Jorge Lucas

Experience

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  Tel Centro de Contatos

  Aug 2016 - Nov 2019

  Led and engaged a team of 30 customer service representatives, ensuring their productivity and motivation.Prepared managerial reports on team performance indicators for coordination review.Conducted monitoring of service analysts to ensure activities were executed within the area's quality standards.Analyzed and reported on significant issues, coordinating with the planning team to find solutions for the end clients.Key Achievements:Achieved a 35% improvement in results through motivational strategies, making the team's performance competitive with other shifts in the company.Implemented team engagement strategies, significantly improving the overall team climate and collaboration among employees. Show less Reported to the HR Coordinator, providing assistance to employees regarding benefit inquiries (Healthcare, Dental, Meal Vouchers, and Transportation) and paycheck-related matters through both in-person and telephone channels.Conducted verification of admission documents and entered data into the RM-TOTVS system.Organized and maintained physical document archives.Managed employee onboarding and handled issues related to the Department of Labor regulations.Oversaw and processed benefit payments for Meal Vouchers and Transportation.Generated managerial reports for data analysis purposes.Key Achievements:Achieved a 65% reduction in turnaround time and increased accuracy in the purchase of Transportation benefits by automating necessary processes.Received regional recognition for organizing and standardizing physical document archives. Show less Worked as an analyst in a call center, handling and resolving customer inquiries and concerns.Provided exceptional customer service by addressing customer needs, offering products and services, and ensuring customer satisfaction and retention.Utilized effective communication and problem-solving skills to analyze customer issues and provide appropriate solutions.Actively promoted and upsold products and services to customers, contributing to increased sales and customer loyalty.Key Achievements:Received recognition for consistently achieving high customer satisfaction scores and meeting sales targets.Developed and implemented a customer retention strategy that resulted in a 20% increase in customer loyalty. Show less

  • Telemarketing Supervisor

    Mar 2018 - Nov 2019

  • HR Assistant

    Feb 2017 - Mar 2018

  • Receptive Call Center Analyst

    Aug 2016 - Feb 2017
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  Cargill Cocoa & Chocolate, Inc.

  Aug 2020 - Dec 2021

  HR Intern

  Reported to the HR Specialist, providing support in various HR activities such as employee and service provider assistance.Participated in the recruitment and selection processes, including job posting, interview scheduling, and providing feedback to candidates.Managed the transportation benefit (VT), handled admission documents, and oversaw the CIEE payment process.Supported the team in handling labor-related processes and issues.Led the project for transitioning the pharmacy card benefit, receiving recognition for commitment, execution, and suggestions.Managed and conducted the onboarding process for new hires.Key Achievements:Recognized for dedication and contributions in the project to replace the pharmacy card benefit.Optimized the VT purchasing process, reducing turnaround time by 30%. Show less

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  Gerdau

  Feb 2022 - Apr 2023

  HR Trainee

  Acted as a Business Partner for key business areas including facilities, technology, and quality, providing support and guidance in areas such as integration, recruitment and selection (R&S), onboarding, employee support, and offboarding.Analyzed people-related indicators to create management presentations and develop action plans in collaboration with leadership.Provided consultative support to ensure that leaders were informed about available resources and solutions for effective team management.Organized and supported various events within the organization.Executed and implemented projects related to Organizational Climate and Safety, stabilizing processes and proposing new initiatives.Key Achievements:Conducted critical analysis of service provider indicators, fostering a routine of care for partner teams.Developed an analytical tool to optimize decision-making processes, resulting in a 40% reduction in turnaround time. Show less

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  Magnesium do Brasil

  Aug 2023 - now

  Analista de Recursos Humanos Pleno