Senior Vice President
Global Head of Customer Support for
Hospitality and Food and Beverage
M.C.S., Management Information Systems, Nova Southeastern University;
M.B.A., International Business Administration, Florida Atlantic University;
B.S., Organizational Development, Universidade Estadual de Campinas (Campinas, Brazil)
Adriana Torres’ path to executive excellence spans 30 years and multiple industries, from energy to finance to technology. With exceptional experience in operations management, customer service, and customer experience, she has been described as a transformational leader and a global operations visionary. It was these qualities that led to her current role as Senior Vice President of Global Customer Support at Oracle Corporation, overseeing the company’s relationships with customers using its Micros line of products aimed at the Hospitality and Food & Beverage sectors.
Recruited by Oracle just two years ago, Ms. Torres was tasked with developing and leading the implementation of a new support model for point-of-sales and property management solutions for the Hospitality industry customer base, an operation that generates half a billion dollars for the company. Her success at her new position was so rapid that she has already been recognized with a Powerful Women of the Bay Award earlier this year.
Ms. Torres began her career in her native Brazil, working for British Petroleum where she started as a trainee and worked her way up to Director of Human Resources, Service Quality, & Safety. After ten years at BP, she moved to the financial industry sector joining Citigroup in Sao Paulo, as VP of Human Resources & Service Quality Head.
Citigroup recognized her talent and within two years moved her to New York for what ended up being a 17-year tenure. During that span, she rose from VP, Latin America Consumer Bank Service Quality Head, leading call center operations for Corporate and Consumer banking in 23 countries, to Managing Director, Global Contact Center Head, overseeing call center sites in 45 countries and responsible for a $900M P&L and more than a billion dollars in revenue.
The next phase of Ms. Torres’ phenomenal career took her to Miami to serve as the Senior Vice-President, Global Customer Care Services Head for Visa. With the weighty responsibility for the development of the overall customer experience strategy and customer service model for credit, debit and digital consumer products servicing 2.2 billion Visa cardholders around the world, she somehow also found time to work on community service and diversity issues.
“Diversity of thoughts, mind, gender, culture, and races are attributes that make us unique and special as human beings,” she says. “If you are able to recognize these differences and leverage them to learn and to grow personally and professionally, then you are able to accomplish greater successes. In my field, understanding and promoting diversity is key to providing better services to our diverse customer base.”
Her work on inclusion at Visa earned her the Top Entrepreneur Award in the Corporate Champion for Diversity & Inclusion category from the Greater Miami Chamber of Commerce.
When Ms. Torres moved to California in 2016 to take on her current position at Oracle, she did not scale back her outside interests in the least. She is currently pursuing a Ph.D. in Philosophy with an emphasis in International Business from the International School of Management in Paris, France.