Rogério Abdala (罗建国) Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brasil

São Paulo E Região, Brasil

• As the Product Owner for Screening Management (Manual Review) for the Region LAC, I have successfully improved our screening process and reduced fraudulent cases.
• I lead an outsourced team of approximately 250 associates, responsible for reviewing orders flagged by our automated system as potentially fraudulent, achieving an improved accuracy rate of 95%;
• I handle BPO management, effectively controlling and monitoring an annual budget of U$5M.
• I support our sales representatives by creating compelling business cases, focusing on effective selling and closing new deals in the region. Over the past 5 years, I've brought in new clients, increasing our.

São Paulo, São Paulo, Brazil

• As the Project Sponsor for new business processes or system modifications, I ensured that project managers and teams successfully implemented all operational/system projects on time and within budget;
• I led an organization of 14 employees and an additional 80 3rd party vendor associates in Brazil, managing a budget of $700k and overseeing strategy and operations;
• I developed innovative strategies, including outsourcing and technology strategies, which increased Year-on-Year credit recovery by 80% and reduced the bad loan reserve for the company by 35%;
• I worked on special projects to enhance the customer digital experience, resulting in a 100% increase in customer satisfaction.

São Paulo, Brasil

• FIS™ is a global leader in financial services technology contracted by Bradesco Bank, one of the biggest bank in Brazil, to recover consumer debts on national scale.
• I developed incentive campaigns for the operational team to boost productivity and morale;
• I managed a call center across two locations (São Paulo and Limeira) with approximately 1,500 agents and 70 supervisors, ensuring smooth operations and high customer satisfaction;
• I diligently monitored operations to ensure adherence to Service Level Agreements (SLAs), including quality monitoring to identify calls failing to meet predefined standards;
• I recommended new strategies to our client, Bradesco Bank, to guarantee the best performance and revenues, resulting in a 45% increase in recovery rates;
• I was responsible for maintaining a strong relationship between FIS and the project owner, Bradesco Bank, ensuring clear communication and prompt resolution of any issues.

São Paulo, Brasil

• As the Co-Founder and Operations Head at Giracred, an outsourced sales call center contracted by Itaú Bank, I was responsible for providing payroll deductible loans and life insurance to Brazilian retired individuals.
• I built sales force incentive programs to motivate salespeople, resulting in a 30% increase in sales performance.
• I coordinated the operational sales team, leading to improved efficiency and productivity;
• I created innovative sales strategies for the call center, driving revenue growth and customer satisfaction;
• I developed sales drivers to increase sales and improve performance, contributing to a 25% increase in our bottom line;
• I implemented the sales call center with a focus on payroll deductible loans and insurances, establishing a new revenue stream for the company.

São Paulo, Brasil

• As the Superintendent of Collections at Banco BMG, which acquired Schahin Bank in 2011, I played a crucial role in managing the collection department.
• I coordinated the collection department team, resulting in improved efficiency and effectiveness in debt recovery.;
• I developed and managed incentive and recovery campaigns, leading to a 30% increase in debt recovery rates;
• I implemented and reviewed collection strategies for the retail segment, ensuring optimal recovery rates and customer satisfaction;
• I managed the collection policies, ensuring compliance with all relevant regulations and best practices;
• I was a member of the investment committee, contributing to strategic financial decisions for the bank.

São Paulo, Brasil

• As the Director of Credit Risk & Fraud Prevention at Banco Schahin, I developed and implemented robust credit risk policies, contributing to the financial stability of the bank;
• I implemented fraud risk strategies and policies, significantly reducing instances of fraud and enhancing security;
• I implemented risk scores, financial analysis, and forecasts, providing key insights for decision-making;
• I improved productivity by introducing quality controls in the credit and fraud operational teams, resulting in improved efficiency and effectiveness;
• I managed the credit risk portfolio, ensuring a healthy balance of risk and return;
• I was a member of the executive team responsible for the bank's capitalization, playing a key role in securing the bank's financial future;

São Paulo, Brasil

• As the Executive Manager of Collections, I coordinated the collection department team, including external agencies, lawyers, auctioneers, MIS, and operational staff;
• I developed and introduced collection strategies and practices for both the internal and external team, leading to improved debt recovery rates
• I developed and managed incentive and recovery campaigns, boosting morale and productivity among the team;
• I improved productivity by introducing Balanced Scorecards and other quality controls, leading to more efficient operations and improved performance
• I managed the collection portfolio, ensuring a healthy balance of risk and return;
• I planned and monitored the Collection’s budget, ensuring optimal use of resources.

São Paulo Area, Brazil

• Coordinated collection courses to the retail segment to achieve better quality levels and results;
• Developed and managed incentive and recovery campaigns;
• Introduced the collection MIS to the retail segment;
• Managed external agencies throughout the country developing and monitoring strategies to reach the goals;
• Managed the collection call center (400 agents);
• Managed the team responsible for filling lawsuits;

São Paulo Area, Brazil

• Developed specific reports to monitor credit score models;
• Implemented the Statistical Process Control (SPC) to maintain high quality performance in the Credit Department;
• Introduced credit MIS to keep the best credit approval in the retail segment.

São Paulo Area, Brazil

• Developed and managed incentive and recovery campaigns;
• Improved the team’s performance through appropriate training program and productivity analysis;
• Managed the collection call center (600 agents);
• Participated in the development of tools for management of quality in customer service.

São Paulo Area, Brazil

• Developed and introduced Legal Collection MIS;
• Elaborated collection courses for external agencies and new internal collectors;
• Introduced the Balanced Scorecard for external agencies;
• Involved in the development incentive campaigns;
• Participated in projects regarding the Collection Department performance;
• Participated in the development of productivity analysis for collectors and delinquency reports;

2002, Mba Marketing, Mba

Activities and Societies: Executive MBA Marketing

1999, Law, Bachelor

1993, High School/Secondary Diplomas And Certificates