Guilherme Carvalho in

Guilherme Carvalho

Questioner · DISC type c
Coordenador de Planejamento, Qualidade e Mídias Sociais at Unimed Ferj
📍 Rio de Janeiro, Rio de Janeiro, Brazil

Guilherme Carvalho is an Operations and Customer Service executive with 29 years of experience in call centers across the healthcare, telecom, and financial sectors. He currently leads planning, quality, and social media at Unimed Ferj, focusing on operational efficiency, CX, and continuous improvement. He holds a postgraduate degree from ESPM.

He has a keen professional interest in the strategies and innovations of major technology corporations like IBM and Hewlett Packard Enterprise. Guilherme actively participates in industry events to stay updated on the latest trends and challenges, particularly within the supplementary health sector.

Peers describe him as a person of integrity, a great professional partner who is fair, listens well, and is an excellent negotiator.

Read the full overview →
Experience
23 Years
Current Role
Coordenador de Planejamento, Qualidade e Mídias Sociais
Location
Rio de Janeiro, Rio de Janeiro, Brazil
Personality Overview

How Guilherme shows up

Systematic
Not Easily Convinced
Price-Sensitive

They prefer to fully evaluate every situation. They generally do not appreciate an overfriendly approach and prefer to stay to-the-point. They are more likely than others to negotiate on pricing and terms.

Priorities

Topics Guilherme cares about

Customer Experience
His role and expertise are centered on improving the customer experience (CX) and managing related metrics like NPS in large-scale call center operations.
Operational Efficiency
Manages key performance indicators such as SLA, TMA, and TME, with a strong focus on productivity, process optimization, and continuous improvement in service delivery.
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Career

Work history

3-2024
Coordenador de Planejamento, Qualidade e Mídias Sociais
Unimed Ferj
2-2017 - 3-2024
Coordenador de Planejamento, Treinamento e Qualidade
Unimed-Rio
1-2011 - 7-2015
Coordenador Call Center
TIM Brasil
3-2008 - 1-2011
Coordenador Suporte Call Center
TIM Brasil
6-2006 - 2-2008
Analista Gestão de Fornecedores de Atendimento e Cadastro
TIM Brasil
In the press

Media appearances

No media yetWe could not find public media appearances for this person.
Education
2006 - 2007
Pós Graduação
ESPM Escola Superior de Propaganda e Marketing
3º Grau
Estácio
Social presence
in
Behavioral profile

DISC profile (public)

c

Calculativeness (C)

Calculativeness (C) reflects the degree to which a person is likely to be cautious, systematic and analytical. Those scoring high tend to emphasise quality and accuracy.

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