Conducting regular quality checks on Financial Crime Specialists, to assure work quality, compliance with internal guidelines and industry standards; Maintaining comprehensive knowledge of internal Financial Crime teams (such as AML, Fraud, Partner RFI, Sanctions, etc.) processes and procedures;Creating, organizing and improving Partner RFI team standardized quality processes for agents, vendors and products;Accompanying quality assessment with meaningful and constructive feedback, while helping specialists and internal teams to improve their quality performance with specific instructions;Assisting Wise in achieving its objectives by bringing a systematic, disciplined approach to evaluation and improvements of the work of Financial Crime Specialists;Assisting team with additional tasks such as onboarding of new Quality Specialists, maintenance of onboarding content;Assisting team lead with operational knowledge/perspective and relationship with stakeholders.

Reviewing banking partners' inquiries for information in order to ensure compliance and facilitate payment processing and/or partner due diligence;Reviewing customers’ activities and payment patterns to detect any signs of financial crime;Make risk-based approach decisions regarding customer profiles and payments;Collaborating with internal financial crime teams, such as Fraud, AML, Adverse Media and Sanctions;Screening international sanctions databases for any possible matches;Imposing and maintaining appropriate account controls on customers; Utilizing internal systems and programs to track and monitor customer diligence checks and processes; Review customer identification and other relevant documentation;Escalating any cases to the appropriate team that suspicious activity is detected.

Working for the Legal team/area, I focused on ensuring the safety of Bolt's users. My main task was to investigate and report safety incidents to the relevant authorities in the UK market.

Supported Bolt's users and helped them get the most out of our apps, focused on the Portuguese market.

- Responsible for the Portuguese Customer Support and ocasionally for the LATAM, EMEA, APAC markets as well;- Daily contact with these customers (both individuals and companies) - in Portuguese, English and/or Spanish - through telephone and email - in order to ensure that they were provided with all the necessary and clear information, guiding them to the FAQ Section on the platform used (app or website), making the best efforts to solve any doubts and issues with their profiles/transactions;- Daily follow-up and updates on all the Corporate Tools (e.g. Zendesk, Slack, SAP and other Financials/Banking systems), frequently checking updates on regulatory news, operational changes regarding the products offered or even system bugs;- Support for the Operational Teams to ensure that the transactions would be duly concluded in the shortest time possible;- Analysis of some customers documents to assist the Verification Team, the AML Team, Complaints Team and/or Fraud Team;- Participation and organization in meetings and trainings.

• Managing, leading, coaching and developing a team of Customer Support Representatives to achieve targets and KPIs, ensuring an outstanding service, whilst maintaining a strong focus on operational targets;• Providing each member of the team with regular training, development & 1:1's, working towards performance improvement;• Being responsible for all escalated customer issues, working closely with team managers and operations managers to best implement available resources, continuously reviewing processes and procedures.• Hiring process of Customer Support Representatives from CVs analysis to interviews.• Quality reviews from agent’s cases• Management of Human Resources related subjects, from vacations to sick leaves

My main task was to engage in conversation with customers, in order to find the bestsolutions for their endeavors and/or help them implement the services we offered. Handlingcalls and answering chats from customers located all over the world, I provided support inthree languages.

I taught English classes to groups of all ages and backgrounds at the biggest language school of my city.

I worked in a project called SHAPE COLOMBIA where teachers from all over the world were brought in to teach personal values through English in the public schools’ classrooms. I was teaching kids and teens from a school named Colegio Republica de Panama and dealing with their different realities and backgrounds.

Working for the government, I received the tourists at the airport right after they landed and gave them assistance, informing them on the best options in town.

I joined AIESEC on April 2012 and since then I worked in different sectors and teams. I have organized several local events, been a coordinator three times and was a part of the team that opened a new office in nearby city, Maceió. I have worked in the outgoing exchange team, the Marketing team, the Public Relations team and the Leadership Development team.

I learned about hotel operations and assisted with the Events part of it. I had a very diverse experience because I dealt with different kinds of clients and people every day. I had to overcome all the challenges that quickly arise in the course of events planning and delivery.

My first professional experience where I realized multiple administrative/office tasks to keep the coordination of the Mathematics' graduation up and running, such as mailing, printing, scheduling and others.