration. My commitment to fostering high-performing teams and optimizing resource allocation has consistently delivered sustainable business growth.
Experience
Work history, roles, and key accomplishments
Global Account Director
Teleperformance Global Services
Oct 2024 - Present (7 months)
Led global operational strategy and execution across three Trust & Safety lines of business in six international locations. Engineered and standardized global operational frameworks, ensuring alignment with company standards and client expectations. Accountable for meeting operational budgets, optimizing margin and revenue while ensuring compliance with contractual obligations.
Director of Client Relations
This is Lisbon
May 2023 - Present (2 years)
Led company registration, legal compliance, and licensing, and developed and implemented the operational framework and standard procedures. Formulated and executed strategies to optimize operations and support growth, managing budgeting and financial planning. Enhanced operational efficiency and reduced costs through process improvements and IOS app development.
Client Program Manager
Foundever
May 2023 - Present (2 years)
Managed the Superhost LOB for a major contact center account, leading quarterly performance reviews and 1:1 meetings with direct reports to align with KPIs and service expectations. Applied continuous review processes and proactive management of absenteeism and attrition, implementing corrective actions when necessary. Managed client relationships at an operational level, coordinating information
Head of Operations
Teleperformance
May 2022 - Present (3 years)
Managed the largest account of the contact center, overseeing a team of 1,300 headcount and a sister site in Athens, Greece. Developed and executed strategic plans to enhance profitability, productivity, and efficiency across all operational areas. Ensured seamless communication and coordination with Vendor Management to achieve client objectives.
Operations Manager
Teleperformance
May 2021 - Present (4 years)
Managed a 140 Headcount operation, driving 200% growth in the Portuguese EMEA and LATAM markets in four months. Led the VIP team catering to high-end Facebook companies, resulting in $20M net revenue per quarter. Mentored a team of 13 team leads, fostering leadership and continuous improvement.
Senior Team Leader
Teleperformance
May 2017 - Present (8 years)
Managed a team of 25 Customer Service and Sales representatives for English, Benelux, Brazilian, and Spanish markets. Developed action plans for continuous improvement and motivated the team to achieve high performance. Built and reported KPIs and service levels, serving as the Escalations POC directly to the client.
Education
Degrees, certifications, and relevant coursework
SUSeton Hall University
Major, English
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