Gilvaneide Lins

Background

About Gilvaneide Lins

Bilingual English-Portuguese professional with over 5 years of experience in customer service, contact center operations, and human resources, specializing in talent development, employee engagement, and performance optimization. I bring expertise in delivering exceptional client experiences, managing KPIs, and leading teams to achieve results, with a strong focus on communication and multicultural collaboration.My background includes managing large-scale operations, improving processes for efficiency, and providing support to both clients and employees to ensure satisfaction and high service standards. I am experienced in handling inbound and outbound calls, resolving complex issues, and creating solutions that enhance customer experience across multiple channels.As a strong advocate for employee development, I have trained leadership teams to improve performance metrics, management tools, and overall team effectiveness. I have also participated in recruitment and leadership selection, ensuring the right talent is in place to achieve company goals.My proven track record includes reducing turnover from 15% to 4% and absenteeism from 12% to 5%, while maintaining high client satisfaction. I am skilled in forecasting, productivity monitoring, and SLA management, always ensuring service excellence.Fluent in Portuguese and English, I excel in supporting Latin American clients and teams, bridging language and cultural gaps to deliver smooth, efficient, and friendly service.Based in Orlando and always connected globally! If you are passionate about customer experience, HR, and leadership, let’s connect. I am a US Permanent Resident.