Banking Operations Specialist with 10+ years of experience in fintech and multinational companies across the U.S. and Brazil. Strong background in finance, banking partner support, customer support, issue resolution, and SLA-driven operations, with proven cross-functional collaboration in fast-paced environments.
Hi, I’m
Flávia Montezano
Austin,USA
Summary
Overview
14
years of professional experience
Work History
WISEAustin, TX
Payment Operations Senior Specialist
11.2022 - Current
Job overview
- Provide daily support to the stakeholders involved in the launch, maintenance and improvement of currency routes owned by the respective regional team;
- Working with Banking, Treasury, product managers and engineers of multiple teams to find solutions and opportunities for process optimization;
- Coordinate new products/partners set-up, testing and launches from operational side;
- Investigating, solving and escalating any issues connected to currency routes in a timely manner;
- Acting as the first level escalation point on the cases and crisis level within the regional teams, and handling incidents;
- Supporting stakeholders in solving complex problems related to their area of ownership and ensuring timely and relevant communication;
- Supporting or owning training and mentoring responsibilities of new and existing specialists;
- Coordinating product and processes related risk assessment and mitigation initiatives;
- Following operational procedures and keeping track of critical updates;
- Driving product and process improvement within the regional team, in collaboration with stakeholders;
- Meeting individual SLA's and KPI's set for the role
WISEAustin, TX
Payment Operations Specialist
03.2024 - 11.2024
Job overview
- Maintaining consistent and high-level execution of daily tasks related to payment processing;
- Meeting the team's main performance metrics and SLAs;
- Detecting and escalating domain-related problems and complex issues to Regional Payment Operations teams, ensuring timely and relevant communication with stakeholders;
- Following operational procedures and keeping track of critical updates.
Accenture Flex LCCAustin, TX
Quality Auditor
10.2020 - 07.2023
Job overview
- Responsible for completing quality checks in timely manner and report all scores and errors on trackers;
- Conduct 121 quality coaching and feedback sessions with agents;
- Identifying root causes and corresponding action items to improve and sustain performance;
- Leading training sessions, quality refreshers and Q&As with the agents;
- Sharing updates regarding process changes to the team;
- Participation in calibrations meetings with the client;
Accenture Flex LCCAustin, TX
Customer Support Associate (Portuguese speaker)
09.2019 - 10.2020
Job overview
- Answering customer tickets / escalating them to the appropriate queue;
- Shadowing and assisting new agents during trainings;
- Participation in calibration meetings
NewSoft Informática Limeira LtdaLimeira, SP
Customer Service Analyst
10.2017 - 11.2018
Job overview
- Answering and responding to customers’ questions across several communication channels: phone line, e-mail, chat-messenger, tickets;
- End Users trainings;
- Assisting other technical personnel in the performance of their duties when requested;
- Creating documents to help our customers with new applications/updates;
Primarte Eletrodomesticos LTDALimeira, SP
Accounts Payable/Receivable Specialist
09.2016 - 10.2017
Job overview
- Preparing bills receivable, invoices and bank deposits;
- Resolving issues with delinquent accounts through contacting and working with the customer, to ensure payments are up to date;
- Generate financial statements and reports detailing accounts receivable status
- Responsible for all company’s payments, including payroll
- Reconcile transactions with statements
- Constant communication with banks, vendors, and customers.
NewSoft Informática Limeira LtdaLimeira, SP
Foreign Trade Consultant
04.2014 - 04.2015
Job overview
- Consultancy of the foreign trade system called Ecomex, in the modules of import and export: setup and testing;
- Documents development according to the system of projects: "As-Is" and "To-Be";
- Provide System Training for key-users, dispatchers, and users.
Indústrias Machina Zaccaria S/ALimeira, SP
Foreign Trade Analyst
04.2013 - 09.2013
Job overview
- Responsible for export procedures, such as: contact with customers, carriers, freight forwarders and brokers;
- Documents development, such as: Invoice, Packing List, Certificate of Origin, Certificate of Guarantee etc.
Kuehne-Nagel Serviços Logísticos LtdaCampinas, SP
Logistics Assistant
08.2012 - 04.2013
Job overview
- In-house Procter Gamble - Healthcare sector
- Responsible for all communication between suppliers and 3PLs;
- Conference of Purchase Orders, incoterms and lead-times;
- Requesting and documenting conferences calls;
Education
Fundação Getúlio Vargas – FGVLimeira, SP, Brasil
Minor from Business Administration
07.2014
University Overview
Universidade Metodista de Piracicaba – UNIMEPPiracicaba, SP, Brasil
Bachelor’s Degree from International Business
12.2011
University Overview
Skills
Banking Partner Support
SLA & KPI Management
Quality assurance
Operational Risk
Process Improvement
Cross-functional Collaboration
Analytical thinking
Root-cause analysis
Coaching and mentoring
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Limited Working
Italian
Elementary
International Experience
International Experience
Experience of Living in Italy from May/2015 to Ago/2016 / Living in the USA since Jan/2019.Timeline
Payment Operations Specialist
WISE
03.2024 - 11.2024
Payment Operations Senior Specialist
WISE
11.2022 - Current
Quality Auditor
Accenture Flex LCC
10.2020 - 07.2023
Customer Support Associate (Portuguese speaker)
Accenture Flex LCC
09.2019 - 10.2020
Customer Service Analyst
NewSoft Informática Limeira Ltda
10.2017 - 11.2018
Accounts Payable/Receivable Specialist
Primarte Eletrodomesticos LTDA
09.2016 - 10.2017
Foreign Trade Consultant
NewSoft Informática Limeira Ltda
04.2014 - 04.2015
Foreign Trade Analyst
Indústrias Machina Zaccaria S/A
04.2013 - 09.2013
Logistics Assistant
Kuehne-Nagel Serviços Logísticos Ltda
08.2012 - 04.2013
Fundação Getúlio Vargas – FGV
Minor from Business Administration
Universidade Metodista de Piracicaba – UNIMEP
Bachelor’s Degree from International Business