Gonçalo Hilário

• Credit products operational management and coordination;
• JIRA utilization for multiple task tracking both in production and testing (UAT) environments;
• Assessed credit risk and analyzed financial statements;
• Improved efficiency on multiple time consuming tasks by analyzing possible improvement points and liaising with relevant stakeholders;
• Reduced manual workload and risk by assisting to automate interest payments internally between Miami and Zurich branches;
• Provided requirements to test and implement an automation process for the closing of loans, saving time for the team to dedicate to other improvement points.

• Responsible for handling a portfolio of multiple Asset Managers for cash related queries (payments, credits, reconciliation) in a multi-branch environment (Frankfurt, Milan, Paris, UK etc);
• Service improvement in format of both client calls and service reviews;
• Performed balance analysis for potential clients to measure compatibility with cash related products;
• Gathered required documentation and contacted necessary stakeholders to perform onboarding of new clients from A to Z;
• Accompanied clients daily with any operational questions post onboarding;
• Billing and KPI monthly analysis to understand and identify possible improvement points.

Supported accommodations and clients in English, Portuguese and Spanish markets;

• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues;
• Described product and service details to customers to provide information on benefits and advantages.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues;
• Handled claims, reimbursements, commercial gestures and relocations;
• Coached and mentored junior team members, contributing to their professional growth and development.

• Conducted market studies for public health and consumer related choices;
• Improved existing methods for gathering the necessary information and for performing online and on the phone client questionnaires.