Graziela da Silva Monteiro

[email protected] • (81) 997556787 • Gaibú, Cabo de Santo Agostinho

PROFESSIONAL SUMMARY

Dynamic professional with a robust background in administrative management, commercial operations, and human resources, complemented by specialized expertise as a Occupational Nursing Technician. Holding a degree in Commercial Management and certifications in NR1 and Worker’s Mental Health, I have successfully supervised credit and collections teams, optimized workforce placement, and facilitated unemployment insurance processes. Adept at driving operational efficiency and fostering workforce reintegration, I leverage strong communication and ethical decision-making skills to support organizational goals and enhance employee well-being.

WORK EXPERIENCE

SUPERVISOR IMO/SD
07/2024 - 12/2024
PREFEITURA JABOATÃO DOS GUARARAPES , JABOATÃO DOS GUARARAPES, PERNAMBUCO
• Led and supervised a team of customer service representatives in IMO/SD operations, delivering consistent feedback and training that improved team efficiency by 20%
• Developed and implemented administrative routines and Excel-based tracking spreadsheets for supplies and procurement materials, reducing process errors by 15%
• Managed end-to-end client interactions including public service attendance and unemployment insurance mediation, resolving complex issues calmly and increasing customer satisfaction scores by 25%
• Oversaw document control processes, including opening, verifying, and managing files, ensuring 100% compliance with internal policies and audit standards
ASSISTENTE COMERCIAL
02/2022 - 05/2023
Mendes Corretora , Cabo de Santo Agostinho, Pernambuco
• Managed and analyzed client portfolio spreadsheets to identify opportunities for personalized life insurance updates, resulting in a 15% increase in policy renewals
• Conducted proactive outreach via phone, email, and in-person meetings to communicate policy improvements and tailor insurance solutions to client needs, enhancing customer satisfaction scores by 20%
• Negotiated and explained complex insurance policies and benefits clearly, reducing client objections and accelerating the sales cycle by 10%
• Collaborated with cross-functional teams to implement product enhancements based on client feedback, contributing to a 12% growth in new client acquisitions
ATENDENTE TÉCNICO EM IMO/SD
03/2013 - 11/2013
PREFEITURA JABOATOA DOS GUARARAPES/MTE , Jaboatão, PERNAMBUCO
• Led direct client service by efficiently registering individuals in the national employment and income system, ensuring accurate data entry and compliance with benefit eligibility criteria
• Processed and issued unemployment insurance installment requests for qualified beneficiaries, verifying critical documentation to guarantee benefit access
• Conducted thorough pre-interviews and screenings to match candidates with relevant job opportunities, facilitating successful placements in the labor market
• Delivered high-quality customer support both in-person and via telephone, resolving inquiries promptly and maintaining a satisfaction-focused approach
SUPERVISORA DE CRÉDITOS E COBRANÇAS
09/2006 - 10/2007
LOJAS RIACHUELOS , Recife
• Led a credit and collections , improving customer retention by 15% through high-complexity client service and effective conflict mediation
• Implemented a streamlined document transfer authorization process, reducing approval time by 25% and accelerating credit openings
• Supervised daily team operations, consistently achieving 98% of management-set conditional targets and enhancing overall productivity by 20%
• Delivered continuous performance feedback and conducted quarterly evaluations, resulting in a 30% reduction in errors and a more collaborative work environment

EDUCATION

Gestão Comercial
01/2023
FACULDADE ESTÁCIO , Cabo de Santo Agostinho

SKILLS

Technical Skills: Strategic Sales Management, Data Confidentiality Ethics, Social Media Management, Corporate Social Responsibility, Inclusion and Diversity Practices
Soft Skills: Professional Ethics and Integrity, Clear and Effective Communication, Active Listening, Problem Solving Agility, Assertive Decision Making, Leadership and Team Management, Creativity, Career Development Management
Other: Disability Inclusion Advocacy, Community Engagement, Stakeholder Collaboration, Administrative Management

CERTIFICATIONS

Gestão estrátegica de vendas
Liderança e gestão de equipes
Como Unir Forças para Crescer
Responsabilidade Social Corporativa
Gestão de Carreira e Desenvolvimento Profissional
Mídias Sociais
Ética, Inclusão e Diversidade
Lugar de Fala: Pessoas com Deficiência Construindo Acesso e Derrubando Barreiras

ACHIEVEMENTS

• “Conquista inicial: Conclusão do primeiro módulo do Curso Técnico de Segurança do Trabalho, com foco em prevenção de riscos ocupacionais e introdução à saúde mental do trabalhador (NR1).”