Diogo Paranaiba
Sandy,UT
Summary
Director of Bank and Customer Success with 10+ years of experience in finance and a proven track record of managing client relationships teams and achieving growth targets. Adept at analyzing market trends, creating business strategies, and leveraging strong communication skills to build lasting partnerships with clients. Experienced in developing and implementing solutions to meet client needs, maximizing revenue. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Director of Bank and Customer Success
Galileo Financial Technologies
04.2024 - Current
- Partner with Business Development to grow account billing.
- Maintained client with $65 million in yearly revenue.
- Negotiated terms for management services and financing to close deals with hesitant clients and retain relationships.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
- Developed strategic plan for client relationships, proactively consulting with senior individuals and anticipating needs.
- Establish, and maintain detailed scorecards/metrics for clients.
- Execute strategies for increasing product usage while minimizing losses.
- Provide Relationship Managers with training and opportunities for growth.
- Worked with Executive leadership to build Client SLO’s and team KPIs.
- Participated in implementation of NPS score to understand client satisfaction and build Product Roadmap.
- Successfully launched Multiple programs for Chime, Dave.com, Card.com, Experian, H&R Block and many others.
- Developed invoicing systems and internal controls to boost billing efficiencies.
- Track current projects and ensure internal teams meet client objectives in a timely manner
- Meet with client stakeholders to identify business goals and strategize on how to meet those objectives
- Work with Banks and Finance team to ensure that banks are able to reconcile their books
- Assist Partner Banks with Galileo reporting systems and ensure that they are able to pull data they require
- Identify further business opportunities
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Sr Client and Banking Relationship Manager
Galileo Processing
10.2019 - 04.2024
- Work with cross functional departments within Galileo.
- Recognized for managing and completing multiple projects successfully in line with strict timely, budgetary, and scope constraints; enabled a virtual bank to expand client base from 100K clients to 450K within one year.
- Established and maintained solid networks and business relationships to accelerate deal origination, boost profitability, increase EBITA, and successfully manage clients’ portfolios.
- Identified and capitalized on new business opportunities from existing and new clients by promoting and selling portfolio of products and services to meet strategic objectives, goals, and growth targets.
- Delivered comprehensive consultation and expert advice on company products and services to clients; improved client experience by identifying pain points, analyzing feedback, and providing exceptional customer service.
- Accelerated business growth and market shares through effective management and coordination of client onboarding and new account opening processes.
- Built and spearheaded top-performing, cross-functional teams to deliver exceptional outcomes, accomplish organizational objectives, exceed client expectations, and ensure successful project delivery.
- Applauded for increasing business success by conducting proactive market research and providing insights. Liaised and collaborated with several internal departments to identify and resolve complex issues on time.
- Enhanced customer satisfaction through consistent, timely, and accurate communication.
- Contributed to business development initiatives by actively participating in networking events and building strategic partnerships.
- Strengthened client relationships by proactively identifying and addressing individual needs.
Commercial Banking Relationship Manager
Wells Fargo Bank
07.2015 - 10.2019
- Retained large clients that earned greater than $50,000,000 and less than $500,000,000.
- Implemented 20 international clients.
- Maintained client relationships while generating yearly revenue.
- Originated, structured, and executed transactions related to traditional commercial lending, treasury management and other credit related products.
Client Technical Support Team Manager
Salt Lake City
03.2011 - 07.2015
- Managed and mentored 25 client technical support agents
- Establish and maintain performance metrics and ensure high degree of customer satisfaction including creating programs to provide desirable customer experience.
- Ensure performance feedback through informal communications, formal performance reviews, goal setting.
- Manage projects, establish timelines, delegate tasks, monitor progress, and maintain effective communication with appropriate Associates.
- Review, recommend and implement new work procedures that result in efficient, streamlined processes for call center.
- Hire, train, schedule, coach/develop, and supervise employees to achieve departmental goals and objectives; ensure completion of all assigned duties and responsibilities of all subordinates.
- Cultivate and manage a high-performance, team-based environment.
- Manage and coordinate daily Call Center Customer Service activities to ensure timely and accurate resolution to customer inquiries.
- Handle escalated customer issues/calls as needed.
- Establish policies & procedures for Call Center.
Education
Bachelor of Science - Economics/Business Management
University of Utah
Salt Lake City, UTSkills
- Leadership
- Client Management
- Creative and Innovative
- Strategic Planning
- Workload Prioritization
- Project Management
- Compliance
- Strong Work Ethic
- Commercial Banking
- Project Coordination
- Business Development
- Operations Management
Accomplishments
- Negotiated with vendors, saving company over 1 million annually.
- Improved delivery of new products by customizing training to Relationship managers, realizing overall increase in customer satisfaction and cost efficiency.
- Recognized as Employee of the year for outstanding performance and team contributions.
- Developed relationships with 15 to 20 new clients and typically exceeded sales goals by 10-20%.
- Consistently maintained high customer satisfaction ratings.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Promoted from Relationship Manager to Senior Manager, in less than 12-months.
Languages
Japanese
Limited Working
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Director of Bank and Customer Success
Galileo Financial Technologies
04.2024 - Current
Sr Client and Banking Relationship Manager
Galileo Processing
10.2019 - 04.2024
Commercial Banking Relationship Manager
Wells Fargo Bank
07.2015 - 10.2019
Client Technical Support Team Manager
Salt Lake City
03.2011 - 07.2015
Bachelor of Science - Economics/Business Management
University of Utah
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