Improvement of processes for the operations team.Help/improve metrics of teammates (Resolution Rate, NPS, KDI, Transfer Rate, SLA)Development and management of the team's schedule (Vacation/Break/Login and Logout)

Attendance to regulatory channels (Consumidor.gov, Procon, RDR/Bacen, Ombudsman/Ouvidoria) and non-regulatory channels (Reclame Aqui);Research and develop data information for cases of JEC (Juizado Especial Cível) and Extrajudicial Notification;Research and response to judicial requests (Law Enforcement/Ofício ; CCS; Sisbajud; SIMBA);Analyzing root cause and forwarding opportunities/internal processes for better improvement of customer experience (end to end);

Bilingual Customer Service and fraud analysisResponsible for analyzing and limiting accounts with possible signs of risk or fraudulent behavior that could harm our operations, such as money laundering practices, cash advance or violations of our acceptable use policy. Also in charge of registering and deciding on disputes, both for B2B and B2C clients, in addition developed and applied the CIP/KYC internal process training.Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction/experience and their relationship with PayPal.