Anderson F.
Mid-Level Process Automation and Training Specialist
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Anderson F. é um profissional especializado em Treinamento e Qualidade, atuando desde 2012 nos setores de cobrança, serviços financeiros, vendas B2B e aviação. Respondeu pela gestão do time de Treinamento e Qualidade na operação de cobrança de empréstimo pessoal da Solva (Grupo Didi/99), conduzindo ações de Gestão de Processos e padronização operacional em múltiplos escritórios, além de alinhar práticas com times internacionais. Possui experiência em desenvolver trilhas de aprendizagem, estruturar e ministrar treinamentos técnicos e comportamentais, produzir conteúdos para intranet e elaborar análises de indicadores de performance. Em passagens por empresas como Teleperformance e Atento Brasil, atuou diretamente na Automação de Processos, criação de processos de onboarding, monitorias de atendimento, implementação de melhorias contínuas com metodologias Kaizen, Lean Six Sigma (certificação Yellow Belt) e suporte à auditoria interna. Também possui experiência relevante na aplicação de Google Workspace para otimização do fluxo de trabalho.
Experience
Líder de treinamento e desenvolvimento
Solva · 2025 — 2026Oversaw the Training and Quality team for the 99Empresta product, focusing on Debt Collection and KYC processes. Developed training materials and learning paths, conducted technical and behavioral training sessions, and ensured process standardization across 10 partner offices. Led strategic meetings with management, provided performance improvement analyses, and coordinated with the Didi China team to maintain global process consistency.Quality assurance Team Leader
Solva · 2024 — 2025Directed the quality team within the Debt Collection area, responsible for creating and validating processes, monitoring checklists, conducting calibrations, and facilitating meetings with Solva management. Ensured alignment of processes with the Didi China team.Post loan instructor
Solva · 2023 — 2024Established and implemented the training and quality department at Solva. Developed monitoring processes, analyzed and improved existing procedures, created an onboarding process and teaching methodologies, and built the intranet for training and quality.Monitor de Qualidade
Teleperformance · 2023 — 2023Participated in the rollout of the Santander product at Teleperformance, structuring quality processes and ensuring operational support from the project's inception. Responsible for quality monitoring, providing individual feedback, conducting calibrations, training new employees, and delivering continuous improvement sessions to enhance performance and adherence to protocols.Monitor de Qualidade
Teleperformance · 2022 — 2023Handled the monitoring of phone, chat, and email channels within the investment sector of banking products. Worked in shared leadership with supervisors, provided feedback, tracked KPIs, presented team results, and developed and delivered process improvement trainings. Facilitated calibrations and met with client representatives.Supervisor de Qualidade Vendas
Atento Brasil · 2015 — 2021Managed and supervised the quality team focused on sales within Vivo B2B products. Facilitated meetings with managers, middle management, and clients, prepared reports, presented results, and conducted calibrations. Developed training initiatives and provided support to quality monitors, as well as managed administrative processes.teleoperador
GOL · 2013 — 2015Provided remote sales support, processed ticket changes and cancellations, and delivered technical assistance for the company website. Created alternative routing for passengers and arranged provisions for food, lodging, and transportation as necessary while resolving critical issues.Monitor de Qualidade
Teleperformance Brasil · 2010 — 2012Monitored service interactions in support, technical assistance, and chat operations. Generated and maintained performance reports, and provided feedback to both operators and supervisors.
Skills & Expertise
Education
- Bacharelado, Gestao da Recursos humanosUNIMAIS - Faculdade Educamais · 2024 — 2026
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