Open to opportunities

Rafael Lima

@rafaellima1

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Finance & operations leader transforming revenue operations and customer service through data-driven strategy.

Brazil

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What I'm looking for

I’m looking to lead finance, operations, and customer-facing processes in a growth-minded company—using data-driven insights, CRM-driven workflows, and automation to improve retention, reporting clarity, and long-term business performance.

I’m a Strategic Finance and Operations leader with 12+ years across financial markets, business strategy, and operational transformation. I’m known for turning complex, low-visibility work into revenue-generating systems—backed by strong CRM execution, P&L discipline, and process optimization.

In recent leadership roles, I direct finance and commercial operations while scaling service delivery through technology and automation. At MAG Investimentos, I built an internal AI-assisted solution that avoided ~$65K/year in third-party tool costs while maintaining full operational control.

Earlier, I delivered measurable operational and customer-impact results at BTG Pactual, leading Salesforce case-management workflow changes that reduced email volume by 30% and lifted service rate from 50% to 100%. I also structured a R$100M+ annual P&L by segment for board-level decision-making, helping identify where value and efficiency actually concentrated.

Before that, I strengthened revenue outcomes by reshaping customer service into a strategic sales channel, including implementing a telephony platform and team commission model. I bring Six Sigma methodology, real-time reporting, and a customer-first mindset to drive sustainable growth through data-driven insights.

Experience

Work history, roles, and key accomplishments

Current

Finance & Commercial Manager

Current

MAG Investimentos

May 2025 - Present (1 year 2 months)

Directs financial operations, client portfolio management, and commercial strategy, focusing on scaling operations through technological innovation and strategic planning. Developed an AI-assisted internal solution to avoid third-party tool costs and implemented process automation to streamline middle-office and commercial workflows.

Client Portfolio Management Commercial Strategy Financial Operations Process Automation Operational Efficiency AI assisted Development

Operations Manager

Braúna Investimentos

Oct 2024 - Apr 2025 (6 months)

Managed back-office operations and client service infrastructure to ensure investment strategies were executed and reporting remained high quality. Structured operational workflows to improve service efficiency and reduce manual errors, and served as the primary point of contact for high-net-worth clients.

Back Office Operations Client Services Client Reporting Customer Experience

Finance & Commercial Manager

Acid Garage

Feb 2023 - Sep 2024 (1 year 7 months)

Led the finance and commercial departments with a focus on revenue growth and building a scalable operational structure. Implemented financial controls and reporting for real-time visibility into performance and cash flow, and aligned commercial efforts with operational capacity for sustainable expansion.

Financial Control Financial Reporting Cash Flow Management Revenue Growth Commercial Strategy

Senior Analyst, Solutions

BTG Pactual

Jul 2021 - Feb 2023 (1 year 7 months)

Worked on operational transformation and strategic financial analysis within a Latin American investment bank. Led a Salesforce case management workflow transformation for an N2 support team, reducing email volume by 30% and increasing the service rate from 50% to 100%, and delivered board-level P&L reporting by segment.

Workflow Automation Operational Transformation P&L management Board Reporting

Analyst, Middle Office

BTG Pactual

Jun 2018 - Jul 2021 (3 years 1 month)

Managed middle-office operations supporting trade execution, settlement, and comprehensive client reporting for institutional investors. Identified and implemented process improvements to enhance operational efficiency and reduce settlement risks, ensuring 100% accuracy during periods of high market volatility.

Trade Execution Settlements Client Reporting Trade Reconciliation Process Improvement Operational Efficiency Settlement Risk

Investment Banking Operations

Bradesco BBI

Jun 2017 - Jun 2018 (1 year)

Supported investment banking operations by assisting with deal execution and financial analysis for corporate transactions. Helped ensure operational and regulatory requirements were met and maintained relationships with corporate clients throughout the deal lifecycle.

Deal Execution Financial Analysis Investment Banking Operations Regulatory Compliance

Customer Service & Sales Lead

ClickBus (Rocket Internet)

Oct 2013 - Apr 2015 (1 year 6 months)

Transformed the customer service department into a strategic sales channel for a high-growth startup. Built and managed a team that processed 100+ calls/day and generated R$400K in annual revenue, implemented a telephony platform (IVR and queue management), and created a commission model with sales prioritization logic.

Customer Service Sales Leadership Call Handling IVR Queue Management Commission Modeling