Dec 2023 – Aug 2025 · 1 yr 8 mos · United States · Remote

• Since transitioning to the Risk Department at Novo in December 2023, I have built and led the Cards Program, overseeing card experience, fraud prevention, disputes, and loss management. Through strategic process improvements, I:
• Optimized dispute and chargeback resolution, reducing resolution time from ~120 days to under 10 business days where applicable.
• Drove a 70% reduction in fraudulent card transactions, while simultaneously cutting fraud alert friction by 80%, enhancing security without compromising customer experience.
• Achieved record-low fraud losses for six consecutive months, significantly improving financial outcomes.
• In November 2024, I led the successful launch of Novo’s Business Credit Card, coordinating with multiple cross-functional teams, our sponsor bank, card network, card processor, plastic provider, fraud prevention teams, and key vendors. This initiative has driven continuous growth in new credit card accounts post-launch.
• Currently, I am focused on establishing Novo’s credit data reporting capabilities with the three major credit bureaus, enabling consumer and commercial credit data reporting to help our customers build and strengthen their credit profiles.

Oct 2022 – Dec 2023 · 1 yr 2 mos · United States · Remote

• Led the development and standardization of SOPs across BSA/AML, Fraud, and Customer Support (CS) departments to enhance consistency, compliance, and efficiency.
• Identified process gaps through cross-functional stakeholder meetings, ensuring alignment across departments.
• Designed a centralized SOP framework in compliance with BSA/AML regulations (FinCEN, OFAC, FFIEC) and fraud prevention best practices.
• Standardized fraud handling procedures to improve CS agents’ ability to triage fraud-related inquiries efficiently while ensuring compliance.
• Automated workflows and decision trees to standardize fraud and compliance processes.

Feb 2021 – Oct 2022 · 1 yr 8 mos · United States · Remote

• Managed the Customer Success department’s Q3 SOP: Documentation Project using Agile, Waterfall, and Lean Six Sigma methodologies.
• Developed process variations for account takeover cases, reducing handling time from 3-5 days to less than 1 hour.
• Reviewed over 5K disputed transactions, saving the company $165K through the Zero Liability Clean Up Effort.

Feb 2020 – Dec 2020 · 10 mos · United States · Hybrid

• Provided personalized vacation planning and ensured seamless booking experiences while delivering the Disney Magical Experience.
• Exceeded sales targets through strategic cross-selling and upselling, driving revenue growth.
• Identified system and policy gaps, recommending process improvements to enhance efficiency and guest satisfaction.
• Maintained expert knowledge of Disney resorts, theme parks, special promotions, and ticketing options to offer tailored recommendations.
• Managed high-volume reservations, handling multiple bookings daily while maintaining a strong focus on guest engagement and service quality.
• Resolved guest concerns professionally and efficiently, ensuring a smooth and enjoyable vacation planning experience.

Oct 2013 – Mar 2018 · 4 yrs 5 mos · Curitiba, Paraná, Brazil

• Led the strategic execution of multiple seasonal sales initiatives, optimizing sales strategy, enablement, and team performance to drive a 45% YoY increase in sales.
• Managed sales project timelines, risk assessments, and stakeholder engagement, ensuring successful outcomes.
• Spearheaded an efficiency initiative, reducing administrative overhead while enhancing new hire training and sales onboarding.
• Implemented KPI-driven sales management and standardized workflows to improve daily operations and continuous improvement efforts.
• Drove new business growth, strengthened long-term client relationships, and collaborated with loss prevention teams to mitigate fraud risks in e-commerce sales.
• Acted as a mentor and coach, providing process optimization and best practices to elevate team sales performance and customer service standards.