Areas of Experience

Arllon Souza Vicoso is a seasoned leader and conflict management professional with over two decades of experience in service delivery, client satisfaction, critical escalation, and operational excellence across the Americas. He led IBM’s Escalation Management for the region, heading a high-impact, cross-functional team responsible for resolving complex, high-stakes issues involving senior executives and C‑level stakeholders. Throughout his career, Arllon has been recognized for transforming critical situations into strategic opportunities, restoring trust, and driving sustainable improvements in client satisfaction, operations, and governance.

Arllon’s background spans technical support, global asset and program management, and executive-level delivery leadership. He has led regional and international teams delivering end-to-end asset management solutions for IBM’s top global accounts, with a focus on software asset tracking, license compliance, and process transformation across Latin America and global delivery centers in Brazil, Mexico, and India. In his most recent role, he led a multicultural team of more than 15 professionals in three countries, managing over 150 critical escalations annually, reducing average resolution time by 18 percent over two years, authorizing more than USD 13.5 million in strategic investment in partnership with CFOs and legal teams, and protecting over USD 800 million in revenue through managed escalations.

In addition to his corporate experience, Arllon is deeply engaged in advancing the ombuds profession in Brazil and Latin America. He serves as Chair of the Latin America and the Caribbean Regional Advancement Community (LAC‑RAC) for the International Ombuds Association (IOA), where he fosters professional connections, promotes educational initiatives, and supports the localization of training programs to expand IOA’s global reach. In Brazil, he has held multiple leadership positions within the Brazilian Ombuds Association, including Chief Financial Officer, National Director of Events, and Board Member of the São Paulo Section. In these roles, he has led the planning and execution of major national events, including the Brazilian Congress of Ombuds with more than 450 delegates, spearheaded the design and launch of the Private Ombuds Course, and strengthened partnerships and collaborative initiatives that elevate the ombuds profession.

Arllon also serves as a professor in the Ombudsman Certification and Recertification Course, where he fosters critical thinking among students and helps ensure that course content remains aligned with market evolution, emerging professional demands, and international best practices. Known for his empathy, active listening, and calm presence in high-pressure environments, he integrates escalation management, conflict resolution, and organizational development to help leaders and institutions address concerns early, improve communication, and build cultures of accountability, transparency, and trust. Trilingual in Portuguese, English, and Spanish, he brings strong cross-cultural competence to his work with diverse stakeholders across corporate, nonprofit, and association settings.

Arllon holds an MBA in ESG – Environmental, Social and Governance (Ibmec), an MBA in Strategic Business Management (FIAP), and an Exponential Business Administration (XBA) from StartSe / Nova School of Business and Economics, as well as a Bachelor’s degree in Computer Science from UNIP. He has completed extensive training in leadership, innovation, agile methodologies, design thinking, sales, change and conflict management, mental health advocacy, sustainability, and emerging technologies. Committed to social impact and lifelong learning, he volunteers with Brazilian nonprofit organizations such as Instituto PROA and Instituto Anglicano, supporting education, youth development, and social mobility.