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Vinicius Amorim

@viniciusamorim

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I lead global digital transformation, AI-enabled customer experience, and operations programs that improve performance.

Brazil

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What I'm looking for

I'm looking to lead global transformation, customer experience, AI, and operations initiatives where I can turn business challenges into scalable, measurable improvements.

At Dell Technologies, I lead global deployment of an LLM-enabled Customer Virtual Assistant that reached 514K+ sessions, saved 193K customer contacts, and achieved 86% CSAT.

I translate operational challenges into scalable automation, self-service, and process improvements. My work reduced order-status cases by 23% globally and 52% in Brazil, while Marketplace automation reduced manual intervention by 70%.

Across Dell and Kimberly-Clark, I’ve led customer operations, sales, workforce planning, trade marketing, and cross-functional teams. I combine governance, executive reporting, change management, and customer experience to deliver measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Global Project and Operational Manager

Current

Dell Technologies

Apr 2025 - Present (1 year 5 months)

Led global deployment of an LLM-enabled customer virtual assistant, achieving 514K+ sessions and 86% CSAT. Oversaw content governance, conducted LLM audits, and drove process optimization initiatives reducing order status cases by 23% globally.

Generative AI LLM Virtual Assistant Customer Experience Content Strategy Process Optimization Project Management Stakeholder Management

Customer Care Escalation Manager II

Dell Technologies

Sep 2019 - Apr 2025 (5 years 7 months)

Led multidisciplinary customer support operations across multiple segments, managing 25 direct reports and achieving 97% eNPS. Drove automation, chatbot, and knowledge management initiatives, and optimized the Marketplace customer journey through RPA.

Customer Support Workforce Planning Automation Chatbot Robotic Process Automation Knowledge Management IVR Executive Reporting eNPS Improvement

National Sales Manager

Dell Technologies

Nov 2014 - Aug 2019 (4 years 9 months)

Planned and executed sales strategies, managing a Key Accounts portfolio generating US$18M in quarterly revenue and achieving 127% of sales targets. Led the Renewal & Business Development organization and launched the Chat Close Leads program.

Sales Strategy Key Account Management Team Leadership KPI Management Coaching Mentorship Revenue Growth

Brand & Trade Marketing Manager

Kimberly-Clark Corporation

Apr 2013 - Aug 2014 (1 year 4 months)

Drove market leadership in feminine care and diaper categories through strategic brand management and trade marketing execution. Developed and implemented the KC Loyalty Program and directed category management and point-of-sale activation.

Brand Management Trade Marketing Category Management Loyalty Programs Sales Leadership Channel Management

Account Executive

Kimberly-Clark Corporation

Jan 2013 - Mar 2013 (2 months)

Managed salesforce and distribution channels, coordinating account executives, distributors, and sales representatives across Southern Brazil. Closed a record-breaking BRL 1.5M sales agreement with Brazil Pharma.

Sales Account Management Distribution Channel Management Negotiation