Sofia Francisco
@sofiafrancisco
I improve compliance-focused customer operations through quality analysis, KYC case handling, and performance insights.
PortugalWhat I'm looking for
At Revolut, I review 40+ agent cases weekly to uncover quality gaps, maintain service standards, and support regulatory compliance across FinCrime and other teams.
I've also managed KYC verification and complex customer cases in a compliance-heavy support queue, ensuring accurate processing, escalation handling, and chat-based workflow onboarding for new team members.
My background in Deaf support assistance and emergency-line communication strengthened my ability to communicate clearly, accurately, and calmly in high-pressure situations.
I bring hands-on experience with quality checks, KPI management, performance analysis, Zendesk, Slack, Google Workspace, and Excel to customer-focused operations.
Experience
Work history, roles, and key accomplishments
Reviewed 40+ agent cases per week to identify quality gaps, maintain service standards, and support regulatory compliance across FinCrime and other teams. Tracked recurring issues in performance data and helped adapt processes during frequent policy updates.
Education
Degrees, certifications, and relevant coursework
Instituto Politécnico de Setúbal
Bachelor's degree, Interpretation and Translation of Portuguese Sign Language
2016 - 2019
Bachelor's degree in Interpretation and Translation of Portuguese Sign Language, focusing on interpretation and translation techniques.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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