TIAGO PESSOA DE OLIVEIRA
Surrey,BC
Summary
Dynamic Associate Managing Consultant at Mastercard with a proven track record in project management and client relationships. Expert in KPI measurement and strategic planning, I successfully delivered complex projects, enhancing operational efficiency and driving significant value for clients. Adept at leading teams and fostering collaboration across multicultural environments.
Overview
17
17
years of professional experience
5
5
Certifications
Work History
ASSOCIATE MANAGING CONSULTANT
MASTERCARD
11.2024 - 11.2025
- Managed multiple projects across diverse areas
- Developed detailed project plans, ensuring timely delivery and alignment with objectives
- Implemented complex technological solutions, driving operational efficiency
- Delivered large-scale, complex projects and programs in cross-functional, multicultural environments
- Transformed client processes and optimized management practices to enhance performance
- Supported internal teams to achieve strategic goals and foster collaboration
- Strengthened clients' internal skills, knowledge, and expertise in critical areas
- Assisted Business Developers and Account Managers by acting as a Pre-Engagement Manager
- Dealt with vendors (third-party), developers, and technical squads
- Supported global Vice Presidents, Principals, Directors, and Managers by providing and measuring KPIs, as well as governance, to structure new areas and ways of working across the entire LAC region
- Customer Success activities, including developing a framework for AI solution implementation, conducting regular checkpoints with customers and the internal team, and managing multiple projects across diverse areas
- Served as a Customer Success Manager, creating success plans, measuring customer health scores, fostering value delivery through strong client relationships, and unblocking critical issues to ensure progress
- Responsible for the whole LAC Projects regarding to Brighterion (TFM and ASP)
- Participated in projects that sum + R$ 4mi in three months only.
- Served as a PEM (Pre-engagement Manager), preparing a proposal for the customers
- Lead Technical squads
- Mastercard is a leading global payments company, connecting consumers, financial institutions, merchants, and governments worldwide.
Tech Delivery Manager
FARFETCH
05.2023 - 03.2024
- Support activities related to strategic choices in defined scenarios (related to domain/technology/product/infrastructure) and provide inputs on enhancing/rationalization of existing capabilities and services
- Participate in process blueprinting and walkthrough
- Serve as SPOC for both client and delivery team assuring projects are effectively governed in terms of solution adequacy
- Take corrective steps to prevent client escalation
- Understand the customer domain and his/ her requirements
- Interact with Business Analysts / Senior Business analysts, development teams (Web, APP, and Integration), for requirement analysis
- Analyze capabilities from a domain perspective and identify the operational nuances in meeting customer's requirements and provide support in finalizing the scope
- Clarify queries other architects/teams have on the proposed solution; Monitor progress on project delivery on an ongoing basis and provide support as and when required
- Define Business and Operations KPIs and align with strategic and tactical objectives of engagement
- Responsible for client satisfaction, risk and escalation management Understands customer's stakeholder expectations and guide delivery team to successful implementation
- Support operations in on boarding and enablement
- Create, Build and finalize implementation plan with client and internal stakeholders
- Assist in analyzing metrics and feedback from project teams adopting designed assets
- Monitor asset effectiveness during real time implementation
- Identify areas for improvement / customization and redesign asset based on analysis
- Drive alignment connects with third party vendor in an engagement wherever applicable
- Deliver and measure value pre, during, and post engagement and communicate to stakeholders
Senior Project Manager (PMP)
TLANTIC
07.2017 - 03.2023
- Key-focal point for all communication with the end customer, and internal stakeholders.
- Managing the activities related to planning, scope, timing, cost, risk, performance, and quality, monitoring, control, and performing executive monthly reports with the project progress information.
- Manage project lifecycle from kick-off to close-out.
- Identification of risks associated with projects.
- Support to the Project Governance area through management reports and project status updates.
- Leader of multidisciplinary teams.
- Creativity and agility in analyzing and solving problems.
- Resilience and easy adaptation to changes.
- Proactivity and predisposition for new learning.
- Member of the Project Executive Committees.
- Management of strategic mobility, productivity and operational efficiency projects for large clients such as GPA (Extra, Pão de Açúcar, Extra Market, Minuto Pão de Açúcar, Mini Extra), more than 715 stores in Brazil with revenues of R$ 61.5 billion and Lojas Marisa (Fashion), 355 Stores and revenue of R$ 550 million in 3Q19.
- Management according to PMI
- Tlantic is a European multinational specializing in developing processes and technology.
Project Leader, and IT Support Coordinator
DAFITI
11.2014 - 12.2015
- Reporting to the CEO and CO-FOUNDERS, I was responsible for all the support environment, Telecom and punctual projects.
- Coordinated a team of 8 analysts with care to 1560 employees in Brazil over 8 floors and managed by Microsoft Active Directory and provided DNS services, DHCP, PRINT SERVER, FILE SERVER, Remote Desktop, MAC OS, Ruckus Wireless, Telephony and IVR Avaya Virtualization with VMware. Average of 600 service tickets per month
- Customer Service Team 804 Latin American employees distributed in Argentina, Chile, Colombia and Mexico to email solution
- Responsible for the Design, Implementation and Migration of the new Call Center in MGBrazil with 2.500m2 supported for up to 465 simultaneous service positions
- Responsible for the Design and Implementation Technical Shop-concept in Oscar Freire, SP, Brazil
- Responsible for Administrative Fusion and SAC with Kanui and Tricae, joint bought by Dafiti in July 2015
- Support the Infrastructure datacenter team
- Telesales environment preparation for PCI certification
- Renegotiating contracts with Operators, obtaining 40% reduction in applied rates and values of the services provided
- International Travel (California) project negotiation Contact Center, Video Conferencing and Collaboration at Cisco
- Fashion e-commerce fashion
IT National Infrastructure Coordinator
LOCAR CRANES AND TRANSPORTATION S/A.
10.2008 - 04.2014
- Telesales environment preparation for PCI certification
- Renegotiating contracts with Operators obtaining 40% reduction in applied rates and values of the services provided
- International Travel (California) project negotiation Contact Center, Video Conferencing and Collaboration at Cisco
- Large Brazilian multinational - segment Special Transport, lift (LIFT), Marine Operations - revenue R$ 490 million
Education
MBA - Data Science and Artificial Intelligence
Fiap University
01.2025
Bachelor's degree - information systems
Eniac University
01.2019
Skills
- Project Management
- KPI measurement
- Change management
- Problem solving
- Team leadership
- Client relationships
- Contracts
- Strategic planning
- Risk management
- Acquisitions
- Budget
- Communication
- Partners
Title
Associate Managing Consultant / Tech Delivery Manager / Program Manager / Customer Success Manager
Certification
- Project Management Professional (PMI)
- PSM I - Professional Scrum Master
- ITIL v3 Certification
- MCTS Certification - Hyper-V 2008
- CSSA Certification - SonicWALL
Projects
Migration and implementation of products to Mastercard's TOP customer Customer Success area implementation at Mastercard Business platform at Credit union Bergdorf Goodman: Digital Store Cidade Matarazzo: Digital Store GPA, Marisa, Mercado Zona Sul, and other retailers
Languages
English
Full Professional
Portuguese
Native/ Bilingual
Spanish
Limited
Work Authorization & Immigration Status
- Currently in British Columbia, Canada, on a valid study permit only, attending an in-person English program. To work full-time, I would require employer sponsorship for a work permit (e.g., LMIA or another eligible pathway).
Timeline
ASSOCIATE MANAGING CONSULTANT
MASTERCARD
11.2024 - 11.2025
Tech Delivery Manager
FARFETCH
05.2023 - 03.2024
Senior Project Manager (PMP)
TLANTIC
07.2017 - 03.2023
Project Leader, and IT Support Coordinator
DAFITI
11.2014 - 12.2015
IT National Infrastructure Coordinator
LOCAR CRANES AND TRANSPORTATION S/A.
10.2008 - 04.2014
MBA - Data Science and Artificial Intelligence
Fiap University
Bachelor's degree - information systems
Eniac University