Tatiana Gonzalez

Tatiana Gonzalez

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Lisbon, Portugal
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Timeline

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Résumé

Jobs verified_user 0% verified
  • Free Now
    Head of Document Management and Compliance
    Free Now
    Apr 2022 - Nov 2024 (2 years 8 months)
    Led and scaled a 50+ member multi-country operations department (Validation, QA, Training) supporting European expansion; Raised compliance from 30% to 100%, eliminating regulatory risk across 9 EU markets; Automated 80% of workflows via system integrations and rule-based validation, cutting processing times from 24h to <2h; Partnered with Legal, Product, and Tech to align identity verification and compliance processes with regulatory standards across markets; Mentored 15+ employees into senior roles, creating sustainable leadership pipelines; Drove data governance and KPI frameworks, ensuring full visibility and control of operational performance.
  • Free Now
    Document Validation Hub Manager
    Free Now
    Aug 2020 - Apr 2022 (1 year 9 months)
    Centralized fragmented market operations into a 25+ hub, improving scalability and transparency; Reduced errors by 96% and cut approval times by 83%, supporting marketplace growth; Standardized cross-market validation and escalation flows, introducing risk-based quality checks and audit trails; Collaborated with Product and Bl teams to design dashboards and metrics aligned with compliance KPIs.
  • Free Now
    Team Leader & Senior Roles (Validation & Support)
    Free Now
    Jul 2019 - Aug 2020 (1 year 2 months)
    Implemented Quality Assurance frameworks reducing rework by 96%; Improved support accuracy by 23%, decreasing escalations and enhancing trust; Created onboarding materials and process documentation, later adopted company-wide.
  • Deliveroo
    Inbound Special Projects
    Deliveroo
    Jan 2018 - Oct 2018 (10 months)
    Launched Live Chat Support, cutting response time by 25% and improving driver satisfaction by 15%; Designed onboarding and training programs that improved new hire productivity by 20%; Streamlined onboarding flows and identity verification with Compliance and Operations.
  • Deliveroo
    Supply Operations Representative
    Deliveroo
    Jul 2016 - Jan 2018 (1 year 7 months)
    Onboarded 10,000+ riders, ensuring compliance and data accuracy across multiple regions; Reduced onboarding delays by 20%, improving supply activation speed.
  • I
    General Manager
    Inquest Pesquisa
    Jan 2015 - Apr 2016 (1 year 4 months)
    Led teams delivering data analysis for strategic business decisions; Reduced operational inefficiencies by 20% and improved client satisfaction by 25%; Strengthened vendor and client relationships, generating long-term business stability.
Education verified_user 0% verified
  • U
    BBA - Business Administration
    Universidade Presbiteriana Mackenzie, São Paulo
    Jan 2010 - Jan 2014 (4 years 1 month)