Matheus Lima Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Australia

Dublin, County Dublin, Ireland

- Leading 2 teams of 3 agents each, guiding and coaching the teams to provide the best customer service and achieve customer satisfaction. - Reviewing the agents' activities to improve performance and deliver a better service. - Managing and incentivising the agents to have initiatives and bring innovation to our daily routine. - Managing KPIs and helping the agents to achieve their targets so they would be able to receive the annual bonus. - Liaising closely with other departments to improve communication with the teams.- Being the first point of contact with fraud and compliance departments to handle Anti-Money Laundry - AML cases, as well as conducting due diligence with customers as Know Your Customer - KYC task force, and monitoring the customers closely as they reach the respective thresholds.- Participating in meetings with the management to discuss performance and results as well as setting and conducting meetings with agents and other departments.

Ireland

Dublin City, County Dublin, Ireland

English & Cultural Exchange Program since Dec 2018• Providing outstanding customer service to all customers at Subway since Jan 2020, handling a large volume of orders and requests, and solving problems in a professional and effective manner.• Supervised a team of 4 hotel staff members at Temple Bar Lane from May 2019 to Feb 2020, guiding and coaching the team to achieve individual and business goals. Effectively planned and managed workload, and delivered training and mentorship programmes to employees aiming at accomplishing positive results.• English student at Oscars International from Dec 2018 to Aug 2019 to improve English language skills.

Aracaju, Sergipe, Brazil

• Received, triaged and responded to a large volume of requests from law enforcement in adherence with processes, policies and guidelines, escalating when necessary. • Conducted in-depth investigation and research to write effective commercial and business proposals, agreements and contracts, drafting and negotiating agreements and policies in compliance with court directions, ensuring client's disbursements were accounted for.• Assisted with the opening process of a Fintech company in Sergipe, investigating and assessing associated risks to the company, and ensuring business ran in accordance with applicable law, always exercising good judgement and handling sensitive information effectively.• Provided logical recommendations and insights to legislators to support development and drafting of documents according to legislation and law enforcement procedures, always applying analytical thinking. Stayed current with legislation changes to enhance processes and controls.• Developed detailed litigation strategies for each case, and negotiated civil dispute settlements to minimise payment or maximise receipt of monetary damages.• Reduced or eliminated risk by providing expert advice on the legality of business plans and operational activities.

Aracaju, Sergipe, Brazil

Aracaju, Sergipe, Brazil

• Managed lawsuits to recover tax fees unpaid by taxpayer companies, and supported the tax prosecutor in big operations against tax evasions by dismantling huge Holding Groups, complying with policies, procedures and any legal regulatory requirements.• Assisted senior Lawyers with the supervision of other legal interns by assigning activities linked to the operations to support investigations in all areas needed.• Awarded 1 of 4 internship grants between over 20 other interns, and recognized by the Chief Attorney due to excellent performance and behaviour during the internship. • Created a study group to support new interns with tax executions against tax debtors, inviting Attorneys for knowledge sharing.

Aracaju, Sergipe, Brazil

• Supported the Judge with legal activities including researches, drafts, review of documentation and hearings to solve commercial and civil litigations.

Aracaju, Sergipe, Brazil

Aracaju, Sergipe, Brazil

• Assisted Attorneys with legal activities for Real Estate and Condominium clients, including investigations about legal regulations and specific laws, and contractual actions against diverse companies involved. • Handled a large volume of requests from law enforcement and government agencies in accordance with applicable law and guidelines.• Participated in court hearings and assisted with the draft of legal documents related to cases such as agreements, complaints, answers, appeals, injunction motions and briefs, demonstrating excellent attention to detail and communication skills.

Aracaju, Sergipe, Brazil

Master'S Degree, Dispute Resolution (Nfq Level 9)

• Dissertation: “Future Proofing ADR - A Critical Review of Key Processes in a Modern Technological World” • Main content: Research.

Honours Bachelor’S Degree, Law (Nfq Level 8)

• Led the organisation of a business law congress at the university, participating also as guest speaker • Coordinated a study group.