Gilvaneide Lins

- Implemented strategic HR initiatives in a Business Process Outsourcing (BPO) contact center environment, reducing turnover from 13% to 2% and absenteeism from 4% to 2.15%, improving workforce retention and customer experience. - Developed an anonymous employee feedback system, fostering open communication, resolving workplace concerns proactively, and reducing labor disputes in client-facing teams, enhancing overall service quality. - Designed and delivered 12 annual leadership and performance training programs, boosting supervisor effectiveness, team morale, and ensuring consistent customer experience through adherence to SLA and operational standards. - Managed timekeeping, scheduling, and compliance processes for over 1,200 contact center employees, ensuring adherence to labor laws, SLA metrics, and optimizing workforce availability to maintain high customer satisfaction. - Conducted daily KPI analysis in client-facing operations, identifying performance gaps and implementing targeted action plans, resulting in improved customer service metrics, operational efficiency, and experience outcomes. - Led HR efforts during a merger transition, aligning teams with new corporate values, facilitating adaptation, and ensuring seamless cultural integration and consistent customer experience across operations.

- Coordinated the hiring and development of high-potential talent, successfully promoting an employee from entry-level to operations manager, reinforcing leadership pipeline strategies. - Spearheaded the reorganization of back-office operations, reducing backlog from 30 days to 1 day through workflow automation, improving efficiency and contract profitability. - Launched initiatives that reduced turnover from 8% to 4% in three months, aligning HR, Operations, and Training teams to strengthen culture and increase retention. - Introduced Newflow, a call control and workforce management system, enhancing data-driven decision-making, reducing absenteeism from 12% to 5%, and optimizing scheduling. - Oversaw workforce planning and operational restructuring during an emergency service surge, ensuring service continuity, exceeding KPIs, and securing a 24,000 USD monthly contract expansion.

- Directed and mentored up to 600 employees in contact center operations, overseeing inbound and outbound calls while implementing targeted training programs that improved leadership skills, increased productivity by 10%, and promoted internal career growth. - Designed incentive campaigns and retention strategies, reducing absenteeism, boosting motivation, and fostering a highly engaged, high-performing workforce. - Restructured operational workflows in customer service teams, managing recruitment, training, and workforce planning to ensure smooth transitions, enhance efficiency, and optimize call handling and service delivery. - Mediated workplace conflicts and strengthened client relationships through strategic negotiations and data-driven action plans, resulting in a $40,000 monthly revenue increase while maintaining exceptional service quality.

- Supervised a team of 20 consultants in TIM’s in-house contact center, managing inbound and outbound calls for mobile devices and service plans, driving performance, training, and career growth—successfully promoting three team members to supervisory roles. - Monitored call quality and adherence to SLA metrics, providing coaching and feedback to ensure high customer satisfaction and service excellence. - Optimized sales workflows, cutting response times by 30%, boosting productivity by 15%, and reducing absenteeism by 10%, resulting in top sales team performance for three consecutive months. - Led hiring, onboarding, training, and performance management initiatives in partnership with HR, strengthening workforce engagement and supporting high-performing sales results in both products and services. Implemented data-driven dashboards and KPI tracking to monitor call volume, conversion rates, and customer satisfaction, enabling timely adjustments to workflows and training programs. - Developed incentive programs and recognition strategies that increased motivation, improved adherence to SLA, and fostered a high-performing, customer-focused team.

- Managed high-profile corporate accounts at TIM, providing personalized support via email and calls for device, SIM card, and service plan sales, service activation, and billing disputes. - Oversaw inbound and outbound communications, ensuring SLA compliance and high-quality service. - Monitored call quality and account performance, resolving complex issues with proactive solutions. - Conducted account analysis and reporting, identifying upsell opportunities while maintaining accuracy. - Built and maintained strong client relationships as primary operational contact. - Leveraged bilingual English-Portuguese skills to support Latin American clients effectively.