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I am a bilingual Customer Support & Risk Operations Specialist with over 3 years of experience at TELUS International, delivering multilingual support for a global fintech platform. I focus on account lockout, risk, user safety, and Alternative Payment Methods (APM). I thrive on solving complex issues with empathy and precision, ensuring users feel secure and supported. I have a proven track record of investigating sensitive cases, preventing fraud, and collaborating with Trust & Safety and Product Operations to optimize workflows. My commitment to excellence was recognized with the TELUS International “Above & Beyond” Award (Q1 2022) for outstanding performance and customer satisfaction, and I continuously strive to improve processes and user experience.…I am a bilingual Customer Support & Risk Operations Specialist with over 3 years of experience at TELUS International, delivering multilingual support for a global fintech platform. I focus on account lockout, risk, user safety, and Alternative Payment Methods (APM). I thrive on solving complex issues with empathy and precision, ensuring users feel secure and supported. I have a proven track record of investigating sensitive cases, preventing fraud, and collaborating with Trust & Safety and Product Operations to optimize workflows. My commitment to excellence was recognized with the TELUS International “Above & Beyond” Award (Q1 2022) for outstanding performance and customer satisfaction, and I continuously strive to improve processes and user experience.

Tanayane Marcionilo

Content Creator, Copywriter, Graphic Designer, +3

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I am a bilingual Customer Support & Risk Operations Specialist with over 3 years of experience at TELUS International, delivering multilingual support for a global fintech platform. I focus on account lockout, risk, user safety, and Alternative Payment Methods (APM). I thrive on solving complex issues with empathy and precision, ensuring users feel secure and supported. I have a proven track record of investigating sensitive cases, preventing fraud, and collaborating with Trust & Safety and Product Operations to optimize workflows. My commitment to excellence was recognized with the TELUS International “Above & Beyond” Award (Q1 2022) for outstanding performance and customer satisfaction, and I continuously strive to improve processes and user experience.…I am a bilingual Customer Support & Risk Operations Specialist with over 3 years of experience at TELUS International, delivering multilingual support for a global fintech platform. I focus on account lockout, risk, user safety, and Alternative Payment Methods (APM). I thrive on solving complex issues with empathy and precision, ensuring users feel secure and supported. I have a proven track record of investigating sensitive cases, preventing fraud, and collaborating with Trust & Safety and Product Operations to optimize workflows. My commitment to excellence was recognized with the TELUS International “Above & Beyond” Award (Q1 2022) for outstanding performance and customer satisfaction, and I continuously strive to improve processes and user experience.

Available to hire

I am a bilingual Customer Support & Risk Operations Specialist with over 3 years of experience at TELUS International, delivering multilingual support for a global fintech platform. I focus on account lockout, risk, user safety, and Alternative Payment Methods (APM). I thrive on solving complex issues with empathy and precision, ensuring users feel secure and supported.

I have a proven track record of investigating sensitive cases, preventing fraud, and collaborating with Trust & Safety and Product Operations to optimize workflows. My commitment to excellence was recognized with the TELUS International “Above & Beyond” Award (Q1 2022) for outstanding performance and customer satisfaction, and I continuously strive to improve processes and user experience.

Skills

CRM

Copywriting

Email Marketing

Experience Level

CRM

Expert

Copywriting

Intermediate

Email Marketing

Intermediate

Language

Portuguese

Fluent

English

Fluent

Spanish; Castilian

Beginner

Work Experience

Customer Support & Risk Operations Specialist at TELUS International – Global Customer Experience (Fintech Project)

March 1, 2023 - March 1, 2023

Delivered bilingual (Portuguese and English) support for a global fintech platform, resolving complex account, billing, and payment-related issues. Specialized in account lockout, risk, user safety, and Alternative Payment Methods (APM), handling high-sensitivity investigations on compromised accounts and fraudulent behavior. Performed in-depth verification and fraud prevention analysis to protect users and ensure regulatory compliance. Provided guidance on payment methods, refunds, chargebacks, and subscription management, maintaining customer trust and satisfaction. Collaborated with Trust & Safety and Product Operations teams to identify patterns and suggest workflow improvements. Maintained top-tier KPIs for quality, productivity, and case resolution time. Awarded the TELUS International “Above & Beyond” Award (Q1 2022) for exceptional results and commitment to operational excellence.

Customer Service Team Member at McDonald’s Ireland – Mallow, Cork

November 1, 2023 - November 8, 2025

Deliver high-quality customer service in a fast-paced environment, ensuring order accuracy and customer satisfaction. Support daily operations, handle cash and digital payments, and uphold hygiene and safety standards. Enhanced teamwork, multitasking, and communication skills under pressure.

Insurance Analyst at Grupo Segurador J. Malucelli (Travelers Associate) – Brazil

March 1, 2017 - March 1, 2017

Managed client portfolios and handled the issuance and analysis of adjustable insurance policies across Brazil’s Northeast region. Maintained strong commercial relationships with brokers and clients, providing technical consultation and policy guidance. Implemented improvements in insurance quoting and underwriting processes to ensure compliance and customer satisfaction.

Insurance Analyst at CESCE Brazil

February 1, 2013 - February 1, 2013

Provided pre-analysis of insurance documentation and managed policy emissions for clients in retail and corporate sectors. Collaborated with financial institutions on risk assessments and insurance approvals up to 1 million BRL limit. Coordinated policy updates, cancellations, and revaluations while ensuring efficient communication with clients and brokers.