Felipe Roque Email & Phone Number

My main responsibilities as a System Integration Engineer in the Merchant Technical Services team are:Able to develop and understand simple solutions using Java or C#, JavaScript, HTML, and database queries;Knowledge of how to do RESTful API calls;Knowledge of AWS Cloud Computing, Salesforce Service Cloud, and Database queries;Ability to quality assures the new features delivered provided by Product will suffice Merchant's needs.Integrate new customers ("merchants") into Trustly's backoffice;Provide pre and post-integration technical support;Monitor the health of merchant integration and transactions;Troubleshoot and report issues and bugs;Analyze and escalate technical issues;Work with engineering teams to debug pre- and post-integration issues.

An easier, safer way to pay. Make or receive payments by signing in to your online banking from the merchant’s site/app—no cards, no app download, no registration.At Trustly, we’re passionate about simplifying the way people pay and get paid online. We are a licensed payment institution and our B2B products available across Europe and the US attract global merchants in segments such as e­-commerce, travel, financial services and gaming.The primary responsibility of the Client Support Analyst is to troubleshoot, escalate, and resolve client and customer questions or issues. Our responsibilities consist (but are not limited to) on:- Support existing clients, end-users of our clients, and third parties we use for processing;- Triage cases within the defined SLA. Triaged cases will either be responded to and resolved or escalated to an internal or external team for assistance before resolving;- Maintain ownership of support cases until resolution;- Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks, client calls, and more;- Help enhance documentation to minimize repeating support issues;- Coordinate with the different teams: dev team, customer support, product management;- Help the dev team review new features and client libraries.

Rio De Janeiro, Brasil

Carta is an online platform for issuing, signing, and receiving electronic shares, options, convertible notes, and warrants. They are a registered Transfer Agent with the U.S. Securities and Exchange Commission (SEC). The Carta platform has two parts: for companies and law firms, Carta allows companies and the law firms that serve them to issue electronic securities and maintain accurate cap tables. As a Customer Support Analyst, my job was to master all functionalities from the company's SaaS platform in the area of private equity management, in order to provide excellent support and experience to clients. The position required knowledge of private equity terminology, such as equity, types of shares, equity plans, stock vesting schedule, option grants, convertible notes and warrants, among others. Additional responsabilities and role's requirements were: Ability to articulate, in a clear and concise manner, technical software issues, as well as address issues related to financial assets / private capital markets; Great organization skills with great attention to detail; Provide exceptional support and experience to the platform's customers, via email, phone and virtual calls; Master all the functionality of the platform (eg: registration, issuance and acceptance of certificates and actions, configuration of online payments); Learn and master terminologies in the private capital market, such as types of shares, convertible notes, interpretation of stock vesting schedule, guarantees, among others; Suggest and develop improvements to the platform based on customer feedback and internal experiences; Engage with different sectors (Finance, IT, Sales) to provide the best solution for customers and their demands; Demonstrate diplomacy, tact and balance under pressure when working with customer problems, as well as a strong sense of curiosity to solve problems.

Rio De Janeiro, Brasil

Carta is an online platform for issuing, signing, and receiving electronic shares, options, convertible notes, and warrants. They are a registered Transfer Agent with the U.S. Securities and Exchange Commission (SEC). The Carta platform has two parts: for companies and law firms, Carta allows companies and the law firms that serve them to issue electronic securities and maintain accurate cap tables. As a Customer Support Analyst, my job was to master all functionalities from the company's SaaS platform in the area of private equity management, in order to provide excellent support and experience to clients. The position required knowledge of private equity terminology, such as equity, types of shares, equity plans, stock vesting schedule, option grants, convertible notes and warrants, among others. Additional responsabilities and role's requirements were: Ability to articulate, in a clear and concise manner, technical software issues, as well as address issues related to financial assets / private capital markets; Great organization skills with great attention to detail; Provide exceptional support and experience to the platform's customers, via email, phone and virtual calls; Master all the functionality of the platform (eg: registration, issuance and acceptance of certificates and actions, configuration of online payments); Learn and master terminologies in the private capital market, such as types of shares, convertible notes, interpretation of stock vesting schedule, guarantees, among others; Suggest and develop improvements to the platform based on customer feedback and internal experiences; Engage with different sectors (Finance, IT, Sales) to provide the best solution for customers and their demands; Demonstrate diplomacy, tact and balance under pressure when working with customer problems, as well as a strong sense of curiosity to solve problems.

Rio De Janeiro E Região, Brasil

IBM Global Financing (IGF), the lending and leasing division of IBM, is a worldwide leader in information technology financing that provides financial service excellence, to accelerate value from technology and help their clients achieve the next best thing. IGF provides funding to more than 125,000 customers in more than 40 countries, enabling customers to buy or lease hardware, software, and services. As a Customer Relationship Representative within the Business Support Operations for IBM Global Financing (IGF) Canada, I was responsible for assisting IGF Canada sales team with contract preparation and settlement in a timely and accurate fashion. Additional responsabilities and role's requirements were: Quickly and accurately preparing and issuing lease and loan contracts; Manage clients' portfolio, as well as provide portfolio reports to clients, suppliers and / or sellers; Ensure correct collection and billing from customers; Provide quotes, contracts and assistance related to the company's internal processes and compliance to the Canadian Sales team. Respect compliance rules of IBM and IGF, as well as Canadian and American laws, especially SOX standards; Satisfactorily follow administrative, operational and work quality controls and processes (audits); Maintain direct and effective communication with IGF business partners, following orders for equipment deliveries and correct billing; Constant contact with internal IBM and IGF customers, such as Accounts Receivable, Accounts Payable, Controls, among others, in order to deliver excellent service to customers, business partners and the company itself.

Rio De Janeiro E Região, Brasil

The position of Quality Assurance Specialist, in the Business Operations Support sector for IBM Global Financing United States, was responsible for ensuring that the company's leasing and loan agreements were in compliance with IBM and IGF internal administrative rules and processes, as well as US laws, especially SOX, through daily audits, support to the Control and Compliance team, as well as external auditors (eg PwC, KPMG, etc.).

Rio De Janeiro E Região, Brasil

With offices in 125 countries, supporting non-stop operations in 2,200 port locations across the globe, Wilhelmsen Ships Service (WSS) has the largest maritime services network in the world - supplying a wide portfolio of maritime products and services worldwide to every conceivable vessel type, in every market and region.As Port Services Trainee for Rio's ports, I was responsible for elaborating Rio de Janeiro’s ports line-ups for the company; get in touch with ships’ crew to follow up on ship’s & crew’s demands; attend logistics needs; intermediate paper-work and bureaucratic workload along with Brazilian authority and manage company’s invoicing system.

Bachelor'S Degree, International Relations

Master Of Business Administration - Mba, Project Management

Bachelor'S Degree, International Relations