Cleverson Silva

Experience

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  Contax S.A

  Feb 2014 - Nov 2014

  Customer Support

  I worked at Contax SA with financial products and Santander bank cards, handling incoming calls, providing support, answering inquiries, and selling to customers. During this time, I held three positions: initially as a support representative for Santander cards, then promoted to a specialized sales team with increased targets, and finally promoted to assist high-net-worth clients and handle fraud disputes. During this period, I achieved targets every month.Provided consumer support, including answering product inquiries, resolving issues, retaining customers, explaining contracts, creating accounts, and issuing cards, as well as selling products such as payroll loans, personal loans, insurance, and additional cards. Later, I handled fraud prevention, data validation, and resolved complex issues. Show less

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  Avon

  Feb 2020 - Mar 2021

  Internship Talent Acquisition

  Within the People & Culture team, I supported internship and apprenticeship programs, onboarding, indicator management, and projects from the Natura & Avon merger.- Collaborated with the team to create a virtual onboarding program (due to the pandemic), implemented Avon’s first affirmative internship program, and contributed to D&I strategies such as Avon’s anti-racist manifesto.- Optimized processes for managing supplier contracts, recruitment & selection, and third-party management.- Served as a Key User in the implementation of the Workday HR system, conducting usability tests, managing bugs, and maintaining direct contact with PMOs. I was responsible for being the spokesperson for recruitment & selection in status and results meetings, and I delivered training on the tool to R&S employees.-Provided support and assistance via the Chatbot after the implementation of Workday, created automated responses, and acted as a virtual agent focused on creating more automations for support.-Served as a guest juror for the Avon Institute's Women Entrepreneurship Awards (Viva Award 2020) and as a guest juror for the Eles por Ela project by Marie Claire (Viva Award 2021). Show less

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  Natura &Co

  Apr 2021 - Jan 2023

  I supported the digital transformation at the Shared Services Center (CSC) following the introduction of HR services and the ServiceNow platform for internal employee support, applying best practices in Customer Success (CS) and User Experience (UX).-Facilitated the onboarding of over 1,000 employees since 2020, achieving an NPS of 4.96/5.-Reduced the hiring time for apprentices and interns by optimizing processes from candidate application to the day of admission.-Provided support to managers and apprentices regarding inquiries and development assistance during the program.- Optimized apprentice data, improving visibility of critical information for legal quota compliance and enhancing the internal apprentice experience (over 200 apprentices under contract). Show less Generalist role in Recruitment & Selection, focusing on entry programs and onboarding of employees.-I coordinated the first unified apprentice program for the brands, hiring over 170 positions. I also led a new program with over 100 positions, achieving above-average diversity in the market.- Coordinated programs for hiring over 200 interns within three initiatives, with a highlight being "Sou Potência," a pioneering program for Black women focusing on training and selection.- Worked in a volunteer squad focused on the experience and data of Afro people in organization, utilizing discovery and design thinking with employees, resulting in an internal census and leadership training.-Participated in the project to build a market mapping strategy for recruitment & selection for interns and created a new learning model to generate better experiences for interns.- Collaborated in the development of Avon's "Diva Program."- Served as a speaker for internship and apprentice programs targeted at the intended audience. Show less

  • Analyst HR - CSC

    Apr 2022 - Jan 2023

  • Analyst Talent Acquisition

    Apr 2021 - Mar 2022
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  Dexco

  Jan 2023 - Jul 2024

  Business Analyst Senior

  Dextination (Trainee) - Dexco's Career Acceleration ProgramDuring my time in the program, I worked in three areas to develop skills in people, business, technologies, and innovation through the execution of strategic projects.1st Cycle - Technology Business Partner for Industry 4.0 and Forestry 4.0-Process Optimization: I optimized processes that facilitated progress and reduced bottlenecks between the Industrial and Corporate IT teams.- IT PMO: I implemented software for operational gains in the warehouse within the Industry 4.0 area.2nd Cycle - Corporate Innovation-Intrapreneurship Program: I was responsible for managing the intrapreneurship program, coordinating meetings, and engaging employees, resulting in savings of over R$ 20 million in innovations in 2023.-Collaboration with Startups: I collaborated with startups from Cubo Itaú to solve strategic business problems.3rd Cycle - IT Governance and Architecture-NPS Implementation: I implemented NPS to measure the quality, timelines, and service of IT projects.- Maturity Analysis: Alongside the architecture team, I conducted a maturity analysis for the implementation of Artificial Intelligence and developed content on AI for the entire organization. Show less