Available to hire
I am a seasoned customer service and back-office professional with over 18 years of experience in international payment environments. I lead cross-functional teams and streamline operations to deliver high-quality service across B2C and B2B. My work emphasizes operational simplification, data-driven decision making, and a commitment to customer experience.
Historically I have built and scaled back-office teams from the ground up, implemented automation and KPI dashboards, and driven improvements in efficiency and risk management. I’m passionate about collaborating across Product, IT, Finance, and Commercial to translate complex processes into reliable, user-friendly operations.
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Language
English
Advanced
Spanish; Castilian
Advanced
Portuguese
Fluent
Work Experience
Back Office Manager at Bamboo Payment Systems
September 20, 2024 - PresentLead and coordinate Back Office operations for an international payments company, overseeing daily activities across Product, IT, Finance, and Commercial teams. Responsible for supporting daily operations, driving efficiency, and ensuring service excellence. Recruited, trained, and developed the Support team with a strong emphasis on response time, collaboration, service quality, and operational performance. Drove continuous process improvements to increase efficiency, transparency, and cross‑department coordination. Key achievement: led the migration of the CRM system to a modern AI‑driven platform, optimizing workflows, reducing costs, improving response speed, and delivering real‑time KPI visibility for account managers and leadership.
CX Back Office Manager at ERON INTERNATIONAL
January 20, 2023 - August 20, 2024Oversee Customer Experience Back Office operations, with responsibility for reporting, strategic planning, and process design. Led a seven‑person team ensuring compliance, operational efficiency, and proactive issue resolution for merchants. Drove workflow optimization through automation and data analysis; strengthened cross‑functional collaboration and improved service performance and customer satisfaction. Key achievement: Established and led a cross‑functional task force to improve financial and operational response times for IT‑related incidents. Applied incident management benchmarking to define ownership structures, streamline escalation flows, and implement process enhancements across departments. Implemented enhanced monitoring and alert mechanisms for suspicious transactional behavior, contributing to fraud prevention and faster operational response and cross‑team coordination.
CX Back Office Coordinator at ERON INTERNATIONAL
May 20, 2021 - December 20, 2022Built and trained a new Back Office team from the ground up. Established procedures for auditing, financial reporting, and incident management. Developed analytics frameworks and learning initiatives to support continuous improvement and operational excellence. Key achievement: Implemented performance metrics and executive reporting dashboards to demonstrate team capacity, operational workload distribution, and process efficiencies. Analyzed operational impact by country, payment method, and transaction type to identify high‑friction areas and recurring processing issues, addressing bottlenecks and providing senior management with clear visibility into operational risk exposure and volume constraints.
CX Back Office Analyst at ERON INTERNATIONAL
April 20, 2018 - April 20, 2021Provided email‑based customer support, resolving payment and transaction issues. Collaborated closely with technical teams to troubleshoot and address system‑related problems. Contributed to product documentation and FAQs to streamline issue resolution and enhance customer self‑service.
Administrative Assistant at Panel LTDA
August 20, 2015 - January 20, 2018Provided general administrative support, including filing, scheduling, data entry, document handling, and coordination of office operations. Assisted teams with travel arrangements and communications to support day‑to‑day activities.
Administrative Assistant at BRFS/A
November 20, 2014 - February 20, 2015Administrative support for internal clients and suppliers, handling general office tasks and coordination as part of day‑to‑day operations.
Junior Financial Analyst at Solvay do Brasil Ltda
June 20, 2014 - August 20, 2014Supported financial operations, internal controls, and reporting activities to assist financial management.
Intern / Accounts Payable at ExxonMobil Business Support Center
February 1, 2011 - December 1, 2011Delivered daily reports, invoice scanning, and invoice batch verification; supported the billing team and collaborated with colleagues to resolve issues.
Intern / Academic Secretariat at FESP – Faculdade de Educação Superior do Paraná
April 20, 2010 - January 20, 2011Student support, handling academic protocols, internal controls, entrance exam support, and promotion; support for audits by the Ministry of Education and Culture.
Back Office Manager (Ops Support) at Bamboo Payments Systems
September 1, 2024 - PresentLead daily back-office operations across Product, IT, Finance, and Commercial teams; overseeing support functions and driving process improvements. Focus on response time, service quality, and cross-department coordination. Achieved migration of CRM to AI-driven platform, optimizing workflows and enabling real-time KPI visibility.
Administrative Assistant at PANLE ILTA LTDA
August 1, 2015 - January 1, 2018Managed invoicing, cash handling, and cashier operations. Participated in IT projects, including migration to a new server and POS system. Contributed to improving system response times and overall administrative efficiency.
Administrative Assistant at RFS/A
November 1, 2014 - February 1, 2015Provided customer support and invoice processing; collaborated with technical teams to troubleshoot system-related problems and addressed issues promptly.
Financial Assistant / Accounts Payable at Solvay do Brasil Ltda
February 1, 2012 - April 1, 2014Invoicing, backend controls, and vendor data maintenance; supported internal clients and suppliers with timely reports and KPI tracking.
Intern / Academic Secretariat at FESP – Faculdade de Educação Superior do Pará
April 1, 2010 - January 1, 2011Student support; handling academic protocols; exam support; assisted audits by the Ministry of Education and Culture.
Education
Postgraduate Diploma (Financial Management, Controllership and Auditing) at FGV - Fundação Getúlio Vargas, Curitiba, Brazil
January 1, 2018 - January 1, 2019Bachelor's Degree, Business Administration at FESP - Faculdade de Educação Superior do Paraná, Curitiba, Brazil
January 1, 2009 - January 1, 2012Postgraduate Diploma in Financial Management, Controllership and Auditing at FGV - Fundação Getúlio Vargas
January 1, 2018 - January 1, 2019Bachelor's Degree in Business Administration at Faculdade de Educação Superior do Pará (FESP)
January 1, 2009 - January 1, 2012Qualifications
Industry Experience
Financial Services, Professional Services, Education
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Hire a Project Manager
We have the best project manager experts on Twine. Hire a project manager in Curitiba today.