Feb 2021 – Apr 2023 · 2 yrs 2 mos · Lakewood Ranch, Florida, United States · On-site

• Co-founded and managed marketing, customer operations, and business planning for pressure washing service company serving residential and commercial clients in Sarasota.
• Marketing strategy: Developed and executed content marketing across website, social media, and local advertising channels to drive customer acquisition and brand awareness.
• Customer service: Managed client relationships from initial inquiry through service completion, handling questions, scheduling, feedback, and retention.
• Business operations: Oversaw day-to-day operational workflows, vendor relationships, scheduling systems, and quality control processes.
• Strategic planning: Contributed to pricing strategy, service offerings, market positioning, and business growth decisions based on customer feedback and market research.
• Content creation: Produced marketing materials, service descriptions, customer communications, and educational content explaining services and value propositions.
• Built a customer-first service business from the ground up, learning how to balance growth, operations, and customer satisfaction in a competitive local market.

Jun 2020 – Jan 2021 · 7 mos · Sarasota, Florida, United States · On-site

• Managed international customer relationships, community engagement, and product education for technical equipment company serving global markets.
• Community management: Supported users across forums and social platforms, answered product questions, and shaped product perception based on real customer needs.
• Content creation: Produced tutorials, FAQs, and feature explanations that improved onboarding and reduced support friction.
• User research: Acted as bridge between customers and product team, reporting feedback, pain points, and feature requests from international markets.
• Partnership development: Built long-term relationships with key distributors and customers across multiple countries, driving retention and repeat business.
• Sales and support: Managed full sales cycle for international leads - product explanations, negotiations, and post-sales support in English, Portuguese, and Italian.
• Data-informed strategy: Used community insights (FAQs, churn signals, repeated issues) to influence content strategy and reduce repetitive support requests.

Feb 2016 – Jun 2020 · 4 yrs 4 mos · Sarasota, Florida · On-site

• Managed marketing, sales operations, and customer success for market-leading business in competitive local market, working within multilingual team environment.
• Marketing & content: Developed marketing campaigns, created customer communications and sales materials, and translated technical content for diverse audiences.
• Customer relationships: Managed client relationships from initial contact through long-term retention, delivering high-touch service that drove repeat business and referrals in competitive market.
• Team development: Trained and mentored junior sales representatives, establishing processes and best practices that improved team performance and consistency.
• Systems optimization: Implemented and managed CRM workflows, optimized sales/marketing systems through market research, and established financial controls for accurate business reporting.
• Cross-functional collaboration: Bridged communication across technical, financial, and customer-facing teams to ensure seamless operations and customer satisfaction.
• Strategic planning: Conducted market analysis, financial forecasting, and budget management to support data-informed business decisions.
• Contributed to maintaining market leadership position by balancing customer service excellence, efficient operations, and data-driven growth strategies.

Jul 2015 – Dec 2015 · 5 mos · São Paulo Area, Brazil · On-site

• Translated and interpreted various materials, including emails, documents, manuals, policies, phone calls, and video conferences into English, Portuguese, Italian and Spanish.
• Successfully onboarded new clients in compliance with Global and Brazilian regulatory requirements by conducting the Client Due Diligence/KYC process.
• Conducted the first level of Controls, verifying identifications, conducting checks, analyzing information and producing supporting evidence before approving business relationships with clients, ensuring compliance with KYC/AML/CFT regulations and other regulatory requirements (e.g. FATCA).
• Adopted a thorough approach to risk evaluation, conducting background checks and utilizing tools such as Ofac, Factivia, World-check, Vigilance, and Lynx to identify Politically Exposed Persons (PEPs) among clients and their beneficial owners.
• Conducted recertification procedures for existing clients to maintain AML Risk scores and ensure regulatory compliance.
• Provided exceptional service to internal and external clients through all interactions.
• Collaborated closely with various departments to understand clients’ profiles and provide value-added services.
• Maintained close partnerships with Compliance and Due Diligence teams from different countries to ensure regulatory compliance.
• Assisted Senior Business Officers in the Client KYC process.
• Performed 4 Eyes Check procedures with attention to detail.
• Researched clients from around world to verify legality of customer banking and control bank liability.

Jul 2014 – Jul 2015 · 1 yr

• Translated and interpreted various materials, including emails, documents, manuals, policies, phone calls, and video conferences into English, Portuguese, Italian and Spanish.
• Identified customer needs and supported relationships with customers providing constant assistance.
• Assisted and supported the internal departments.
• Assisted and supported Senior Management, Relationship Managers, and external customers.
• Resolved customer queries in person, through telephone, and via email messages.
• Received and directed foreign professional visits.

Aug 2013 – Jul 2014 · 11 mos

• Ensured financial success, staff performance, and provided periodic reports as required by laws, regulations, and management team.
• Developed projects such as Open Span.
• Made executive presentations.
• Participated in strategic and executive meetings.
• Implemented training programs and procedures.
• Translated and interpreted emails, phone calls, documents, manuals, and policies in English and Portuguese.
• Assisted and supported the internal departments.
• Assisted and supported Senior Management.
• Participated in operational decisions, such as staff planning, target setting, and policy development.
• Received and directed foreign professional visits.

May 2013 – Aug 2013 · 3 mos

• Ensured financial success, staff performance, and provided periodic reports as required by laws, regulations, and management team.
• Developed projects such as Open Span.
• Made executive presentations.
• Participated in strategic and executive meetings.
• Implemented training programs and procedures.
• Translated and interpreted emails, phone calls, documents, manuals, and policies in English and Portuguese.
• Assisted and supported the internal departments.
• Assisted and supported Senior Management.
• Participated in operational decisions, such as staff planning, target setting, and policy development.
• Received and directed foreign professional visits.

May 2013 – Present · 13 yrs · Lakewood Ranch, Florida, United States · Remote

• Provided English-Portuguese and Italian-Portuguese translation services for international clients across technical, commercial, and creative content. Developed skills in cross-cultural communication and making complex information accessible.

Aug 2012 – Jan 2013 · 5 mos · São Paulo e Região, Brasil

• Supported sales department head and directed reports for the team selling;
• Responsible for accurate and timely completion of each employee timesheet;
• Supported daily operations, dealt with customers, supported and worked with the management to motivate growth;
• Sent proposals by e-mail when required;
• Evaluated team performance and results;
• Supervised and executed the company strategy;
• Monitored prospecting and sales target;
• Conducted research of the competitors' marketing strategies;

Feb 2011 – Aug 2012 · 1 yr 6 mos · São Paulo e Região, Brasil · On-site

• Taught Italian and English for different levels of knowledge and for different ages groups;
• Participated and organized other activities to enhance the educational program such as presentations, games and other;
• Planned class content and methodology;
• Evaluated student progress through periodical tests;
• Adjusted class content and difficulty to different ages and interests of students;
• Advised students about their educational development;
• Informed students and realized many different administrative tasks;
• Met parents to inform and clear up students' conduct and academic matters.

Jun 2008 – Jan 2011 · 2 yrs 7 mos · São Paulo e Região, Brasil

• Participated in college admissions process;
• Responsible for enrolling students;
• Provided support and service to students;
• Dealt with students problems and complaints;
• Operated the cash register, handled return or exchange requests, and responsible for its closing;
• Trained new hires;
• Academic Systems Domain;
• Provided academic and financial reports;
• Responsible for the archiving of essential documents;