DANIEL NOCETI COTRIM
Dublin
Summary
Senior Operations Leader with 15+ years of experience driving large-scale customer operations and operational excellence across Tech and Pharma (Meta, Amazon, IBM, Johnson & Johnson). Proven track record in leading high-performing teams, digital transformation, and process optimisation in regulated and high-growth environments.
Overview
22
22
years of professional experience
2
2
Certifications
Work History
Assistant Director – Head of Customer Operations & Registration
RTB – Residential Tenancies Board
Dublin
06.2025 - Current
- Led Customer Operations and Registration, managing compliance, data integrity, and service excellence for high-volume regulated services with 14 FTEs and ~120 vendor resources
- Delivered digital transformation by launching RTB portal, enhancing self-serve capabilities and significantly improving customer experience
- Executed full BPO transition to new provider, enhancing service levels and operational performance metrics
- Established a Quality function, implementing AI tools and metrics, achieving 38% AHT reduction and 10% CSAT increase
Sr Global Operations Manager
WhatsApp
Dublin
07.2022 - 04.2025
- Directed global customer support operations across multiple service lines, overseeing 8 FTEs and approximately 200 vendor resources.
- Managed performance metrics to enhance service efficiency and resolution quality, directly impacting demand reduction.
- Led tools and automation initiatives, implementing self-service strategies and AI chatbot rollout to decrease support volume.
- Optimized cost performance and scalability through strategic vendor management and outsourcing initiatives.
- Established and scaled distributed teams by implementing KPIs and reporting frameworks to streamline operations.
- Collaborated with product engineering, analytics, and vendor teams to identify root causes of customer issues.
EMEA Corporate Services Category Manager
Johnson & Johnson
Brussels
01.2019 - 12.2021
- Developed and implemented strategies with global category leaders to maximize supplier value.
- Managed five business services categories: translations, memberships, legal services, quality, and managed services.
- Conducted comprehensive research on trends, identifying new technologies and evaluating potential suppliers.
- Executed process improvement projects to enhance value for Johnson & Johnson operating companies.
- Led punch-out catalog implementations integrating SAP/Ariba for streamlined corporate services procurement.
- Directed procurement strategy and vendor consolidation to optimize operational efficiency.
EU Central Operations Manager
Amazon
Barcelona
05.2019 - 06.2019
- Directed last-mile logistics operations and improved forecasting accuracy for EU Central Operations.
- Managed team of managers and logistics associates to drive daily performance enhancements.
- Acted as forecast and scheduling manager, focusing on key KPIs for accuracy.
- Executed daily one-on-ones to ensure accountability for key metrics and compliance.
Area Manager (MBA Leadership program)
Amazon
Prague
05.2017 - 10.2017
- Led process improvement initiatives, achieving 15% increase in refurbishment rates and €24,000 annual savings.
- Coordinated 90 employees overseeing 14 refurbishment activities at Prague's reverse logistics/fullfilment center, ensuring operational efficiency.
- Collaborated with stakeholders across functions and countries to improve clarity of refurbishment processes, facilitating smoother operations.
Customer Operations Team Leader
IBM Global Financing
Rio de Janeiro
01.2004 - 12.2015
- Directed teams managing $5 billion revenue and 21,000+ contracts, improving operational effectiveness and service delivery.
- Oversaw operations teams of 30+ employees responsible for audit, payment, billing and process optimization.
- Implemented automation initiatives and process improvements, enhancing operational efficiency in customer operations.
- Achieved 99% billing accuracy for a $5 billion portfolio, ensuring optimal customer and financial outcomes.
- Led performance management coaching initiatives, resulting in a 50% reduction in attrition rates.
Education
MSc - Computer Science, AI & Machine Learning
Data Science Institute
IrelandMBA -
ESADE Business School
SpainBachelor of Business Administration -
UFF University
BrazilSkills
- Operations management
- Team leadership
- Coaching and mentoring
- Stakeholder engagement
- Process improvement
- Digital transformation
Personal Information
Nationality: Brazilian Italian
Languages
- Portuguese
- Spanish
- English
- Portuguese
- Spanish
Languages
English
Proficient (C2)
C2
Spanish
Proficient (C2)
C2
Portuguese
Native
Native
Certification
Diversity and Inclusion - Cornell University, USA - 2021-2022
Timeline
Assistant Director – Head of Customer Operations & Registration
RTB – Residential Tenancies Board
06.2025 - Current
Sr Global Operations Manager
WhatsApp
07.2022 - 04.2025
EU Central Operations Manager
Amazon
05.2019 - 06.2019
EMEA Corporate Services Category Manager
Johnson & Johnson
01.2019 - 12.2021
Area Manager (MBA Leadership program)
Amazon
05.2017 - 10.2017
Customer Operations Team Leader
IBM Global Financing
01.2004 - 12.2015
MSc - Computer Science, AI & Machine Learning
Data Science Institute
MBA -
ESADE Business School
Bachelor of Business Administration -
UFF University