gustavo luiz lopes

I’m a results-driven banking professional with over 7 years of experience in account management, customer service, and client relationship building at Itaú Unibanco and Santander Brasil. I combine strong communication and problem-solving with a customer-first mindset, consistently resolving complex issues while delivering exceptional experiences. I’m bilingual in Portuguese and English, which helps me support diverse clients with clarity and confidence.

In my most recent role as Commercial Manager at Santander Brasil, I led a commercial team managing and growing portfolios of corporate and individual accounts. I developed strategies to improve client retention and satisfaction, oversaw customer service processes for escalated cases, and ensured high-quality client interactions. I also monitored sales performance metrics, reported results to senior leadership, and served as a primary point of contact for key clients.

Before that, as a Supervisor at Itaú Unibanco, I supervised customer service agents to ensure quality standards and KPIs were consistently met. I coordinated day-to-day operations, handled escalations professionally, trained and mentored new team members, and generated performance reports to support process improvement. Starting as an Intern and progressing to Business Agent, I built hands-on expertise across banking operations, CRM systems, and client communication—and now I’m seeking remote opportunities to apply my banking experience to international customer service and virtual assistant roles.