Juliane Faria Lima
Lisboa
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with other teams and internal team members, providing consultative enhancement recommendations based on deep dive analysis. Great knowledge about payments and fraud prevention, as well as fraud treatment, handling chargeback disputes and chargeback prevention as well.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Subject Matter Expert (Fincrime - Chargeback)
Revolut
11.2022 - Current
- Responsible for elaborating onboarding training for new joiners and also providing trainings alone. Internal rules, card brand rules, steps to chargeback investigation, basic fraud training.
- Owner of KPI of Quality of Fraud Chargeback Team, reducing number of fails by 50%.
- Provided Quality sessions with analysts that were getting too many fails, and also productivity sessions with analysts that were not reaching his KPIs.
- Involved in multiple projects to help other teams that did not have point of contact with Chargeback team before.
- Providing basic Chargeback - Fraud training for other teams that wanted to know more how our processes worked.
- Updating Confluence pages for our knowledge base, introducing new processes and updating outdated pages.
- Use of Jira(Service Desk, Confluence, Jira Boards, JQL), Looker, Textblaze, Metabase tools.
- Able to extract data and engage in deep dive analysis to understand the problem and how it could be improved.
- Chat and Tone of voice training for all analysts to ensure high level of customer support for team.
- Gained extensive knowledge in data entry, analysis, and reporting.
- Used critical thinking to break down issues, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in team environment.
JR FinCrime Analyst
Revolut
11.2021 - 11.2022
- Chargeback Team
- Analysis of individual claims, checking needed documentation for each reason code (Fraud and Dispute) following card brand rules
- Responsible for raising chargeback request directly with MasterCard and Visa
- Productivity KPIs always stayed higher than 100%, completing more than 50 cases per day. When needed, able to resolve more than 150 cases per day.
- Handling dispute responses and deciding if case should go to Pre Arbitration and Arbitration stage
- Chat with end user when needed to request missing information and documentation that may be needed for chargeback request
- Responding to internal queries such as Complaints received and doubts about chargeback process and specific cases from the Support Team through JIRA., Telephone, email, and chat support for end users
- Personalized and customized customer services
- Handling new chargeback requests within the SLA (1 Business day) to avoid risk incident.
- Shadowing sessions with new joiners to help them in first month.
- Worked well in team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Self-motivated, with strong sense of personal responsibility.
- Cultivated interpersonal skills by building positive relationships with others.
Mid Fraud Prevention Analyst
EBANX
01.2020 - 08.2020
- Responsible for the Commercial Disagreement Dispute implementation for EBANX merchants
- Dispute vouchers review, improvements, and KPI monitoring
- Direct contact with acquires, and partners
- Active participation in the automation process with the IT and Product teams
- Fraud Prevention training for new employees in other areas, such as Customer services and Merchant services, presenting concepts related to fraud prevention for end users in Brazil and Latin America
- Focal point in the Chargeback Management Operational Team in relationship with other areas, especially in what was related to the dispute process
- Meetings with key merchants for feedback and improvements (English and Portuguese)
- Agile methodology (Kanban and Scrum) and Tableau analysis.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
JR Fraud Prevention Analyst
EBANX
04.2018 - 01.2020
- Identification and treatment of Account Takeover in the customer area
- Manual review in the transactional flow (deep analysis of customers, using credit bureau and data analysis)
- Support to Customer and Merchant Services, and Legal team in identifying and resolving cases of end‑user fraud, with false‑positive dealings, chargeback reversal, identification of fraudsters, and end‑user behavioral analysis
- Document validation, using documentscopy and graphoscopy techniques, dealing with document analysis tools and credit bureaus
- Identification of credit card fraud through end user behavioral analysis
- Fraud patterns analysis/
- Handling of chargeback response documentation (Fraud), responsible for reviewing it and sending it to the acquires within the timeframe
- KYC and KYE deep dive analysis.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Services Agent
EBANX
08.2017 - 04.2018
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Handled emails, phone calls and chats through Zendesk.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Administrative Assistant
Ecosonic
03.2016 - 03.2017
- Assisted in the preparation of ultrasound medical reports
- Fast and accurate typing
- Ensuring proper operation of office equipment including preventive maintenance, arranging for repairs, and maintaining consumable equipment inventories (toner, paper, staples, etc.)
- Answering calls, taking messages, and handling correspondence
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
Telephonist
Faculdades Integradas Camões
01.2015 - 04.2015
- Curitiba
- Contact with students for renewal of enrollment via telephone calls
- Chat support
- Document translation (English to Portuguese).
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
Education
Technical Degree - Graphic Design
Unicuritiba
CuritibaSkills
- Training Team Members
- Microsoft Word Experienced
- Microsoft Excel Intermediate
- Microsoft Powerpoint Skillful
- Agile Methodology
- Fraud Prevention
- Deep dive analysis
- Excel analysis
- Constructive Feedback
- High-Volume Environments
- Google slides presentations
Certification
- Compliance in practice - The Legal Hub. (2020)
- Documentoscopy and Graphoscopy - Rebello & Rebello LTDA (2019)
Languages
English
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Língua Brasileira de Sinais (Libras)
Beginner (A1)
Timeline
Subject Matter Expert (Fincrime - Chargeback)
Revolut
11.2022 - Current
JR FinCrime Analyst
Revolut
11.2021 - 11.2022
Mid Fraud Prevention Analyst
EBANX
01.2020 - 08.2020
JR Fraud Prevention Analyst
EBANX
04.2018 - 01.2020
Customer Services Agent
EBANX
08.2017 - 04.2018
Administrative Assistant
Ecosonic
03.2016 - 03.2017
Telephonist
Faculdades Integradas Camões
01.2015 - 04.2015
Technical Degree - Graphic Design
Unicuritiba
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