Operations Excellence Manager

Led the restructuring and automation of Jira-based monitoring and alert-triage workflows. Reduced daily alerts from approximately 9,000 to around 100 prioritized cases through risk classification intelligence and workflow parameterization.

Managed operational performance across responsible areas, sustaining on-time resolution rates between 91% and 96% and critical/blocker ticket resolution between 93% and 96%. Established root-cause investigation routines for escalated channels, reducing serious conduct deviations related to self-exclusion by 68% between Q2 and Q3 2026.

Developed institutional policies and formal occurrence-handling criteria aligned with regulatory requirements, including Portaria SPA/MF No. 1.231/2024. Partnered with Legal, Compliance, Support, and Operations teams to translate performance insights into strategic process improvements.

Mapped and integrated customer service and CX operational workflows, including Zendesk-based processes, to reduce manual work and rework in the management of complex support cases.

Coordinated implementation of more than 300 automated operational campaigns through Optimove, using behavioral and financial-history microsegmentation. Led support and customer service teams by establishing schedules, capacity matrices, procedure training, and service-quality standards.

Analyzed transactional data and account behavioral patterns to identify root causes of operational rule abuse, improving fraud-prevention mechanisms and operational governance.

Structured customer service and operational support workflows using WhatsApp and communication templates, standardizing customer interactions and reducing failures in the support process.

Defined qualification, verification, and risk-analysis criteria for new accounts, improving governance and consistency across operational procedures.

Coordinated high-complexity deliverables and documentation for regulatory licensing projects involving two licenses and six operational brands.

Aligned operational, regulatory, and technical requirements among multiple stakeholders, ensuring clear priority management and strict adherence to project deadlines.

MBA in Business Management and Administration. Completed.

Bachelor's degree in Psychology.