Ivan Prado Silva Email & Phone Number

State Of São Paulo, Brazil

São Paulo, São Paulo - Brazil

• Maintained relationships with partners and donors, aiming to strengthen collaboration and ensure continued support for various projects.• Developed initiatives for attracting and reducing churn among customers, identifying potential issues, and proposing service improvements.• Provided support in the recruitment, selection, and onboarding processes of new employees.• Assisted with digital marketing strategies and the creation of online content.• Created training materials and organized training schedules.• Managed KPIs related to employee training and development.• Supported internal audit processes in training procedures.• Monitored the usage of services offered by the Institute to ensure beneficiary satisfaction and success.Key achievements:• Created online content through PADLET, YouTube, and Spotify, including video lessons, podcasts, and interactive boards, maintaining an 85% participation rate among the youth served by the Institute during the social isolation period (COVID-19).• Increased enrollment by 30% in one of the services in 2021, achieved through strategic promotional and outreach actions.• Contributed to the implementation of performance evaluations in the company, resulting in significant improvements in operational efficiency and employee development.• Implemented motivational, educational, and wellness initiatives, resulting in a 20% increase in employee satisfaction compared to the previous year.

São Paulo, São Paulo, Brazil

São Paulo, São Paulo, Brazil

• Developed lesson plans, training schedules, and conducted professional training classes for youth development program participants.

São Paulo, São Paulo, Brazil

• Developed and maintained strong customer relationship, being the primary point of contact.• Conducted needs assessments and identified customers objectives to provide properly solutions.• Managed the administrative process of onboarding and training for new banking correspondents.• Processed payments, contracted and managed contracts, and maintained relationships with correspondents.• Provided banking services management and consulting.• Offered support to the customers, ensuring efficient problem resolution.• Monitored and analyzed customer success metrics.• Developed and implemented action plans to improve customers satisfaction and churn reduction.• Analyzed customers feedback to identify areas for product and service improvement.• Management of the onboarding process for new customers.• Conducted training sessions and webinars to enhance customers knowledge and product acceptance.Key achievements• Implemented a training program for new digital agents, resulting in a 50% reduction in calls for doubts in a period of 3 months.

São Paulo, São Paulo, Brazil

• Providing customer care to Apple customers.• New employees onboarding and training.Key achievements• Increase of 20% in customer satisfaction over a consecutive 3-month period.

Toronto - Canada

• Received and distributed products, generated reports, answered phones, provided customer service, and filed documents.

São Paulo, São Paulo, Brazil

• Managed a portfolio of corporate customers. • Developed and maintained strong customer relationships, being the primary point of contact. • Provided consulting on investments, credit operations, and banking products. • Worked on system queries regarding credit restrictions and on banking products such as capitalization, private pension plans, current accounts, and savings. • Conducted needs assessments and identified customers objectives to provide properly solutions. • Offered support to customers, ensuring efficient problem resolution. • Developed and implemented action plans to improve customers satisfaction and churn reduction.

São Paulo, São Paulo, Brazil

Trainee

Broadcaster – Voice Over Artist, Audiovisual

Postgraduation, Strategic People Management

Bachelor, Business Administration