Lino Silva

Experience

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  Boliche Del Rey

  Aug 2000 - Jan 2001

  Assistente de Pista

  • Atendimento ao cliente, proporcionando suporte e orientações durante a utilização das pistas de boliche.• Apoio operacional nas pistas de boliche, garantindo a organização e a segurança do ambiente.

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  Credicard

  Feb 2001 - Aug 2004

  Implementation of the Quality Department for Credit Card Sales, Post-Sales, and Retention teamsManagement of quality monitoring teams and supervisorsDefinition of customer approach parametersDevelopment of quality monitoring processesQuality management of sales and customer prospecting processesManagement of key quality indicators (Negotiation, NPS, Complaints, Customer Service)Sales auditing Management of Credit Card Sales TeamsFocus on Sales ResultsDevelopment of High-Performance TeamsPerformance EvaluationFeedbackAnalysis of KPIs Outbound and Inbound TelesalesGoal AchievementTeamwork

  • Quality Manager

    Mar 2002 - Aug 2004

  • Telemarketing Coordinator

    Feb 2001 - Aug 2002

  • Telemarketing Consultant

    Feb 2001 - Jul 2001
• 

  Ação Contact Center

  May 2004 - Mar 2022

  Talent AcquisitionTalent DevelopmentInternal and External Communication and Social MediaBusiness PartnerWell-beingHuman Development and Organizational DevelopmentCompliance (ISO9001-2015)Implementation of LGPD (General Data Protection Law)Executive Coaching (BP)Mentoring (BP)Creation of Institutional Programs focused on talent retention and development, and culturePlanning and implementation of Policies, Processes, and Leadership ManagementAdvisory role to the Board of Directors and company departments in activities such as planning, hiring, negotiation of human and labor relationsManagement, construction, and operation of E-Learning platformsDevelopment of processes and policies for different HR subsystemsExperience in Strategic PlanningCoordination of Payroll Department in processing payroll, overtime, attendance, vacations, benefits, partnerships, leaves of absence, administration of conflicts, disciplinary measures, support in matters related to labor, social security, union, and government regulationsParticipation in the crisis committee combating the COVID-19 pandemic Show less Translate and implement the organization's strategy in its people management aspectsMeasure results related to HRHR Subsystems ManagementPeople Management tools and methods aligned with business strategies and direct interface with the board of directors and senior leadershipDevelopment, implementation, and dissemination of HR policiesDigital transformation of HR processesAgile Training and Development with a focus on resultsGeneration and monitoring of HR indicatorsStrategic Organizational Diagnosis for development focused on peopleLeadership management for effective directionAgile HR practicesTechnical and behavioral competence mappingClimate SurveyPerformance EvaluationEmployee Engagement initiativesImplementation and monitoring of T&D activities, proposing learning solutionsExecutive CoachingCultural restructuringMonitoring HR indicators (quotas, turnover, hiring, promotions, man-hours, etc.)Significant accomplishments: Implementation of Competency-based People Management, Business Partner role, digital transformation of HR processes, and adoption of remote work (Home Office). Show less Team Management of Quality MonitoringAnalysis of quality processes to propose strategies for increasing customer engagementDefinition of strategies for improving Customer ExperienceAssessment of risks and opportunities for achieving resultsHandling of Customer Service and ComplaintsPresentation of successful results to clients with improved journeyChurn management and customer satisfactionEvaluation of key quality offenders for actionDefinition of quality scripts and tabulationsAnalysis and identification of opportunitiesImplementation of Continuous Improvement GroupsImplementation of ISO9001/2015 CertificationLead Auditor and monitoring of external and internal auditsControl and design of Internal Processes and Total Quality PoliciesRisk management and handling of Non-ConformitiesManagement of Documents and Organizational RecordsApplication of CANVAApplication of Quality Tools Training (5 Whys, Ishikawa, MASP, Continuous Improvement) Show less I work with a focus on results, targeting organizational development. I specialize in people and leadership management, emphasizing the focus and trends that leaders need to have in order to develop their teams. I oversee all processes within the Organizational Development subsystem.• Implementation and monitoring of Training and Development (T&D) activities, proposing learning solutions• Introductory, specific, and retraining programs, as well as competency-based development processes• Delivery of technical and behavioral training to all employees• Conducting 360° training needs assessments to create training initiatives• Logistics coordination• Development of instructional materials, policy manuals, presentations, evaluations, educational booklets, and intranet resources• Designing and implementing andragogical learning processes tailored to the target audience's needs• Developing employee training and capacity-building programs, including indoor and outdoor training, on-the-job actions based on competency mapping• Delivering presentations on social and ethical aspects in the workplace• Conducting training sessions, courses, workshops, and development processes focused on functional and professional aspects aligned with company needs. Topics include negotiation, quality service, and leadership.• Creating leadership development programs for supervisors and managers (mentoring, coaching, counseling), procedural and motivational training, learning courses, and lectures• Identifying external training and courses to develop employees' technical and behavioral competencies• Conducting training instruction and development, including creating a talent pool through formation programs Show less Analysis of People IndicatorsConducting refresher training, onboarding, and development sessionsCreation of instructional materials for LMS platformsInitial monitoring of new hires to ensure smooth adaptation to operational rolesCustomer Experience proficiencyFocus on training in Customer Service, Negotiation, and Persuasion skillsExperience in Leadership Development aligned with the Organization's PipelineCustomized Training creation (diagnostics, methodology, effectiveness)Extensive experience in Office Suite, Canva, PowtoonDevelopment of new instructorsUtilization of the 6D's MethodologyCustomized Training creation based on diagnosisProfile mapping, job descriptions, and career path development Show less

  • EXECUTIVE OF PEOPLE MANAGEMENT

    Dec 2020 - Mar 2022

  • MANAGER OF PEOPLE AND CULTURE

    Aug 2017 - Nov 2020

  • MANAGER OF QUALITY AND CONTINUOUS IMPROVEMENT

    Jan 2014 - Aug 2017

  • Organizational Development Coordinator

    Jul 2007 - Jan 2014

  • SENIOR TRAINING AND DEVELOPMENT ANALYST

    Aug 2005 - Aug 2007

  • CREDIT RECOVERY TEAM COORDINATOR

    May 2004 - Aug 2005
• 

  VGX Contact Center

  Apr 2022 - Oct 2023

  Executive HR Manager

  Human Resources Subsystems ManagementImplementation of Human Development DepartmentTraining and Corporate Education ManagementClimate SurveyTurnover ManagementLMS Platform ManagementQuality ManagementTalent AcquisitionPeople & Culture

• 

  Cactus Corporation

  Aug 2023 - Aug 2024

  Gerente Estratégico de Pessoas (CX, Igaming, BPRH)

  • Responsável pela gestão estratégica de pessoas e estruturação das áreas de Atendimento ao Cliente, CX e Reclame Aqui.• Expertise em Monitoria da Qualidade e Treinamento Estratégico, alinhando práticas com objetivos organizacionais.• Desenvolvimento de soluções em automação de Chatbot para otimizar processos e aprimorar a experiência do cliente.• Atuação como HR Business Partner, fornecendo consultoria à liderança para garantir práticas eficazes de gestão, incluindo processos de Cargos e Salários, Recrutamento e Seleção, pagamento de folha.• Sólidos conhecimentos em análise de situações complexas, elaborando propostas de curto, médio e longo prazo.• Gestão de Clima Organizacional e Desempenho, impulsionando produtividade e engajamento dos colaboradores.• Experiência comprovada na Gestão de Projetos, abrangendo desenvolvimento de áreas de risco e creditação.• Responsável pela implantação do Zendesk com Inteligência Artificial, aprimorando o suporte ao cliente.• Customização do Confluence para melhorar a comunicação interna e a eficiência organizacional.• Desenvolvimento de lideranças como HR Business Partner, fortalecendo práticas de gestão e parceria estratégica.Resultados: Qualidade do atendimento aprimorada, alcançando 95% de aprovação em avaliações internas.Atingida a nota 9.0 no Reclame Aqui em 3 meses, elevando a reputação da empresa no mercado.Desenvolvimento de soluções em chatbot que resultaram em 92% de retenção dos usuários.Redução do turnover em 90% por meio de melhorias nos processos de gestão de pessoas. Show less

• 

  Pluro

  Aug 2024 - now

  Gerente Senior de Recursos Humanos

  • Responsável pela Gestão estratégica das áreas de Departamento Pessoal, Recrutamento e Seleção, Clima e Cultura e Desenvolvimento Humano Organizacional.• Estabelecimento de diretrizes para otimização dos processos de RH acompanhando as rotinas e projetos da equipe para assegurar o cumprimento da legislação trabalhista e das estratégias na empresa;• Gestao da Qualidade em processos, documentação física e digital da empresa e empregados, bem como atender às solicitações para atendimento de fiscalização, auditorias e demandas internas;• Gestão dos programas de Desenvolvimento de Lideranças através de metodologias diferenciadas• Desenvolvimento e acompanhamento de políticas de RH para cumprimento de legislação trabalhista e focadas em cultura e clima• Elaboração do orçamento anual da área de RH, comparando os resultados, custos e receitas do ano anterior para ajustar ao ano subsequente e levantando as necessidades de investimentos;• Participação das reuniões com o sindicato pautando os assuntos a serem alinhados com foco nas relações trabalhistas; Show less