Gustavo De Oliveira
Austin,TX
Summary
Accomplished manager with extensive experience in leading and coaching high-performance teams, managing projects, collaborating with cross-functional business partners, driving quality and process improvement initiatives, and streamlining operations to improve business results. Passionate about developing and working with people, innovating, and creating strategies to solve problems in order to achieve outstanding results.
Overview
17
17
years of professional experience
Work History
Team Manager
Apple Inc.
09.2015 - Current
- Area Manager Experience: Successfully completed a rotation and multiple AM backfills, leading a team of 6 managers, each with 15-18 direct reports. Achieved outstanding results by fostering strong relationships with business partners, senior leadership, and direct reports. Promoted accountability and addressed performance issues effectively. Prioritized strategic planning and led quality and process improvement initiatives. Managed multiple projects, oversaw headcount and hiring within the department, and managed service levels to consistently meet business goals.
- Project Manager Experience: Graduated from Apple's Project Management Academy Program and was selected for a Project Manager Rotation within the NPI (New Product Introduction) team. Successfully led a confidential project focused on developing and implementing processes and procedures for Apple Contact Centers, ensuring comprehensive support for the upcoming 2021 iPad lineup.
- Led teams of 15-18 employees across 5 different Lines of Business at Apple: ADPS, App Review, iTPS, Apple Pay, and Customer Relations.
- Led multiple successful projects and initiatives to improve processes and procedures, headcount management, streamline internal hiring, optimize scheduling systems, boost productivity, and develop business strategies.
- Oversaw service levels, ensured business goals were met, created and implemented strategies to optimize processes, procedures, and group performance. Developed and delivered training materials and presentations. Led several hiring processes and conducted hundreds of interviews.
- Managed performance, provided daily support, performed quality evaluations, created action plans, and developed employees through 1:1s, team meetings and coaching sessions.
- Served as the Portuguese Language SME Leader for our AppleCare Content Teams for many years. Assisted with the development of language support groups in many LOBs. Ensured high-quality Portuguese support by leading calibrations, creating, reviewing, and translating content for internal resources and Apple's website.
Senior Advisor (Bilingual)
Apple Inc.
05.2015 - 09.2015
- Supported business partners and managed internal escalations via email and phone in Portuguese and English.
- Winner of the 2015 AppleCare Excellence Award for outstanding customer satisfaction ratings, high quality and productivity results.
- Selected to attend the 2015 Apple Worldwide Developers Conference (WWDC 2015) in San Francisco, California.
- Selected for the Team Manager Apprentice program and for a 6 months Team Manager rotation in AppleCare Partner Relations.
Advisor (Bilingual)
Apple Inc.
12.2013 - 05.2015
- Provided phone and email support in English and Portuguese to Apple Business Partners.
- Selected for the mentoring team and to serve as one of the Portuguese language Subject Matter Experts in AppleCare.
- Winner of the 2014 AppleCare Excellence Award due to outstanding customer satisfaction ratings, and high quality and productivity results.
- Exceeded expectations in all 3 Annual Performance Review categories already on the 1st year of employment with Apple.
Global Command Center Analyst (Trilingual)
Synergy Services Corporation @Dell
02.2013 - 08.2013
- Provided trilingual support (English, Portuguese, and Spanish) to the Dell logistics team and service providers from Latin America via phone, email, and chat to resolve equipment allocation issues.
Operations Specialist
Auto Merchandising Depot
02.2012 - 12.2012
- Oversaw operations, managed inventory, and led the distribution of supplies to car dealerships.
- Reduced operations costs and streamlined operations to improve team performance.
Business Consultant
Thomson Reuters
05.2009 - 11.2010
- Provided business consulting for legal teams and law firms in Brazil. Negotiated contracts, performed sales, and implemented software solutions that improved quality and efficiency.
- Consistently exceeded expectations for performance and sales goals while achieving excellent client satisfaction results.
Auditor
BrMalls
08.2008 - 05.2009
- Examined financial records, statements, store sales, cash flow, and reported revenues to ensure accuracy. Investigated inconsistencies, analyzed data, and prepared reports with audit findings.
Call Center Agent
BrasilCenter
03.2007 - 07.2008
- Provided customer support, sales and debt collection via phone and email.
- Embratel Excellence Award Winner for two consecutive years.
Education
Bachelor - Business Administration
Universidade Católica De Brasilia
Brasilia, BrazilBachelor - Economics
Universidade Federal De Juiz De Fora
Juiz De Fora, BrazilCertificate - Project Planning And Management
University of Virginia
Charlottesville, VASkills
- Superior interpersonal, leadership and coaching skills
- Excellent verbal and written communication
- Advanced judgment, negotiation, and problem-solving skills
- Advanced time management and organizational skills
- Strong analytical skills and attention to detail
- Advanced presentation skills
- Ability to work well under pressure
- Advanced multitasking ability
- Flexible, easily adaptable and creative
- Exceptional team player
- Advanced Multicultural Competency
- High degree of emotional intelligence
Languages
- Portuguese (Fluent - Native)
- English (Fluent)
- Spanish (Advanced)
Timeline
Team Manager
Apple Inc.
09.2015 - Current
Senior Advisor (Bilingual)
Apple Inc.
05.2015 - 09.2015
Advisor (Bilingual)
Apple Inc.
12.2013 - 05.2015
Global Command Center Analyst (Trilingual)
Synergy Services Corporation @Dell
02.2013 - 08.2013
Operations Specialist
Auto Merchandising Depot
02.2012 - 12.2012
Business Consultant
Thomson Reuters
05.2009 - 11.2010
Auditor
BrMalls
08.2008 - 05.2009
Call Center Agent
BrasilCenter
03.2007 - 07.2008
Bachelor - Business Administration
Universidade Católica De Brasilia
Bachelor - Economics
Universidade Federal De Juiz De Fora
Certificate - Project Planning And Management
University of Virginia
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