Clecio Silva

I specialize in optimizing the end-to-end logistics service chain and supplier operations. My work focuses on improving efficiency, reliability, and scalability through process optimization and automation. Key responsibilities: Design and deliver automated service solutions using AI agents Integrate workflows across teams, tools, and systems to enable seamless operations Lead alignment meetings and training sessions for suppliers and internal stakeholders Review and validate requirements and technical documentation to ensure process accuracy Monitor operational performance and support continuous improvement initiatives Objective: To ensure that all suppliers can operate smoothly, efficiently, and confidently throughout their workday, with clear processes, effective tools, and minimal operational friction.

Consultant – Customer Experience | iFood As a consultant at iFood, I lead the management of partner restaurant experience, ensuring satisfaction, operational efficiency, and excellence in customer support. My role involves driving continuous improvement across service quality, operational processes, and leadership development. Key responsibilities: Performance & Metrics Management: Monitoring and analyzing business and operational KPIs and OKRs—including CSAT, NPS, CR, RR, TMT, NS, as well as restaurant performance indicators such as GMV, CMV, CAC, losses, and cost structure—to drive sustainable growth and improved satisfaction. Project Management: Designing and implementing initiatives to optimize operations, enhance efficiency, and improve service quality. Process Auditing: Conducting in-depth audits of processes, customer interactions, and workflows to ensure compliance with quality standards. Leadership Development: Coaching and enabling BPO leadership teams, fostering an environment of growth, learning, and continuous improvement. Team Management: Leading and managing BPO support teams to ensure alignment with iFood’s quality standards and commitment to operational excellence.

Data-driven and analytical professional, leveraging strategic decision-making to drive project and operational success. Key responsibilities include: Development of Customer Support Materials: Designing effective resources to enhance client support. Operational Improvement & Cost Reduction Projects: Leading initiatives focused on process optimization and cost efficiency. Strategic Alignment Meetings: Facilitating sessions to align objectives, milestones, and project deliverables. Performance Monitoring & Reporting: Implementing control systems, delivering detailed reports, and measuring results to ensure value creation. Committed to success through clear communication, strong interpersonal relationships, effective stakeholder management, and practical problem-solving to address daily challenges.

As a specialist in customer journey, process optimization, project management, and data structuring, my goal is to address customer experience challenges by consistently striving for service excellence and fostering humanized customer interactions. To achieve this, I focus on generating impact assessments, performance gains, and delivery projections through both quantitative and qualitative analyses. I believe that our brand’s main competitor is the last positive customer service experience the client received; therefore, I understand the importance of delighting customers and exceeding their expectations. Through process analysis and optimization, efficient project management, and accurate data structuring, I aim to deliver effective and human-centered service that drives positive outcomes for both our clients and the company as a whole.

Team Leader focused on performance, collaboration, and delivering results. Experienced in leading high-performing teams, driving operational efficiency, and fostering a positive, goal-oriented work environment.

Time management and organizational skills are essential to successfully drive the responsibilities of this role. As the point of contact for admissions and continuous improvement campaigns related to operational performance, I am responsible for ensuring accurate, high-quality deliverables. This includes coordinating multiple priorities, meeting deadlines, and maintaining a results-driven mindset aligned with business goals. Algumas das minhas atribuições incluem a tratativa de ponto, criação de relatórios de produtividade dos agentes, medição da efetividade das ações executadas pela equipe de treinamento, garantia de aderência aos projetos e preparação de materiais de apresentações de resultados. Com uma gestão de tempo eficiente e uma organização cuidadosa, tenho o objetivo de garantir a qualidade das entregas e o alcance dos resultados esperados. Além disso, busco estar sempre atualizado com as melhores práticas e tendências do mercado, para garantir que nosso trabalho esteja alinhado às expectativas da empresa e dos nossos clientes.

Customer-facing role focused on delivering exceptional experiences and fast problem resolution. Dedicated to customer delight through empathetic service, clear communication, and swift issue resolution, ensuring a positive brand experience at every touchpoint.

Undergraduate Researcher | Extension and Research Project Scholarship Recipient – FAPEAL (Alagoas Research Support Foundation) Selected as the top-ranked student at the II Student Meeting of the Alagoas State Education Network, earning a merit-based research scholarship granted by FAPEAL. Participated in a combined extension and research project, contributing to academic and community-based initiatives through applied research and collaborative development.