MARCELLY A. DE SOUSA
Phuket,83
Summary
Dynamic and results-driven operations leader with extensive experience managing high-performance teams and scaling global businesses in the online gaming industry. Successfully overseen teams of 70+ professionals across multiple continents, demonstrating exceptional skills in strategic planning, risk management, and fraud detection. Expertise in client retention and operational optimization consistently drives growth and innovation, solidifying a reputation as a powerhouse in the industry. Fluent in four languages, enabling unparalleled communication and cultural adaptability to navigate complex global markets with ease. Proven track record of rising to the top in every organization worked for, thriving in multifaceted roles that demand both strategic vision and hands-on execution. Ability to lead cross-functional teams while mastering every facet of business operations makes an indispensable asset to any forward-thinking company.
Overview
7
7
years of professional experience
Work History
Chief of Operations
GOGO Global Investment Ltda
12.2023 - 12.2024
- Drove revenue growth by 34% identifying new business opportunities and forging strategic partnerships.
- Developed high-performing teams by providing mentorship, training, and clear performance objectives for over 20 interns.
- Provided expert guidance during mergers and acquisitions, ensuring seamless integration of risk management practices across 2 of our business.
- Enhanced the company's risk profile by conducting thorough assessments every 3 months (quarterly) and providing actionable recommendations.
- Provided expert guidance once a week on emerging fraud trends, ensuring proactive response to new threats and risks.
- Served as an internal consultant on fraud-related matters, providing insights and recommendations to various departments as needed.
- Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
- Developed and maintained strong working relationships with law enforcement agencies for collaborative fraud investigations.
Operations Project Manager
WG Group - Entertainment Solution
06.2023 - 01.2024
- Directed operations for a global investment firm, achieving a 20% increase in operational efficiency
- Collaborated across departments to identify and implement strategic improvements
- Fostered a culture of innovation, aligning company goals with operational best practices
- Managed end-to-end projects, ensuring timely delivery and client satisfaction
- Oversaw customer service teams and enhanced backend operations, leading to a 15% boost in service efficiency
- Developed and executed marketing strategies to increase audience engagement
- Supervised telemarketing teams across Dubai, Brazil, and Paraguay, increasing sales by 30%
- Conducted data analysis to inform customer retention strategies, achieving a 25% improvement in client retention
- Built cohesive teams and streamlined workflows across international offices
- Created detailed project documentation to support ongoing operations and ensure transparency among team members.
- Conducted regular project reviews to assess progress and address challenges, ensuring alignment with overall business strategy.
Customer Service Executive
Locent Technology
07.2022 - 07.2023
- Resolved issues by providing accurate information and guidance.
- Escalated complex issues to senior staff for further assistance.
- Developed relationships with clients to improve retention rates and reduce churn.
- Implemented customer loyalty initiatives to reward long-term clients, increasing retention rates.
- Streamlined work order processes for increased efficiency in addressing maintenance requests and tracking progress.
- Supervised over 70 employees and scheduled shifts.
- Supervised a team of technicians, providing guidance on complex repair tasks and fostering professional development opportunities.
MARKETING MANAGER
PP Princess Resort
01.2020 - 03.2021
- Spearheaded digital marketing initiatives, increasing online engagement by 40%
- Created compelling content and coordinated influencer partnerships to enhance brand visibility
- Executed social media advertising campaigns to increase reach and engagement.
- Collaborated with graphic designers to create visually appealing posts.
- Interpreted user data to refine targeting strategies and enhance audience segmentation.
- Collaborated with cross-functional teams to align marketing initiatives with overall business goals.
BUSINESS OWNER
OHANA Café
02.2018 - 04.2020
- Founded and managed a health-focused café, achieving consistent year-over-year revenue growth
- Championed company vision with clear communication and strategic direction.
- Designed comprehensive social media strategies that aligned with overall marketing goals.
- Researched food trends to inspire innovative menu concepts and seasonal specials.
- Streamlined kitchen operations by organizing workflow and maintaining cleanliness.
- Responded to customer feedback, improving menu offerings and service quality.
Education
Executive MBA - Business Administration and Management
MTF School of Business And Management
Lisbon01.2026
Certificate in Business Strategy - Business Administration And Management
Harvard Business School Online
Cambridge, Massachusetts06.2023
Bachelor's - Performance Coaching
Clean Health Fitness Institute
10.2021
Skills
- Agile framework
- Scrum management
- Waterfall methodologies
- Risk Management
- Data Analysis
- Client Maintenance and Retention Strategies
- Remote and On-site Team management
- Operations management
- Safety management
- Fraud detection
- Fraud prevention
- Customer retention strategies
Languages
Portuguese
Native language
English
Proficient
C2
Italian
Proficient
C2
Spanish
Proficient
C2
French
Intermediate
B1
Timeline
Chief of Operations
GOGO Global Investment Ltda
12.2023 - 12.2024
Operations Project Manager
WG Group - Entertainment Solution
06.2023 - 01.2024
Customer Service Executive
Locent Technology
07.2022 - 07.2023
MARKETING MANAGER
PP Princess Resort
01.2020 - 03.2021
BUSINESS OWNER
OHANA Café
02.2018 - 04.2020
Executive MBA - Business Administration and Management
MTF School of Business And Management
Certificate in Business Strategy - Business Administration And Management
Harvard Business School Online
Bachelor's - Performance Coaching
Clean Health Fitness Institute
Additional Information
Recommendation letters and project structures are available upon request and can be presented during interviews to provide further insights into achievements and methodologies.
Hobbies and Interests
- Passionate about literature, poems, texture arts, and exploring creativity as a plastic artist.
- Strong advocate for lifelong learning and embracing challenges with resilience and consistency.
Timezone
GMT + 7
yoga, muay thai, running, fitness, meditation.
In my free time, I’m passionate about staying active and nurturing my creative side. I enjoy practicing yoga, Muay Thai, running, and fitness to maintain both physical and mental well-being. Meditation helps me stay grounded, while my love for poetry, literature, and textile arts allows me to explore creativity and self-expression. These hobbies balance my driven professional life with mindfulness and artistry.
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