Pedro Souza

Pedro Souza has an extensive work experience in customer care and technology roles. Pedro most recently served as the VP of Customer Care at SmartBear starting in 2022. Previously, they held the position of SR Director Customer Care at Paramount from 2021 to 2022, and the Director Customer Care at CBS Interactive from 2020 to 2022. Prior to these roles, Pedro worked at Visa as the Vice President Global Contact Center from 2014 to 2020, where they oversaw the daily operations of the Customer Care Unit and developed strategies for business growth and customer satisfaction. Before that, they held various roles at Citibank, including Credit Cards Chief Technology Officer and Contact Center Chief Technology Officer, where they directed technology infrastructure, application support, and vendor management for customer service operations.

Pedro Souza holds a Bachelor's degree in Business Administration from the University of Economy and Finances of Rio de Janeiro. Pedro has also completed various certifications and training courses, including Intermediate Concepts of CMMI Version 1.2 and Acquisition and Service Supplement for CMMI v1.2 from the Software Engineering Institute, as well as Introduction to the Capability Maturity Model from the Software Engineering Institute. Pedro has also pursued further education in Software Project Management from The George Washington University and Managing Projects in Organizations from the University of Management and Technology. Pedro has obtained certifications such as Scrum Master Certification from Winnow Management and Professional Scrum Product Owner from Responsive Advisors. Additionally, Pedro holds certifications in Salesforce, including Salesforce Certified Service Cloud Consultant and Salesforce Administrator from Salesforce, and Scrum Master from Scrum Alliance, which they obtained in May 2010.