Looking for a job

Andrei Souza

@andreisouza

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I improve customer support quality, onboarding, and scalable operations.

France

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What I'm looking for

I'm looking to improve customer experiences and scalable operations through onboarding, technical support, quality processes, CRM tools, and data-informed decisions.

I'm currently auditing Customer Service and KYC workflows at Jeton, ensuring adherence to AML regulations, service standards, and SLAs. I identify gaps in human and automated support responses and turn findings into actionable improvements.

At FREE NOW, I onboarded and trained more than 200 drivers, achieved a 95% satisfaction rate, and resolved 200+ driver enquiries each month. I partnered with technical teams on app issues, contributing to a 25% improvement in user-experience ratings and supporting regional growth.

Across Bidvest Noonan, VISION Consulting, and Infosys, I've handled high-volume support, CRM workflows, procurement, billing queries, compliance reviews, and technical troubleshooting. I bring English and Portuguese fluency, working Spanish, and hands-on experience with Jira, Zendesk, Tableau, and SaaS platforms.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Jeton Bank

Oct 2025 - Aug 2026 (10 months)

Conducts quality audits of customer service and KYC workflows to ensure compliance with AML regulations and internal protocols. Evaluates support interactions against service standards and SLAs, documenting findings to drive continuous improvement.

Quality Assurance Audit Compliance AML Customer Service KYC Reporting

Helpdesk /Operations Administrator

Bidvest Noonan

Mar 2025 - Jul 2025 (4 months)

Managed end-to-end client inquiries, subcontractor coordination, and job costing—handling everything from quotations and procurement to invoicing resolution for profitable, on-time project delivery.

Project Management Microsoft Office Project Costing