Thiago Oliveira
Manager - Customer Solutions @Masco Canada
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WORK HISTORY
Manager - Customer Solutions @Masco Canada
Spearhead customer operations initiatives aimed at improving service efficiency, workflow optimization, and customer experience across the organization.Partner with customer service, sales, IT, and business teams to identify bottlenecks, streamline handoffs, and implement scalable solutions.Drive the development and enhancement of customer-facing workflows, ensuring seamless integration with internal systems.Utilize automation and process improvements to reduce customer response times and enhance overall operational visibility.Lead continuous improvement efforts, creating dashboards and reporting mechanisms that provide leadership with actionable insights.
EDUCATION
Fanshawe College
International Business Management MBA, Business
Fanshawe College
Postgraduate Degree, Project Management
Universidade Federal da Paraíba
Bachelor's degree, Business Administration and Management, General
ABOUT THIAGO OLIVEIRA
Hi there, thanks for visiting my profile!PMP®-certified operations and project leader with 8+ years of experience improving customer-facing processes, systems, and reporting across fast-paced, technology-enabled environments. My background sits at the intersection of customer operations, systems, and cross-functional delivery. I have led initiatives that improve service delivery, streamline workflows, enhance data visibility, and translate business needs into scalable operational solutions. My work has included customer response automation, self-service and portal improvements, ERP and CRM enhancements, dashboard reporting, SOP development, and cross-functional process optimization. At Masco Canada, I helped deliver customer and operational improvements across service, order management, and internal systems, including a response automation solution that reduced average turnaround time from more than 7 days to under 24 hours. I’ve also supported dashboarding and KPI visibility through tools such as Power BI, Smartsheet, Salesforce, JD Edwards, and Confluence. I’m especially strong in: workflow mapping and process improvementcustomer operations and service deliverycross-functional collaboration with business and technical teamsreporting, dashboards, and KPI trackingchange management, documentation, and team enablementagile and hybrid project delivery I’m currently focused on opportunities in Customer Success Operations, Customer Operations, Revenue Operations–adjacent roles, and business systems/process improvement roles where I can help teams scale through better workflows, stronger reporting, and more effective tools.
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