Natacha Monteiro
@natachamonteiro
Compliance coordinator who reduces fraud and complaints through audit-ready, empathetic support.
RomaniaWhat I'm looking for
I’m a Compliance Coordinator focused on keeping operations compliant, complaint-handling consistent, and fraud risk low. In my role at Uber’s Center of Excellence, I developed internal guidelines for handling Complaints Book issues and ensuring compliance with Portuguese regulations.
I trained colleagues and managed audits for couriers’ and merchants’ accounts, while detecting and escalating fraudulent activities. I also oversaw product launches to minimize defects and coordinated with support teams to reduce complaint rates across Portuguese and Spanish markets.
Before that, as a Beyond Support Expert, I handled document analysis for the Portuguese and Spanish markets with KYC teams, ensuring accurate invoicing and resolving tax profile errors for partners. I worked through the internal system and the Portuguese complaints book (Livro de Reclamações) with the legal team to drive resolutions.
I also bring a strong people-and-process mindset from Customer Support and training experience, including Zoom sessions during lockdown. I’m detail oriented, quick to solve problems, and naturally empathetic—always curious, self-taught in new matters, and eager to learn more.
Experience
Work history, roles, and key accomplishments
Developed internal guidelines for handling Complaints Book issues and ensuring compliance with Portuguese regulations. Trained a colleague, managed audits for couriers’ and merchants’ accounts, detected fraud, and coordinated with support teams to reduce complaint rates.
Managed document analysis for Portuguese and Spanish markets with KYC teams and ensured accurate invoicing by resolving partner tax profile errors. Handled hundreds of complaints via the internal system and Livro de Reclamações, collaborating with the legal team for resolutions.
Delivered training to new team members as a guest trainer after completing a Train the Trainer course. Conducted Zoom training sessions during lockdown while maintaining performance as a CSR.
Cosmetics & Makeup Sales
KIKO Milano
Jan 2018 - Jan 2019 (1 year)
Provided personalized service and sold cosmetics and makeup products.
Clothing Sales & Cashier
Tiffosi
Jan 2017 - Jan 2018 (1 year)
Provided personalized clothing sales and supported retail cashier duties.
Patient Reception Admin
Lisortho Consulting Healthcare
Jan 2016 - Jan 2017 (1 year)
Handled patient reception, appointments, and administrative services.
Cashier & Customer Service
Continente Modelo SA
Jan 2015 - Jan 2016 (1 year)
Worked as a cashier and provided customer service.
Provided customer support for Eats via email and phone and managed partner account activations to ensure compliance with Portuguese laws and company standards. Coordinated with invoicing companies to activate accounts and fix problems, and worked with leaders and quality teams to improve service quality.
Fashion Sales
Chillibeans
Jan 2017 - Present (9 years 7 months)
Sold fashion items and supported retail customer service.
Education
Degrees, certifications, and relevant coursework
SA Formação (Almada)
12th Grade, Secondary Education
Concluded 12th grade at SA Formação in Almada.
Cetelem Software
Professional Certificate, Financial Software
2015 -
Completed training related to Cetelem software, including e-credit and crediscore.
TTT (Train the Trainer)
Professional Certificate, Training & Facilitation
2019 -
Completed Train the Trainer (TTT), acquiring skills to deliver training.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
Skills
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