Luis Silva
Business Administrator & Management
Jacksonville,FL
Summary
Strategic professional with extensive expertise in leadership, process optimization, and team development across Shared Services, Customer Service, Back Office, Credit, and Collections. Proven track record in process mapping, KPI management, and deploying cutting-edge quality control and knowledge management tools to achieve organizational goals.
Dynamic and results-driven, skilled in negotiation, interpersonal communication, and motivational leadership founded on Coaching and Meritocracy principles. Renowned for resilience, creativity, and a hands-on approach to solving complex challenges with innovative solutions.
MBA in Business Management from Cândido Mendes College (Brazil), with deep experience in contract management, operational efficiency, and fostering sustainable growth. Adept at transforming challenges into competitive advantages in fast-paced, results-oriented environments.
Ready to lead innovation, optimize processes, and inspire excellence in diverse, global settings.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Company Owner
LR Dunamis Services LLC
01.2021 - Current
- Expert caulking solutions to enhance durability and aesthetic appeal across residential and commercial projects.
- Assembled and installed high-quality frames, including storefronts, curtain walls, and door frames, ensuring precision and adherence to client specifications.
- Specialized in the installation and repair of interior office glass, residential windows, sliding doors, and mirrors, providing tailored solutions to meet diverse client needs.
- Conducted efficient window and mirror repair and replacement services, prioritizing safety, quality, and timely execution.
- Managed end-to-end project coordination, from initial client consultation to final quality checks, driving customer satisfaction and repeat business.
- Built a reputation for reliability, craftsmanship, and delivering cost-effective solutions while maintaining the highest standards of workmanship.
Customer Relationship Manager
Antares Educacional S/A
01.2017 - 04.2018
- Led and managed Customer Relationship teams, implementing management models nationwide across Brazilian universities within the Ilumno group.
- Responsible for overseeing Relationship teams within institutions and the Back Office area.
- Directed the design and continuous improvement of processes and services.
- Developed and managed KPIs, ensuring the performance of the Relationship Center
- Acted as the sponsor for the implementation of the AIVO Project in Brazil
- Led the establishment of the Social Media cell for universities in Brazil within the group
Operations Coordinator
Medgrupo LLC
08.2013 - 04.2016
- Coordinated the Monitoring Team, including recruitment, selection (R&S), and training and development (T&D) processes.
- Developed new KPIs and monitored existing ones.
- Conducted analysis to identify and address issues hindering the sector's development.
- Designed new processes and procedures.
- Managed equipment, infrastructure, and assets.
Customer Service Call Center Supervisor
Brasilveículos S/A
06.2009 - 08.2012
- Management and administration of the Customer Service team in the Endorsement sector through monthly reports (TMO, adherence, service level, TMA, etc.)
- Responsible for the development of the team under my supervision and the administrative process management, including health clearance (ASO), vacation schedules, and electronic time tracking.
- Oversaw process management to ensure efficiency and compliance.
Education
MBA - Business Administration And Management
Cândido Mendes
Rio De Janeiro, Brazil 01.2014 - 12.2016
Skills
Customer relations
Timeline
Company Owner
LR Dunamis Services LLC
01.2021 - Current
Customer Relationship Manager
Antares Educacional S/A
01.2017 - 04.2018
MBA - Business Administration And Management
Cândido Mendes
01.2014 - 12.2016
Operations Coordinator
Medgrupo LLC
08.2013 - 04.2016
Customer Service Call Center Supervisor
Brasilveículos S/A
06.2009 - 08.2012
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