Open to opportunities

Daniel Sculerati

@danielsculerati

CX and Customer Support executive with 20+ years scaling service organizations across BPO, marketplace, and technology environments.

Brazil

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What I'm looking for

I seek a role that fosters innovation in customer experience and sales, emphasizing collaboration and growth.

I am a Customer Experience and Support Operations executive with over 20 years leading service strategy, team development, and operational transformation across BPO, marketplace, and technology environments in both Brazil and the US.

Most of my career has centered on one recurring challenge: building or scaling customer facing organizations at moments of real inflection. At Kavak, I led the Brazil CX organization through hyper growth, scaling from roughly 200 to close to 900 people, while cutting cost per contact by approximately 20 percent and recovering CSAT from a low starting point without sacrificing either metric. At Stages.com, I built the support and customer success function from zero, standing up the CRM, omnichannel channels, and CSAT program that reached above 90 percent within the first few quarters, and worked directly with Product to translate customer feedback into a redesigned onboarding flow that increased paid conversion by roughly 20 percent.

At Teleperformance, I led global contact center programs for strategic accounts including Apple, Meta, Microsoft, and Netflix, owning the operational and data governance behind over $50 million in annual revenue, and coaching the operations managers who ran those accounts day to day. At Google, I managed vendor and pre-sales operations for Cloud and Workspace, including compliance for US federal and local government accounts, working closely with Legal, Procurement, and Finance.

Across these roles, I have led through every layer of an organization, from direct people management to influencing through other managers to owning strategy at the program level. I am most interested in roles where customer experience is treated as a driver of business outcomes, not a cost center, and where I can build the structure, coach the leaders, and use data to make that case.

I hold dual US and Brazilian citizenship, am fully eligible to work in the US, and operate on US business hours regardless of location.

Experience

Work history, roles, and key accomplishments

Vendor Operations Manager, Cloud

Google

Jul 2024 - Present (2 years 1 month)

Strategic partner to business leaders across Google Cloud and Google Workspace, consulting with stakeholders to identify and implement vendor solutions that directly supported key business objectives and customer success outcomes. Established and managed KPI-driven operational levers that aligned vendor performance with business goals, increasing business development and support efficiency and enh

Vendor Management KPIs Business Development Customer Satisfaction Contract Negotiation Compliance Vendor Onboarding

Head of Customer Experience and Sales

Stages Global SaaS startup for content creators

Oct 2022 - Present (3 years 10 months)

Orchestrated the establishment and ramp up of the customer service (outsourced) and sales/success teams (internal) in anticipation of the commercial launch in Brazil (B2C/B2B – content creators and audience). Negotiated contractual terms and commercial agreements for new vendor onboarding and was responsible for vendor management and service delivery.

Customer Experience Sales Management Vendor Management CRM WhatsApp Voice Email CSAT Business Intelligence Customer Onboarding Budget Management

Director of Customer Success

Kavak.com

Sep 2021 - Present (4 years 11 months)

Oversaw the end-to-end online customer journey, encompassing customer care, social media support, and commercial teams (acquisition, online sales, and retention). Led the formulation and execution of the team-building and organizational structure roadmap for the Brazil region, focused on hyper-growth (first 6 months) and downsizing (last 5 months).

Customer Success Customer Journey Mapping Social Media Support Team Building organizational Data Driven Decision Making NPS

Director of Customer Support and Sales Operations, Global Accounts

Teleperformance

May 2019 - Present (7 years 3 months)

Managed a diverse portfolio of global and Latin American contact center programs (sales and customer support) across various sectors (Social Media, Technology for Mobile, Desktop, Apps, Financial, and Streaming) generating annual revenues exceeding R$ 270 million and overseeing a workforce of 3,500 employees. Provided critical support to the commercial team through pre-sales activities, solutions

Customer Support Sales Operations Pre Sales Solutions Development Pricing Contract Negotiation Implementation Customer Experience

Client Services and Business Manager, Global Accounts

Atento

Nov 2010 - Present (15 years 9 months)

Directed premium customer care and support operations for global accounts, ensuring adherence to quality standards, workforce management, and training operations. Cultivated and supported key client relationships, driving commercial activities and leading customer experience and sales enablement initiatives to enhance operational effectiveness and drive digital transformation.

Customer Service Quality Workforce Management Training Customer Experience Sales Enablement Digital Transformation Budget Management Customer Relationship Management

Customer Operations Manager

TeleTech

Jun 2008 - Present (18 years 2 months)

Managed customer service and sales programs for Latin American and global accounts, overseeing operational, financial, and relationship management aspects. Successfully implemented three key global projects, ensuring adherence to contractual and corporate KPIs while driving technological enhancements and quality assurance initiatives.

Customer Service Operational Management Financial Management Relationship Management Implementation KPIs Technology Enhancement Quality Assurance P&L management

Senior Manager, Help Desk/IT Client Services and Contact Center

Kaplan University Online

Jun 2002 - Present (24 years 2 months)

Supervised daily operations and projects for IT client services and contact center teams, ensuring seamless support for corporate and campus employees as well as students and faculty. Established 24/7 support operations and spearheaded team expansions to enhance operational redundancy and support deployment efficiency.

IT Services Project Management Team Expansion Deployment System Enhancements Customer Satisfaction

Trade Promotion Sector Analyst

Embassy of Brazil

Dec 1998 - Present (27 years 8 months)

Conducted market research on American markets for Brazilian commercial goods, liaising with business executives to assess market sentiment and enhance Brazilian exporters' competitiveness. Contributed to the development of Brazil TradeNet, an internet-based resource providing comprehensive trade information for Brazilian exporters interested in the US market.

Market Research Relationship Building

Education

Degrees, certifications, and relevant coursework

The American University School of International Service

Bachelor of Arts, International Studies

Studied International Studies at The American University School of International Service, which is top-ranked in the US for International Relations. The curriculum focused on global affairs and international relations.