Montreal, Quebec, Canada
I am a Payment Operations professional with 10+ years of experience across fintech and SaaS platforms, supporting payment processing, operational risk, and compliance. I build and run cross-functional programs that make operations measurably better. At Expedia I went from inbound agent to leading programs across the Americas, EMEA, and APAC. What I figured out: I'm good at making complicated things work and making sure the right stakeholders are aligned before it matters. - Along the way I migrated a call center operation that was generating 80% misrouted calls, and fixed it. - I built a training program for 27 specialists and watched automation jump from 30% to 80%. - At Mindbody, I redesigned payment operations from the ground up and cut global AR by 9% in six months. I'm a native Portuguese speaker, fluent in English, French, and Spanish. Currently based in Canada, I'm looking for the kind of role where the answer isn't obvious yet.
• Reviewed loan agreements and credit documentation to ensure regulatory compliance, mitigating financial risk through transaction anomaly evaluation and fraud prevention protocols; • Analyzed documentation and resolved compliance gaps, implementing corrective actions aligned with internal funding policies and underwriting procedures - maintaining accurate decision-making standards by staying current on lending requirements; • Managed funding and payment operations, overseeing partner and borrower requests in English and French and ensuring timely resolution and adherence to service-level agreements; • Partnered with cross-functional teams to streamline loan processing workflows and improve operational efficiency.
Achievement: First professional role following relocation to Canada - promoted to Funding Officer within 8 months based on performance and operational expertise. • Supported payment operations by managing partner and borrower requests in English and French while ensuring adherence to operational service-level agreements; • Oversaw processing of financial transactions including payments, refunds, and reconciliations - analyzing reversals and discrepancies to maintain financial data integrity; • Maintained operational documentation and tracking across Salesforce and Jira Software.
Achievement: Delivered a 9% reduction in global AR within six months by redesigning payment operations end-to-end, including new KPI dashboards, optimized SQL loss-reporting queries, automated Salesforce fields, direct debit prevention for eligible accounts, and a full revamp of the external Debit Collections Agency policy. • Managed the full cycle of accounts receivable in a global portfolio (Americas, EMEA & APAC); • Generated and analyzed payment activity, transaction volume, and financial metric reports; surfaced insights and recommendations to Operations leadership to drive process efficiency; • Led critical case escalations and fraud risk mitigation across a globally distributed team; • Utilized payment processing systems and BI software for data modeling and operational analysis (Stripe, TSYS, Snowflake, Looker, SQL, Tableau); • Partnered with stakeholders within Payments Risk, Accounting, and Customer Support teams to ensure cross-functional alignment across Payment Operations.
Achievement: Led the end-to-end CS program design and global migration of contact center operations from in-house to outsourced model - eliminating 80% of misrouted calls, improving community support quality, and delivering a measurable step-change in operational efficiency across the Americas market. • Owned end-to-end conception, execution, and measurement of cross-functional process improvement programs across the Americas (USA, Canada & LATAM), covering supply, demand, and operational surfaces; • Executed process transformation - including discovery, current state analysis, future state design and scalability; • Led complex cross-functional programs and initiatives, ensuring strategy & OKR alignment; • Operated as a product and process Subject Matter Expert in business areas and pillars; • Managed full project lifecycle end-to-end: plan, execute, rollout, upgrade and ongoing support; • Bridged gaps between departments from junior staff through Senior Director level, communicating effectively to identify and resolve process issues; • Applied Agile and Lean methodologies to analyze business processes and reporting data, driving measurable efficiency improvements and strategic contingency planning for leadership; • Produced a clear and detailed written summary of the problem/ Business Impact and proposed solution (Project Roadmap) able to support Leadership decisions; • Collaborated with Product and Engineering to enhance the customer journey understanding and existing opportunities; • Created, developed and edited operational, instructional, and procedural content for internal and external users; • Maintained structured problem and solution logs in Jira, Confluence and Salesforce Software for use across system experts and specialists.
Achievement: Led the full lifecycle migration of inbound calls from Collections to Customer Operations - managing discovery, testing, and user acceptance - resulting in a seamless transition with minimal impact on customer service levels. • Designed policies, processes, procedures, and performance targets across the Partner Payment Operations (PPO), ensuring strategy and OKR alignment across cross-functional teams; • Bridged communication between Finance and Technology - translating business problems into technical requirements and vice versa, acting as primary liaison between departments; • Produced clear and executive-ready Business Impact documentation and solution proposals to support Product Management and Leadership decisions; • Led cross-team projects related to system improvement, transition, and implementation - managing full redesign, testing, and user acceptance of business solutions and workflows; • Acted as Business Analyst performing AR aging reviews, root cause analysis, data validation and identifying potential improvements to Collections business strategies; • Specialized in analyzing and validating large volumes of data from different BI systems (Qlik Sense, Tableau) • Established strong stakeholder engagement practices, maintaining structured decision logs in Jira and delivering clear communications across all organizational levels; • Acted as people manager, providing coaching and feedback to team members; trained and developed Collector, Senior Collector, and Leadership teams; created user guides, technical manuals, and knowledge base documentation.
Achievement: Designed and delivered a global training program for 27 support specialists on the main Collections system, increasing automated actions from 30% to 80% - directly expanding daily partner reach and team productivity. Recognized with the ACE Award (Nov 2019) for outstanding contribution to Expedia Global Payments. • Acted as primary point of contact between local team and global departments, driving process improvements, strategy alignment, and daily escalation support; • Acted as Business Analyst performing data validation, root cause analysis, and specialized leadership reporting using Salesforce, Tableau, and Qlik Sense, translating large volumes of data into actionable insights for senior leadership; • Identified training needs and designed refresher programs following process and platform changes, ensuring support specialists maintained performance standards and service quality; • Coordinated cross-functional operational cycles in close collaboration with Sales and Operations, navigating ambiguous dependencies and ensuring timely communication across all stakeholders to drive intended outcomes & OKRs alignment.
(Temporary Contract) • Managed onboarding and portfolio conversion of SMB lodging partners (hotels, guest houses, holiday houses) across national and international markets - supporting partner setup, financial transactions, and platform training on Booking.com's extranet and availability systems.
Achievement: Mentored and trained new hire agents on their first live calls, supporting system navigation and call handling best practices. • Delivered bilingual (EN/PT) reservations, sales, and service recovery for passengers and travel agencies across international and domestic routes.