Credit Desk and Customer Service Manager

• May 2022 - Present

- Management and organization of the Credit Desk and Customer Service, managing a team with 27 internal employee and 50 outsourced;- Monitoring of current credit cycle policies, based on the development and monitoring of reports and indicators;- Mapping and monitoring of credit cycle processes ensuring compliance with regulatory rules;- Responsible for the customer relationship routine, aiming at better performances and technologies for the best customer experience;- Participation in the definition of assertive communication and tone of voice in the relationship with the customer;- Negotiation, review, control and release of costs with providers necessary for the better conduct of the operation;- Monitoring and reviewing processes to improve service success indicators: FCR, CR, NPS and C-SAT;- Responsible for the critical services area, such as Reclame Aqui, Ouvidoria, Mídias Sociais, Consumidor.gov and Bacen;- Management of Continuous Improvement, Communication, BPO and Training areas, ensuring the best customer service journey;- Review and approval of budget and forecast, as well as monitoring of realized/effective and saving;- Monitoring and measurement of demand x capacity, with structure replanning whenever necessary;- Participation of squads influencing the definition and prioritization of the scope of features and process steps;- Leadership of the process of choosing tools and solutions in coordination with the technology implementation team and final validation;- Ensuring alignment and interface with internal areas (Technology, Product, Risk, BI, Operations, Marketing, Finance, Collection) and partners to enable solutions;- Monitoring the market and competition to propose innovative initiatives;Monitoring the pipeline and results suggesting conversion and efficiency improvement initiatives. Show less

Credit Desk Manager

• Sep 2021 - May 2022

- Management and organization of the Credit Desk with team management with 17 subordinates;- Monitoring of current credit cycle policies, based on the development and monitoring of reports and indicators;- Mapping and monitoring of credit cycle processes ensuring compliance with regulatory rules;- Negotiation, review, control and release of costs with providers necessary for the better conduct of the operation;- Review and approval of budget and forecast, as well as monitoring of realized/effective and saving;- Monitoring and measurement of demand x capacity, with structure replanning whenever necessary;- Participation of squads influencing the definition and prioritization of the scope of features and process steps;- Leadership of the process of choosing tools and solutions in coordination with the technology implementation team and final validation;- Ensuring alignment and interface with internal areas (Technology, Product, Risk, BI, Operations, Marketing, Finance, Collection) and partners to enable solutions;- Monitoring the market and competition to propose innovative initiatives;-Monitoring the pipeline and results suggesting conversion and efficiency improvement initiatives. Show less

Financial Manager

• Apr 2021 - Sep 2021

- Monitoring the procedural flow and reconciliation of options of payment and credit cards. Analysis and definition of rules for fraud prevention in digital transactions;- Responsible for chargeback defense and contestation; - Constant mapping of partners to innovate payment methods, so that the customer has the best possible experience with the company's services;- Responsible for defining action plans to reduce the reference in SAC/Reclame Aqui with themes related to Payment Options;- Leadership of 13 people, based on training, developing and valuing people, with a philosophy of training new leaders;- Direct interaction with POs and SQUADs in the process of digital transformation and implementation of projects in the area;- Planning and development of projects with High technical knowledge that allows more negotiation power with IT teams;- Budget control of the area, with negotiation power with suppliers to reach and surpass the goals; - Participation in committees, work meetings and forums with the Staff team for decision making. Show less

Credit Modeling and Fraud Prevention Coordinator

• May 2018 - May 2021

- Participation in the creation of the credit department from absolute zero, with the implementation of the credit and fraud engine; - Responsible for studies and implementations of statistical models of credit, fraud and churn; - Study, creation and structuring of credit and fraud policies/rules;- Management of credit granted to reduce fraud and payment default with new policies (behaviour); - Structuring, design and approval of DW databases with SQL language; - Reading indicators and making decisions with PowerBi panels;- Mapping the search for customer information in the market through Credit Bureaus; - Implementation of prevention tools aimed at granting credit and fraud; - Reporting/KPIs in the area of ​​presentation to management and directors for modeling decisions and credit policies;- Bimonthly report of the area's indicators through the credit committee; - Understanding, analysis, proposal and design of macro flow for fraud reduction; - Increased product profitability with cost optimization with suppliers and tools, implementation of internal rules and policies;- Responsible for interacting with the company's IT department for automation and process improvement for the entire finance tower; - Management and assurance that projects are being carried out in accordance with the scope, schedule, budget, expectations, risks and quality standards, in order to identify problems in advance for resolution and appropriate escalation;- Delivery of status reports related to milestones, deliverables, dependencies, risks, metrics, and project issues; - Conduct management and executive presentations of Project status; - Mapping of opportunities and improvements in the internal process;- Organization of the need for robotization of areas, monitoring the implementation of process automation; - Use of Trello and Jira tools to control tickets. Show less

Payment Options Senior Analyst

• Aug 2017 - May 2018

Financial Coordinator

• Oct 2016 - Jun 2017

- Coordination of activities related to the areas of accounts payable and receivable, credit and collection, treasury and invoicing; - Monitoring of cash flow and periodic income statement; - Supervision of the accounting department with payroll closing, terminations, admissions and all personnel department procedures; - Control and reconciliation of bank statements, as well as checking the sales flow and calculating the operating result; - Preparation of financial reports for presentation to management. Show less

Financial Analyst Senior

• May 2015 - Apr 2016

- Complete financial and administrative management; - Working Capital Management; - Control and preparation of cash flow, direct contact with banks and financial institutions linked to the organization, including negotiations and redemption/amortization of credit in the short and medium term; - Payment of bills in general, sales invoicing, issuance of collection bonds, direct contact with customers and suppliers linked to the company; - Calculation of profitability, solvency, gross, net and operating profit indices; - Closing of periodic income statement. Show less

Marketing Intern

• Nov 2014 - Apr 2015

- Assistance in controlling the Advertising and Promotion (Marketing) budget; - Assistance in planning Philips Lighting Brasil events; - Assistance in choosing suppliers and price negotiations; - Launching, approval follow-up, monitoring and completion of requisitions and purchase orders via SAP System. - Assistance in controlling the Advertising and Promotion (Marketing) budget; - Assistance in planning Philips Lighting Brasil events; - Assistance in choosing suppliers and price negotiations; - Launching, approval follow-up, monitoring and completion of requisitions and purchase orders via SAP System.