Summary
Overview
Work History
Education
Skills
Websites
Languagesandskills
Extra
Languages
Timeline
Generic

Heloisa De Oliveira

Weehawken,NJ

Summary

Cross-border payments expert with extensive experience in operational payment processing, product consultancy and development. I excel as a problem solver and team player, with expertise in project management, training, consultancy, customer experience and Account Relationship management for banks across the Americas and Europe. Multiple certifications including Agile, Sales, Swift MT messaging and ISO 20022 Standards. Native Portuguese speaker and fluent in English, French, and Spanish.

Overview

16
16
years of professional experience

Work History

Senior Account Relationship Manager

Swift
01.2017 - Current
  • Build and maintain long-term customer relationships with high customer satisfaction and client retention, acting as a trusted advisor
  • Identify customer needs/market opportunities to grow new business across my accounts, adding value to customers’ target operating model
  • Represent Swift and promote the company’s portfolio through participation in and workshops, business forums and conferences
  • Acquire and maintain market, product, and services knowledge
  • Insight into the use of new technologies in financial transaction processing such as Blockchain and distributed ledger technologies, e-Invoicing, digitization, supply chain and bank payment obligation
  • Provide regular market and product feedback to my commercial team as well as the product and services team.

Senior Business and Standards Consultant - Professional Service

Swift
01.2019 - 01.2023
  • Manage the delivery of large-scale projects to clients in Americas, UK, and a portion of EMEA regions in multiple languages
  • Responsible for conducting business and operational project activities such as ISO 20022 and CBPR+ migration with impact assessments to leverage our existing platform assets and both technical and business consultancy services
  • Extensive knowledge and experience with Swift gpi core and optional services, cloud-based Messaging interface; Certified in MT Standards of Categories 1, 2 and 9; Certified in ISO 20022 and CBPR+ Payments Clearing/Settlement and Cash Management; Financial Crime Compliance products; Tailored Training and Ad-hoc services; business intelligence and data analysis – SwiftRef and Watch products experience
  • Drive adoption of key products, educate the community on how Swift solutions can be integrated to enable and promote valuable service and customer experience
  • Continuous contribution to my team on internal processes and reporting across teams and departments within the company by keeping abreast with trends in the industry whilst sharing information and support to increase the teams’ efficiency and development
  • Own and support strategic projects with Business Development and Strategic relationship teams through an in depth understanding of the challenges faced in the market, refine, and prioritize new opportunities to meet client’s needs and KPI goals
  • Coordinate and manage good communication with internal/external stakeholders such as internal teams, customers and/or vendors.

Customer Administration - Business Development

01.2017 - 01.2019
  • Full coverage of Latam, including Dutch, English, and French territories in the Caribbean
  • Managed office administrative tasks in São Paulo, Brazil office as Site Manager
  • Led the on-boarding assistance for new Swift joiners throughout Latin America and the Caribbean
  • Provided sales support to both Regional and Global clients, preparing sales quotations and service proposals in line with regional strategic plans
  • Coordinating with stakeholders in other regions to better align on internal support methodologies, documentation and automating due-diligence reports
  • Prepared business intelligence reports based on granular insights and statistical analysis
  • Offered technical and business support to existing and new clients on Swift products and services
  • Acted as a Subject Matter Expert in Customer Security Controls Policy
  • Organized internal and external events such as webinars for Swift clients in Latin America
  • Traveled abroad to support Professional services team in delivering new product initiatives such as Global payments innovation or gpi - Bolivia and Guatemala
  • Due to my professional instructional designer background, I contributed to both Marketing and E-learning global teams to drive enhancements for Swift Smart platform and promote its usage and adoption in the community.

Digital Marketing Consultant (Contract) – Teletech and Google

01.2016 - 01.2017
  • Contracted by Teletech vendor for Google
  • Certified in Digital Marketing and Google AdWords
  • Engaged new and existing partners with Google's online advertising products and consulting services
  • Collaborated with Googlers Account Executive team to plan and execute lead generation campaigns for challenging targets, support the management of the sales cycle and remain in regular contact with Google team to understand and meet their needs.

Computational Linguist (Freelancer) - Q.A. Analyst

01.2009 - 01.2017
  • One of my project assignments was with Lionbridge Translation and Localization services for Microsoft – Contribution to Language tool “Review/Editor” within the Microsoft Office package
  • Served as a Quality Assurance Linguist for various tech industry projects, including machine learning, translation and advertising, cloud computing, and software
  • Delivered freelance work in multiple countries, including Brazil, Argentina, Costa Rica, Thailand, New Zealand, and the US.

Education

Lato Sensu Post graduation Course: Qualification in Market Intelligence -

Centro Universitario SENAC São Paulo-SP, Brazil
01.2018

Linguistics Bachelorship Course: Bachelor of Linguistics -

Universidade Federal de São Carlos São Carlos-SP, Brazil
01.2013

Skills

  • Time Management
  • Attention to Detail
  • Excellent Communication
  • Relationship Building
  • Client Engagement
  • Product Knowledge

Languagesandskills

ICAgile – ICAgile Certified Professional, Relationship Selling – Dale Carnegie Training, MS Office, Salesforce, SQL, MicroStrategy, Jira, Tenrox, SAP, Certified on Swift Messaging Standards MT and ISO 20022 and CBPR+, Cross-border payments, Swift Alliance Access, Financial Crime Compliance, Business intelligence (data extraction and analysis), Sandler – Sales and Leadership Workshop, Customer Service and Customer Experience driven.

Extra

  • Exchange student program in Belgium, Wallonia region.
  • Student volunteer initiative in college.
  • Hospitality experience work and travel program in New Zealand.

Languages

English
Native or Bilingual
French
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Senior Business and Standards Consultant - Professional Service

Swift
01.2019 - 01.2023

Senior Account Relationship Manager

Swift
01.2017 - Current

Customer Administration - Business Development

01.2017 - 01.2019

Digital Marketing Consultant (Contract) – Teletech and Google

01.2016 - 01.2017

Computational Linguist (Freelancer) - Q.A. Analyst

01.2009 - 01.2017

Lato Sensu Post graduation Course: Qualification in Market Intelligence -

Centro Universitario SENAC São Paulo-SP, Brazil

Linguistics Bachelorship Course: Bachelor of Linguistics -

Universidade Federal de São Carlos São Carlos-SP, Brazil

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Heloisa De Oliveira