Gisele Custodio Dos Santos
Summary
Results-driven senior operational manager with extensive experience in contact centre operations, customer service, and collections. Proven track record in team management, process optimization, and revenue growth. Expertise in strategic planning, negotiation, and contract management. Adept at driving high-performance teams to achieve established goals and deliver exceptional results.
Overview
27
27
years of professional experience
Work History
Site Supervisor
Promp Personnel Pty Ltd
01.2023 - Current
- Trained new team members on site policies and procedures.
- Oversaw personnel safety and efforts at work site.
- Maintained records and logs of work performed and materials and equipment used.
- Resolved issues among team members to keep employees on task.
Senior Operational Manager
Winover Contact Centre
03.2018 - 11.2019
- Led operational team and formulated strategies to achieve established goals
- Implemented process improvements and contributed to the achievement of performance targets.
Senior Operational Manager
Melhado e Advogados Associados
06.2013 - 05.2017
- Managed a team of 83 employees, focusing on training, performance, and goal attainment
- Oversaw collections and debit negotiations, resulting in significant financial risk reduction and revenue increase
- Restructured Back Office team, improving control of court-related matters and revenue growth.
Operational Manager
Localcred Teleatendimento E Telesserviços Ltda
07.1997 - 05.2013
- Centralized customer service for portfolios, managed teams of up to 300 employees
- Implemented automated dialer, optimizing client contact and achieving a 20% revenue increase in 3 months
- Successfully led merger process, establishing new collection strategies and internal processes
- Campinas Branch Manager
- Reported to Operational Superintendent
- Managed 180 employees, focusing on restructuring, training, and performance optimization
- Led active collection team nationally, achieving top rankings and successful implementation of collection model
- Recife Branch Manager
- Reported to Operational Superintendent
- Led branch with 50 employees, implemented pilot home office model, increasing revenue by 20%
- Negotiated with clients, aligned strategies, and presented results
- Jundiaí Branch Leader
- Reported to General Manager (Campinas Branch)
- Managed collection routines and a team of 12 collaborators, achieving performance goals.
Administrative Assistant
Localcred Teleatendimento E Telesserviços Ltda
05.1996 - 07.1997
- Handled administrative routines, cash management, and report preparation.
- Reported to General Manager (Campinas Branch)
Education
Bachelor of Business Administration - Business
Instituto Paulista De Ensino E Pesquisa
Campinas, SP, Brazil12.2005
Skills
- Team Management
- Strategic Planning
- Negotiation
- Process Optimization
- Contract Management
- Budgeting and Financial Control
- Leadership and Training
- Data Analysis and Reporting
Languages
English
Professional Working
Timeline
Site Supervisor
Promp Personnel Pty Ltd
01.2023 - Current
Senior Operational Manager
Winover Contact Centre
03.2018 - 11.2019
Senior Operational Manager
Melhado e Advogados Associados
06.2013 - 05.2017
Operational Manager
Localcred Teleatendimento E Telesserviços Ltda
07.1997 - 05.2013
Administrative Assistant
Localcred Teleatendimento E Telesserviços Ltda
05.1996 - 07.1997
Bachelor of Business Administration - Business
Instituto Paulista De Ensino E Pesquisa
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