Guilherme Carvalho

Questioner
DISC Type : c

Coordenador de Planejamento, Qualidade e Mídias Sociais at Unimed Ferj

Rio de Janeiro, Rio de Janeiro, Brazil

Overview

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.

Personality Overview

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.

Topics They Care 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.
Strategic Planning
Responsible for strategic call center planning, including forecasting, workforce dimensioning, and defining governance models for outsourced services.

Media Appearances

Guilherme has no verified media appearances

Work History

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

Education

2006 - 2007
Pós Graduação from ESPM Escola Superior de Propaganda e Marketing
3º Grau from Estácio

More Information

Social Presence :

Prographics :

Exp : 23 Location : Rio de Janeiro, Rio de Janeiro, Brazil Job Level : N/A Designation : Coordenador de Planejamento, Qualidade e Mídias Sociais at Unimed Ferj
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Insights For Selling To Guilherme

During A Call Or A Meeting

DO's

  • Share as much information as possible regarding your product
  • If you have a lower priced product compared to the competition, call out the same
  • Emphasise more on facts and measurable benefits

DONT's

  • Avoid rushing them, be polite and patient
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.
  • Don’t try to be too friendly or informal with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Guilherme is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Guilherme

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Guilherme move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Guilherme take some risk or not?

  • If they believe that they have analyzed the situation well, they can take a little risk.

You And Guilherme

Personality Compatibility


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