Victor Prado Email & Phone Number

São Paulo, Brazil

I’m currently leading the Data teams at emDia, with a primary focus on maximizing the efficiency of data-driven processes in our collections area. My role aims to align data insights with business objectives to improve overall performance. Below are some key contributions I’ve made across different domains:Data Engineering:Designed and implemented the architecture for our AWS-based Data Lake with Bronze, Silver, and Gold layers.Developed 14 data marts for various departments, enabling better access to key data insights.Automated repetitive processes like web data extraction and integrated multiple APIs using AWS Glue, Spark, AWS DMS, AWS Redshift, and Python.Data Science and AI:Launched the company’s first GenAI initiative, creating a tool for transcribing and analyzing collection call audio to generate actionable business insights.Led the development of a predictive model to identify clients most likely to default on agreements, optimizing our approach to credit risk management.Data Privacy & Governance:Established internal guidelines to ensure compliance with Brazil’s LGPD data protection law.Developed key policies and internal workflows, such as Data Governance Policy, Data Access Policy, and a new supplier onboarding process.Implemented a data dictionary for our Data Lake using industry-standard tools.Data Visualization:Created standardized dashboards for multiple departments, ensuring alignment with the company’s visual identity and layout design.Developed specific visualizations for areas such as People Analytics and internal data quality monitoring.

São Paulo, Brazil

I was responsible for managing and developing a strategic team of 21 professionals, including experts in planning, MIS, control desk, back office, data modeling, and developers. My key responsibilities included:Overseeing a multiskilled operation and digital channels, ensuring efficient and effective team performance.Leading team development, promoting growth and capacity building through training and mentoring.Collaborating with management to define and align operational targets with business goals.Administering the budget and monitoring the Profit and Loss (P&L) for each portfolio.Managing vendor relationships, ensuring service quality and contract compliance.Implementing automated dialers and CRM systems to optimize communication and workflow.Managing the DBA team, ensuring data quality and database performance.Spearheading the migration of management dashboards from Excel to Power BI, improving data accessibility and decision-making.Reporting operational results to external stakeholders, providing transparency and accountability.

São Paulo, Brazil

I was responsible for monitoring strategies and performance of partner offices. My key responsibilities included:Implementing active collection procedures (PAs) in the Call Center, in collaboration with the customer relationship team.Monitoring key performance indicators (KPIs) for inbound operations, such as conversion rates, service levels, and average handling time (TMA).Planning and optimizing CRM-driven action strategies (recharge cycles) in partnership with the CRM team.Managing inbound PA sizing to ensure efficient call center capacity.Implementing performance-based billing for productive PAs, driving operational efficiency.

São Paulo, Brazil

I was responsible for the dialing strategy of the collection portfolios. My key activities included:Automating operational reports to enhance efficiency.Implementing a new collection system that reduced operational average handling time (TMA) by 30% for Santander’s collection operations.Developing performance tracking tools for operational teams.Implementing dialers Olos and Vonix to optimize call center operations.Managing and evaluating results of mass actions (SMS, direct mail, IVR, email).

São Paulo, Brazil

As a Support Analyst, I worked closely with the backoffice team to monitor operations and developed managerial tracking systems. Key activities included:Monitoring daily production targets to ensure goal achievement.Tracking preventive and breakdown measures to ensure operational efficiency.Developing management reports focused on operational performance.Spearheading the establishment of the control desk team, transitioning management’s focus from monitoring to people development.

São Paulo, Brazil

After working as an operator, I identified strategic opportunities to enhance the efficiency of the collections operation. I developed several tracking tools, focusing primarily on easing the daily tasks of agents, including:Creating tracking spreadsheets for agreement follow-ups.Automating payment processing to reduce manual work.Developing projections to monitor goal attainment and optimize performance.

São Paulo, Brazil

Worked on overdue agreements, focusing on customer retention to ensure agreements remained active and clients retained their granted discounts.

São Paulo, Brazil

Started as an intern, working on overdue agreements by reminding customers of upcoming due dates and ensuring timely payment and receipt of invoices.

Bachelor’S Degree, Civil Engineering

Course, People Management

Foreign Language Exchange, English, 10

Postgraduate, Data Engineering

Master Of Business Administration - Mba, Human Skills And Competencies