Flora Gois

Crypto OTC Senior Sales Account Executive -

Ripio

Oct 2023 - Current (2 years)

- Acquired new end customers for the Crypto OTC Trading Desk. Farmer and hunter for B2B and B2C clientele. Met monthly sales KPIs. - Conducted client meetings and events in SP, EN, PT, to understand goals and recommend solutions to fit specific needs. - Provided expert advice to clients on financial crypto operations. -Customer Onboarding: Researched and interpreted corporate documentation to determine business and ownership structure. - Maintains consistent communication channels, including proactive follow-ups via WhatsApp and corporate phone and email. -Supported KYC/KYB processes for prospective and existing customers. - Manages a diverse international client portfolio, exceeding 100 clients, showcasing the ability to handle a substant

Senior Sales Account Executive

Ripio

Oct 2023 - Feb 2024 (5 months)

Acquired new end customers forthe Crypto OTC Trading Desk. Farmer and hunterfor B2B and B2C clientele. Met monthly sales KPIs. Conducted client meetings and events in SP, EN, PT, to understand goals and recommend solutions to fit specific needs. Provided expert advice to clients on financial crypto operations. Customer Onboarding: Researched and interpreted corporate documentation to determine business and ownership structure. Maintains consistent communication channels, including proactive follow-ups via WhatsApp and corporate phone and email. Supported KYC/KYB processes for prospective and existing customers. Manages a diverse international client portfolio, exceeding 100 clients, showcasingthe abilityto handle a substantial workload. Dai

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Senior Account Manager - Senior CX

HIGOBE USA

Jun 2023 - Oct 2023 (5 months)

Quality control, development of improvement strategies, and metrics (NPS/CSAT, SLA, ASA, CES, CPV). Conducting interviews with candidates forthe CX/MKT team. Creating action plans with the marketing team to integrate customer acquisition and retention projects, focusing on improving the Startup's CustomerAcquisition Cost (CAC). Supporting KYB and KYC processes with the USA compliance team in periodic meetings regarding Brazil and Mexico. Managing and updating content on the blog, FAQ, and tools (Zendesk, Customer IO). Leadingthe creation of app and UX improvement processes with the engineering, information security, and compliance teams. Initiating and leading partnership projects with American companies, including presentations and lead ge

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Senior Account Manager • CX Senior

HIglobe

Jun 2023 - Oct 2023 (5 months)

- Quality control, development of improvement strategies, and metrics (NPS/CSAT, SLA, ASA, CES, CPV). - Conducting interviews with candidates for the CX/MKT team. - Creating action plans with the marketing team to integrate customer acquisition and retention projects, focusing on improving the Startup's Customer Acquisition Cost (CAC). - Supporting KYB and KYC processes with the USA compliance team in periodic meetings regarding Brazil and Mexico. - Managing and updating content on the blog, FAQ, and tools (Zendesk, Customer IO). - Leading the creation of app and UX improvement processes with the engineering, information security, and compliance teams. - Initiating and leading partnership projects with American companies, including presenta

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Account Manager • CX Specialist

HIGLOBE USA

Nov 2022 - Jun 2023 (8 months)

Handling inquiries via email, chat, and telephone in Portuguese, English, and Spanish, catering to international B2C and B2B clients. Conducting client onboarding and product presentations through video calls. Managing a portfolio of over50 Mexican and Brazilian clients. Implementing CRM best practices. Identifying and resolving problematic cases, such as potential fraud, maintaining resilient communication with clients. Overseeing service platforms and analyzing metrics (Zendesk, Customer IO, Connectly). Monitoringthe company's reputation on Reclame Aqui and Trustpilot. Creating content for FAQs and scripts. Compiling internal reports on SLA, NPS, and KPIs. 11.2022 - 06.2023

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Account Manager

HIglobe

Nov 2022 - Jun 2023 (8 months)

- Customer support via email, chat, and phone in Portuguese, English, and Spanish, catering to international B2C clients. Onboarding new clients and conducting product presentations through video calls. - Management of a portfolio of over 50 Mexican and Brazilian clients. Knowledge and implementation of CRM best practices. - Identification and resolution of problematic cases, including potential fraud, with resilient communication skills with customers. Management of customer service platforms and analysis of metrics (Zendesk, Customer IO, Connectly). - Development and implementation of new internal processes and workflows for case optimization and integration with compliance, engineering, and payments teams. - Coordination and training of

P2P Investigation Specialist

Binance

Oct 2022 - Nov 2022 (2 months)

- Responsible for overseeing operations throughout Latin America. - Implemented processes and fraud mitigation measures. - Conducted qualitative and quantitative analysis of fraud risk trends to identify new patterns, and collaborated with KYC and Compliance teams to define and evaluate potential solutions. Continuously monitored fraud risk throughout the customer lifecycle for timely detection of emerging criminal activities. - Performed risk assessments for new products and features, proposing appropriate controls to ensure successful implementation. Contributed to the development of specific fraud prevention training for Bitso's customer service operations in Brazil. - Created reports and process flows for data analysis. Developed custom

Fraud Detection Specialist

Bitso

Feb 2022 - Feb 2024 (2 years 1 month)

Operations coverage throughout Latin America. Implementing processes and fraud mitigation measures. Identification of new Crypto fraud patterns, collaboratingwith KYC and Compliance teams to define and assess potential solutions. Continuous monitoring of fraud risk throughout the customer lifecycle. Conducting risk assessments for new products and features. Developing fraud prevention training for Bitso's operations in Brazil. Creating reports and process flows for data analysis. Drafting customerservice scripts for handling suspicious orfraudulent cases. 02.2022 - PRESENT

Fraud Detection Specialist

Bitso

Feb 2022 - Aug 2022 (7 months)

- Responsible for overseeing operations throughout Latin America. Implemented processes and fraud mitigation measures. - Conducted qualitative and quantitative analysis of fraud risk trends to identify new patterns, and collaborated with KYC and Compliance teams to define and evaluate potential solutions. - Continuously monitored fraud risk throughout the customer lifecycle for timely detection of emerging criminal activities. - Performed risk assessments for new products and features, proposing appropriate controls to ensure successful implementation. Contributed to the development of specific fraud prevention training for Bitso's customer service operations in Brazil. - Created reports and process flows for data analysis. Developed custom

KYC Specialist

Bitso

Sep 2021 - Feb 2022 (6 months)

- Responsible for overseeing operations throughout Latin America. - Conducted detailed analysis of Mexican, Brazilian, and Argentine documents, as well as client economic profiles, to prevent fake profiles and accounts that may pose legal and compliance risks. - Subject-Matter Expert (SME) in integration and communication with compliance and CX teams regarding the legitimacy of customer data, risk assessment, and monitoring. - Verified the legitimacy of user data using tools such as JUMIO, IDwall, and Amplitude.

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Financial Security Operations Analyst

Pleno NUBANK | Financial services

Aug 2020 - Sep 2021 (1 year 2 months)

Transactional Analyst: Responsible for analyzing suspicious transactions and purchasing profiles, detecting self-financing, resolving chargebacks, and triangulatingvalues. Criminal Investigation Analyst: In charge of investigating and deliberating on cases involving account breaches, scams, kidnappings, theft, or any criminal actions impacting the security of the Nubank application or its clients. Conducts value adjustments, critically analyzes cases, and makes decisions. Liaises with banks and external companies to resolve these cases. KYC Analyst: Responsible for evaluating customer profiles, documents, and public data, as well as personal backgrounds. Verifies customers' behavioral patterns and connections to illicit activities to ensure

Financial Security Operations Analyst | Fraud

Nubank

Aug 2020 - Sep 2021 (1 year 2 months)

- Transactional Analyst: Responsible for analyzing suspicious transactions and purchase profiles, detecting self-funding, resolving chargebacks, and triangulating values. - Criminal Investigation Analyst: In charge of investigating and deliberating on cases of account invasion, scams, kidnapping, theft, or any criminal activity involving the security of the Nubank application or the client. Conducts value adjustments, critical analysis of cases, and decision-making. Liaises with banks and external companies to resolve these cases. - KYC Analyst: Responsible for evaluating customer profiles, documents, and public data, as well as personal backgrounds. Verifies customer behavioral patterns and connections to illicit activities to ensure compl

Customer Experience Analyst

Nubank

Oct 2019 - Aug 2020 (11 months)

Customer Support provision across multiple channels including chat, email (Zendesk), and phone, ensuring accurate and appropriate responses to credit unit related Proactive anticipation of fraud report issues, aimingfor immediate and proactive solutions. Commitment and resilience in delivering excellent service, surpassing customer expectations. Internal project coordination involving acknowledgment, communication, and alignment amongteams within the company. Developing spreadsheets and reports to facilitate activitytrackingforthe team. 10.2019 - 08.2020

Customer Excellence Analyst • CX

Nubank

Oct 2019 - Jul 2020 (10 months)

- Customer Support: Provided customer support across multiple channels, including chat, email (Zendesk), and phone, ensuring accurate and appropriate responses to credit-related inquiries. - Proactively addressed fraud reports, aiming for proactive and immediate solutions. - Demonstrated commitment and resilience to deliver excellent service, exceeding customer expectations. - Coordinated internal projects, including team recognition, communication, and alignment within the company. - Created spreadsheets and reports, facilitating activity tracking for the team.

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Capacity/ NVOCC: Department Intern

MSC Mediterranean Shipping Company

Feb 2019 - Nov 2019 (10 months)

- NVOCC: Account Manager. Freight quoting (SPOT/Inland)/VIP customer service and NVOCC. Responsible for a portfolio of NVOCC clients. Control of internal sales representatives' appointment scheduling/visit reports and their meetings with clients. Input of freight contract information into the Sales Link system. Updating customer detention deadlines. Route verification. Creation of statistics. Systems: Power BI, Booking Performance, Sales Link, Monitoring Report. - Capacity Department: Spreadsheet management, production of reports (bookings, deadlines, IBR), verification of route booking reports, printing schedules. Registration of cargo transfers with costs (rolling/storage) for financial analysis and control.

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Market Researcher

ITPC São Paulo Indonesian Trade Promotion Center

Sep 2018 - Dec 2018 (4 months)

Market Researcher: Conducted 10 market research studies on Indonesian products and opportunities in the Brazilian market. Conducted research in both Portuguese and English.

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Assistente de teleconferência

Wittel

May 2018 - Jan 2019 (9 months)

- Customer Support Representative: Provided customer assistance via phone and email, addressing inquiries related to service utilization and scheduling teleconferences. - Supported clients using the Webex collaboration service, ensuring smooth and efficient conference environments. - Prepared teleconference settings in Portuguese, English, and Spanish, facilitating question and answer-sessions. - Monitored, recorded, and edited teleconferences for quality assurance purposes. - Developed comprehensive customer service scripts for standardized support. - Excellent verbal and written communication skills in Portuguese, English, and Spanish, enabling effective interaction with customers from diverse linguistic backgrounds. - Proficient in u

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