- Returned to the role after the end of the temporary project.- Extra focus on suggesting new Risk mechanisms in order to improve the overall platform security.- Created the first company-wide process for Web3-related fraud cases.

- Temporary project focused on improving Security team handling on scams/fraud.- Focus on reviewing fraud cases reported to the company.- Leadership role in the team, providing training for new agents, tips and tricks for smooth case handling, and assisting SLs to keep team morale/atmosphere under control in an environment with high process change intensity.- Increased focus on identifying improvement opportunities for Risk processes related to anti-fraud. Due to that focus, was… Show more - Temporary project focused on improving Security team handling on scams/fraud.- Focus on reviewing fraud cases reported to the company.- Leadership role in the team, providing training for new agents, tips and tricks for smooth case handling, and assisting SLs to keep team morale/atmosphere under control in an environment with high process change intensity.- Increased focus on identifying improvement opportunities for Risk processes related to anti-fraud. Due to that focus, was selected to work alone in a dedicated project directly with the Risk team, receiving training for Risk-related tasks in order to better understand their work dynamic and provide more reliable Risk suggestions. - Multiple new risk rules were created through the above program, increasing overall platform security. Show less

- Investigating compromised accounts, helping users to keep their existing assets safe while also restoring the security of their account and devices.- Fraud case handling, creating internal records and taking action depending on the scenario and evidence provided.- Identifying fraudulent claims and ensuring that our compliance standards and internal processes are met for such cases, submitting SARs if needed.- Conducting interrogatories, collecting information and conducting… Show more - Investigating compromised accounts, helping users to keep their existing assets safe while also restoring the security of their account and devices.- Fraud case handling, creating internal records and taking action depending on the scenario and evidence provided.- Identifying fraudulent claims and ensuring that our compliance standards and internal processes are met for such cases, submitting SARs if needed.- Conducting interrogatories, collecting information and conducting blockchain analysis check for various security/fraud/money laundering related cases.- Identifying improvement points to be made in our existing processes, both on Security and Risk side, in order to help the company to protect the userbase from financial losses related to fraud/hacking, and improve its’ compliance and AML/CFT capabilities. Show less

- Hosting daily meetings and replying to any questions that the agents may have regarding cases and trending issues- Working on complex cases that are escalated and need deeper investigation- Creating/improving internal processes both for new and old issues- Evaluate and report the quality of the interactions made by agents according to certain quality metrics, while connecting those metrics with our current processes and applying any improvements whenever necessary- Special… Show more - Hosting daily meetings and replying to any questions that the agents may have regarding cases and trending issues- Working on complex cases that are escalated and need deeper investigation- Creating/improving internal processes both for new and old issues- Evaluate and report the quality of the interactions made by agents according to certain quality metrics, while connecting those metrics with our current processes and applying any improvements whenever necessary- Special focus on technical and fraud processes, with multiple new trending problems being detected and getting a proper troubleshooting process in less than 24h- Occasionally help the Data team to automate data sources that had to be manually updated in the past Show less

- Replying to requests sent by both English and Portuguese-speaking customers regarding multiple issues, such as bug reports, purchasing issues, compromised accounts, among others- Occasionally creating tools to automate and improve the work of supervisors and team leaders

- Evaluation and improvement of relevancy, accuracy, security and other technical features for results presented to users by services from multiple platforms/companies- Translation of content (EN/US > PT/BR > EN/US)

- Deployment, parametrization and data processing for new customers- Testing/QA of new features and corrections- Checkpoints and result presentation meetings- Creation and following of support/development tickets for improvements and corrections over softwares marketed by the company- Execution of remote training sessions with new customers- Filling of deploy documentation for both internal support and customer- Deals between customer and company in case of disagreement… Show more - Deployment, parametrization and data processing for new customers- Testing/QA of new features and corrections- Checkpoints and result presentation meetings- Creation and following of support/development tickets for improvements and corrections over softwares marketed by the company- Execution of remote training sessions with new customers- Filling of deploy documentation for both internal support and customer- Deals between customer and company in case of disagreement during the deployment phase - Creation, edition and validation of interactive software training content (Sony Vegas, DaVinci Resolver, Adobe Audition, Adobe Captivate) for use in internal and external trainings- Technical aid to the Knowledge Management team- Elicitation and documentation of requirements for new functionalities and software customizations Show less

- Translation of content, management of Facebook profile- Posts on forums- Replies to comments and messages- Negotiation of advertising spaces with websites and newspapers- Intermediate the company communication with Brazilian/portuguese customers

IT Management on head office and over 15 subsidiaries, including:- Asset Management- Remote and Presential Endpoint Support- IT Security Policy Implantation, General IT Security Improvement- Log Audit- Web Development- Marketing & Design