Willians Toledo is a strategic planning and finance specialist with over 23 years of experience, focused on process optimization for companies across various sectors. With expertise in Planning/WFM, MIS, and Contact Center Intelligence, he has skills in report preparation and structured analysis, operational productivity control, expense and cost management, client prospecting, contract management, strategy and process implementation, and team leadership and development. Willians has experience with major clients such as Claro, SUMUP, Santander, Bradesco, TIM, Sky, Itaú, Whirlpool, Serasa, among others. He is recognized for his work in implementing and monitoring structured processes, contract management, performance indicators (KPIs), and participation in projects aimed at improving productivity. He holds a degree in Quality Management from Faculdade Flamingo and in Health Service Management from SENAC, as well as an MBA in Artificial Intelligence from Universidade Cruzeiro do Sul.