Rafael Hermeto Coelho Email & Phone Number

State Of São Paulo, Brazil

Vitória, Espírito Santo, Brasil

As the Chargeback and Loss Recovery Manager, I am responsible for managing two teams: a customer service team and a chargeback and negotiation team.The customer service team is responsible for receiving customer chargeback and billing claims, analyzing the claims, and providing customer support. The chargeback and negotiation team is responsible for negotiating with customers to recover disputed or lost amounts.Responsibilities:Manage the two teams, ensuring they have… Show more As the Chargeback and Loss Recovery Manager, I am responsible for managing two teams: a customer service team and a chargeback and negotiation team.The customer service team is responsible for receiving customer chargeback and billing claims, analyzing the claims, and providing customer support. The chargeback and negotiation team is responsible for negotiating with customers to recover disputed or lost amounts.Responsibilities:Manage the two teams, ensuring they have the resources and support they need to fulfill their responsibilities.Develop and implement strategies to improve customer service and the chargeback and negotiation process.Manage the loss recovery process, which is the process of recovering financial amounts that have been lost. This includes identifying the causes of losses, developing action plans to mitigate them, and monitoring results.Work closely with other departments within the company, such as sales, prevention, finance, and legal. Show less

Vitória, Espírito Santo, Brasil

As the Chargeback and Anti-Fraud Team Lead at PicPay, I am responsible for leading a team of 15-19 analysts. I supervise the chargeback team and also work on identifying profiles and behavioral patterns of fraudulent payments. I collaborate with the maintenance of fraud prevention system rules, monitoring fraud alerts and chargeback indicators to avoid losses.I work on developing the individual development plan for each team member and ensure their development by providing structured… Show more As the Chargeback and Anti-Fraud Team Lead at PicPay, I am responsible for leading a team of 15-19 analysts. I supervise the chargeback team and also work on identifying profiles and behavioral patterns of fraudulent payments. I collaborate with the maintenance of fraud prevention system rules, monitoring fraud alerts and chargeback indicators to avoid losses.I work on developing the individual development plan for each team member and ensure their development by providing structured feedback and periodic evaluations. I guarantee the team's headcount with recruitment processes, training, and development of new professionals in the area. I articulate with business, process, data, and quality areas for good performance and OKR delivery.I manage and administer the user support front for chargeback, including critical points such as customer service, social media, and Reclame Aqui, as well as in the debt collection and negotiation process.Responsibilities:Lead a team of 15-19 chargeback and anti-fraud analystsIdentify profiles and behavioral patterns of fraudulent paymentsCollaborate with the maintenance of fraud prevention system rulesMonitor fraud alerts and chargeback indicators to avoid lossesDevelop the individual development plan for each team memberProvide structured feedback and periodic evaluationsGuarantee the team's headcount with recruitment processes, training, and development of new professionalsArticulate with business, process, data, and quality areas for good performance and OKR deliveryManage and administer the user support front for chargeback Show less

Vitória, Espírito Santo, Brasil

As the Fraud Prevention Team Lead at PicPay, I am responsible for leading a team of 15-25 fraud prevention analysts.On the Bill Payment front, I was responsible for the transactional fraud analysis team, ensuring the delivery of results as well as the creation of manuals and training and development of the entire fraud prevention operation. I supported the recruitment and selection process for new employees in the area. I also worked on identifying profiles and behavioral patterns of… Show more As the Fraud Prevention Team Lead at PicPay, I am responsible for leading a team of 15-25 fraud prevention analysts.On the Bill Payment front, I was responsible for the transactional fraud analysis team, ensuring the delivery of results as well as the creation of manuals and training and development of the entire fraud prevention operation. I supported the recruitment and selection process for new employees in the area. I also worked on identifying profiles and behavioral patterns of fraudulent payments, collaborating with the maintenance of the fraud automation system rules. I articulated with business, process, data, and quality areas for the team's good performance and delivery of OKRs.On the Fraud Prevention Support front, I led a team of senior analysts on the PF and PJ fronts to ensure user support and also in fraud alert monitoring. I was also responsible for the service to critical and high-impact areas such as Social Media, Reclame Aqui, Disagreement, and also on the Ombudsman, Central Bank, and Procon fronts.Responsibilities:Lead a team of 15-25 fraud prevention analystsEnsure the delivery of results on the Bill Payment frontCreate manuals and train and develop the entire fraud prevention operationSupport the recruitment and selection process for new employees in the areaIdentify profiles and behavioral patterns of fraudulent paymentsCollaborate with the maintenance of the fraud automation system rulesArticulate with business, process, data, and quality areas for the team's good performance and delivery of OKRsProvide user support and monitor fraud alerts on the Fraud Prevention Support frontProvide support to critical and high-impact areas such as Social Media, Reclame Aqui, Disagreement, and also on the Ombudsman, Central Bank, and Procon fronts Show less

Squad leader de prevenção a fraude

Vitória

Estágio supervisionado em Psicologia Organizacional - Treinamento e Desenvolvimento, Recrutamento e Seleção

Vitória

Estágio Supervisionado em Psicologia e Saúde Pública

Graduation, Psychology

Saúde: hospitais públicos e privados, clínicas especializadas, unidades básicas de saúde; Clínica – psicoterapia: consultório particular.

Liderança E Gestão De Pessoas

Principais competências desenvolvidas: Como atrair talentos de verdade Como elaborar um bom Job Description (Descrição do cargo) Como.

Curso Superior De Tecnologia (Cst), Processos Gerenciais

O Tecnólogo em Processos Gerenciais surge pela necessidade de muitas empresas de organizar sua estrutura e processos internos e externos..

Especialização, Counseling Psychology

O Curso de Especialização em Terapia Comportamental - Terapia por Contingências de Reforçamento, oferecido pelo ITCR, através de convênio.