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Hi, I’m Danilo Andrade. I am a Customer Support & Operations Leader with 7+ years in FinTech and global tech environments. I’ve built and led multilingual teams, improved quality standards, and driven customer satisfaction through process optimization and KPI-driven management. Currently based in Berlin, I’m looking for Team Lead, Quality, or Operations roles in the region. I bring hands-on coaching, cross-functional collaboration with stakeholders, and a track record of scaling operations while maintaining service quality.…Hi, I’m Danilo Andrade. I am a Customer Support & Operations Leader with 7+ years in FinTech and global tech environments. I’ve built and led multilingual teams, improved quality standards, and driven customer satisfaction through process optimization and KPI-driven management. Currently based in Berlin, I’m looking for Team Lead, Quality, or Operations roles in the region. I bring hands-on coaching, cross-functional collaboration with stakeholders, and a track record of scaling operations while maintaining service quality.

Danilo Andrade

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Hi, I’m Danilo Andrade. I am a Customer Support & Operations Leader with 7+ years in FinTech and global tech environments. I’ve built and led multilingual teams, improved quality standards, and driven customer satisfaction through process optimization and KPI-driven management. Currently based in Berlin, I’m looking for Team Lead, Quality, or Operations roles in the region. I bring hands-on coaching, cross-functional collaboration with stakeholders, and a track record of scaling operations while maintaining service quality.…Hi, I’m Danilo Andrade. I am a Customer Support & Operations Leader with 7+ years in FinTech and global tech environments. I’ve built and led multilingual teams, improved quality standards, and driven customer satisfaction through process optimization and KPI-driven management. Currently based in Berlin, I’m looking for Team Lead, Quality, or Operations roles in the region. I bring hands-on coaching, cross-functional collaboration with stakeholders, and a track record of scaling operations while maintaining service quality.

Available to hire

Hi, I’m Danilo Andrade. I am a Customer Support & Operations Leader with 7+ years in FinTech and global tech environments. I’ve built and led multilingual teams, improved quality standards, and driven customer satisfaction through process optimization and KPI-driven management.

Currently based in Berlin, I’m looking for Team Lead, Quality, or Operations roles in the region. I bring hands-on coaching, cross-functional collaboration with stakeholders, and a track record of scaling operations while maintaining service quality.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

Portuguese

Fluent

Spanish; Castilian

Fluent

English

Fluent

German

Advanced

Work Experience

Customer Support Team Lead (Operations) at N26 Online Bank

April 1, 2019 - July 1, 2023

Provided direct customer support for Spanish and Italian markets, supported daily operations, handled complex cases and escalations, reviewed interaction quality, coached agents on communication and accuracy, and collaborated with Operations, Compliance and Product to resolve issues, contributing to improvements in customer satisfaction.

Front Desk / Guest Experience Associate at Odyssey Globetrotter Hostel

October 1, 2024 - November 1, 2025

Delivered front-desk customer service in an international, high-volume environment, managed check-ins/outs, payments, and reservations, addressed guest inquiries and requests with a customer-first approach, and provided local guidance to international guests.

Sabbatical – Professional & Language Development at Self-Directed Sabbatical

August 1, 2023 - October 1, 2024

Focused on improving German language skills to B2 level and strengthening intercultural communication for long-term integration into the German job market.

Team Lead & Quality Coach at Cognizant Technology Solutions

November 1, 2018 - March 1, 2019

Supported daily operations and quality standards for a Spanish-speaking support team, reviewed cases for accuracy and compliance, provided coaching to improve performance, and collaborated with internal teams to resolve issues.

Monetization Integrity Analyst at Accenture plc IT Services

November 1, 2017 - October 1, 2018

Reviewed and audited cases for policy compliance and quality standards, managed case queues, and collaborated with internal teams to improve workflows and customer experience.

Sabbatical – Professional & Language Development

August 1, 2023 - October 1, 2024

Focused on improving German language skills to B2 level and strengthening intercultural communication. Used the time to plan a long-term transition into the German job market.