Summary
Work History
Education
Languages
PROJECTS AND FREELANCER JOBS
Software
Volunteer
Courses and Certifications
Overview
BusinessAnalyst
Flora Gois

Flora Gois

Senior Account Manager/ Business Developer Specialist In LATAM
São Paulo

Summary

Accomplished professional with a degree in International Relations and an MBA in Compliance, Audit, and Controllership. Currently specializing in Investment Management, Cryptocurrencies, and Financial Markets. Possesses extensive experience in financial fraud prevention in both traditional finance (Nubank) and crypto enterprises (Bitso, Binance, Ripio, Higlobe, and MEXC). Demonstrates deep expertise in KYC, KYB, AML, transaction monitoring, and risk assessment. Background in OTC trading, P2P products, and digital payments enables successful onboarding of high-volume clients and drives business expansion across LATAM and North America.

Work History

Business Developer P2P

MEXC
03.2025 - Current
  • Spearhead the growth and expansion of the P2P business across Latin America, focusing on market penetration and user acquisition
  • Conduct ongoing market and competitive analysis to identify trends, risks, and opportunities, delivering insights that shape strategic decisions
  • Source, onboard, and manage a robust network of P2P merchants, driving liquidity and platform engagement through proactive relationship management
  • Utilize data analytics to monitor performance metrics, optimize operations, and support data-driven decision-making aligned with business objectives
  • Gather, structure, and communicate user feedback to influence product improvements and align features with local market needs
  • Collaborate cross-functionally with product, marketing, compliance, and operations teams to execute strategic initiatives that support both company and regional goals

Sr Account Executive and Bus Dev. OTC

RIPIO
10.2023 - 03.2025
  • Acquired new end-users for the Crypto OTC Desk, acting as both hunter and farmer across B2B and B2C
  • Managed a portfolio of 100+ international clients, driving trading volume and client retention
  • Represented the company at crypto events, building relationships with liquidity providers, market makers, and ecosystem partners to enhance pricing and platform performance
  • Led client onboarding, analyzing corporate docs for compliance and business structure (KYC/KYB)
  • Maintained active engagement via WhatsApp, email, and trading groups, ensuring seamless communication
  • Collaborated daily with trading teams on limits, cross-border flows, blockchain networks, and liquidity strategy
  • Analyzed market and client data to inform go-to-market decisions and optimize trading strategies
  • Achieved monthly sales KPIs, leveraging CRM tools (Salesforce, HubSpot) for pipeline and performance tracking
  • Created regional FAQs and onboarding flows; coordinated with legal for regulatory compliance across jurisdictions
  • Monitored competitors to identify product gaps and differentiation opportunities

Senior Account Manager

Higlobe USA
06.2023 - 10.2023
  • Oversaw quality control and developed improvement strategies based on key performance metrics, including NPS, CSAT, SLA, ASA, CES, and CPV
  • Collaborated with the marketing team to design and implement customer acquisition and retention initiatives, resulting in a reduction of the Customer Acquisition Cost (CAC)
  • Managed and maintained content across blog, FAQ, and help desk platforms (Zendesk, Customer.io), ensuring consistency and clarity
  • Led UX and app improvement initiatives in partnership with engineering, information security, and compliance teams
  • Designed and delivered training programs for the Customer Experience team and other departments to enhance service standards
  • Created and analyzed SLA, FTR, and performance metric reports, presenting actionable insights to leadership
  • Acted as the primary point of contact for the evaluation of suspicious transactions and fraud-related communications, supporting internal investigations and risk mitigation

Senior Account Manager

HIGLOBE USA
11.2022 - 06.2023
  • Delivered multilingual support (PT, EN, ES) via email, chat, and phone for international B2B and B2C clients
  • Managed a portfolio of 50+ clients in Brazil and Mexico
  • Utilized CRM tools and platforms (Zendesk, Customer.io, Connectly) to track performance and optimize service
  • Monitored brand reputation on Reclame Aqui and Trustpilot
  • Created FAQ content, scripts, and internal reports on SLA, NPS, and KPIs
  • Mentored junior account managers, fostering their professional growth and skills development within the company.
  • Enhanced communication between departments for more effective problem-solving and collaboration.

Fraud Detection Specialist

BITSO
01.2022 - 08.2022
  • Led fraud monitoring across LATAM, identifying patterns like scams and ATOs
  • Collaborated with KYC/Compliance teams to assess and implement fraud mitigation strategies
  • Used IDwall, Jumio, and Amplitude to detect and track fraudulent activity across the user lifecycle
  • Helped develop a fraud risk assessment framework to proactively address emerging threats
  • Drafted scripts for handling suspicious cases and improved internal fraud detection policies and procedures
  • Collaborated with cross-functional teams to develop robust fraud prevention strategies, mitigating risks.

KYC Specialist

BITSO
09.2021 - 01.2022
  • Led KYC/fraud reviews across LATAM, focusing on document and profile analysis for Brazil, Mexico, and Argentina
  • Verified user legitimacy using JUMIO, IDwall, and Amplitude; flagged and escalated high-risk cases
  • Partnered with Compliance and CX teams on risk assessments and process improvements
  • Monitored trends in AML/KYC regulations and fraud to support continuous improvement
  • Maintained accurate records of all client data, ensuring timely updates to reflect changes in risk profiles or regulatory requirements.

Financial Security Operations Analyst

NUBANK
08.2020 - 09.2021
  • Analyzed suspicious transactions, purchase behaviors, and self-financing patterns; resolved chargebacks and flagged fraud
  • Investigated account breaches, scams, and criminal cases (e.g., kidnappings, theft) impacting user security
  • Performed value adjustments, case assessments, and risk-based decisions
  • Coordinated with banks and third parties to resolve fraud-related incidents
  • Conducted KYC reviews, verifying documents, profiles, and behavioral patterns to ensure AML/CTF compliance
  • Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.

Customer Experience Analyst

Nubank
10.2019 - 08.2020
  • Customer Support provision across multiple channels including chat, email (Zendesk), and phone
  • Proactive anticipation of fraud report issues, aiming for immediate and proactive solutions
  • Delivered personalized assistance to customers, fostering a sense of loyalty and trust in the company''s brand commitment.


Guest Speaker

RISK DAYS: MEDIOS DE PAGO - PRÉ ACADEMY EVENT
11.2021
  • Presentation on the topic of payments and financial fraud in Brazil
  • Conducted in Spanish and featured in the school's online course and videos

International Marketing Account Manager

WEB RANK DIGITAL
09.2024 - 11.2024
  • Onboard new clients and ensure a smooth transition
  • Focus on client retention by building strong relationships
  • Upsell existing clients to additional packages and services
  • Conduct monthly check-ins with clients to address needs and provide updates
  • Develop and document processes and training materials in Confluence, including step-by-step daily tasks
  • Review new websites and collaborate with the Development team to identify and resolve errors
  • Provide specialized support to Spanish-speaking clients
  • Approve and review AI-generated posts for Google Business Profile (GBP)
  • Manage and review GBP content for assigned clients, ensuring their packages are maintained effectively

Market Researcher

ITPC SÃO PAULO - INDONESIAN TRADE PROMOTION CENTER
09.2018 - 12.2018
  • Market researcher: Indonesian products and opportunities in the Brazilian market

AIESEC EN COLOMBIA

12.2017 - 02.2018
  • Voluntary for the 'Bomberitos' project in Colombia, which focused on leadership and sustainability education for local children in partnership with local firefighters

P2P Investigation Specialist

BINANCE
09.2022 - 11.2022
  • International Contractor: 2 months assignment as a P2P Crypto Fraud Transaction Analyst

Education

MBA - Investment Management And Cryptocurrencies

Anhanguera São Paulo University
Sao Paulo, Brazil
05.2001 -

MBA - Controlling, Auditing And Compliance

Anhembi Morumbi University
Sao Paulo, Brazil
05.2001 -

Bachelor - International Relations

Anhembi Morumbi University
São Paulo, Sao Paulo, Brazil
05.2001 -

Certificated - CEFR C2 Fluent - English Language

Skill Idiomas
Sao Paulo, Brazil
05.2001 -

Languages

Portuguese
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)

PROJECTS AND FREELANCER JOBS

International Marketing Account Manager at WEB RANK DIGITAL, USA 

SP/PT/EN ACC. MANAGER FOR AMERICAN MARKETING COMPANY AT NORTH CAROLINA (REMOTE TEMP. 3 MONTHS CONTRACTOR FREELANCER)  SEP/2024-NOV/2024

Onboard new clients and ensure a smooth transition while focusing on retention through strong relationships. Upsell services, conduct monthly check-ins, and provide specialized support to Spanish-speaking clients. Document processes in Confluence, review websites for errors with the Dev team, and manage Google Business Profile content, including approving AI-generated posts.


P2P Investigation Specialist BINANCE 

International Temp Contractor (Remote 2 months assignment)  P2P Crypto Fraud Transaction Analyst. 09/2022 - 11/2022


Guest Speaker at Risk Days Event 

RISK DAYS: MEDIOS DE PAGO - PRÉ ACADEMY EVENT 

Presentation on the topic of payments and financial fraud in Brazil. Conducted in Spanish and featured in the school's online course and videos. 11/2022  


Market Researcher ITPC SÃO PAULO - INDONESIAN TRADE PROMOTION CENTER 

Market researcher: Indonesian products and opportunities in the Brazilian market. (3 months Project 2018)

Software

Microsoft Office package ⊛ G-Suite ⊛ Confluence ⊛ Slack ⊛ Customer IO ⊛ Sift ⊛ Grafana ⊛ Whatsapp ⊛ Zendesk ⊛ Jumio ⊛ IDWall ⊛ Amplitude ⊛ Pipl ⊛ Blockchain ⊛ SalesForce ⊛ HubSpot  ⊛ Moonbase ⊛ LinkedIn Sales Navigator ⊛ Zoho CRM ⊛ Kixie  ⊛ Titan Mail  ⊛ Confluence ⊛ GBP ⊛ Metabase ⊛  Lark

Volunteer

FUNDRAISER - MÉDECINS SANS FRONTIÈRES (MSF) 

Voluntary participation in a fundraising event for Doctors Without Borders in the city of Austin, Texas - USA. 08/2022 - 09/2022 


AIESEC EN COLOMBIA 

Voluntary for the "Bomberitos" project in Colombia, which focused on leadership and sustainability education for local children in partnership with local firefighters. 12/2017 - 02/2018

Courses and Certifications

  • The Google My Business Masterclass (Google Business Profile)

3BUG MEDIA  W. UDEMY 


  • Payment Gateway Models and Strategies

GLOBAL FINTECH ACADEMY 


  • Information Security Certification: Identifying Cyberattacks

ESTÁCIO UNIVERSITY 


  • Fraud and Money Laundering Prevention

FECAP - FOUNDATION SCHOOL OF COMMERCE ÁLVARES PENTEADO UNIVERSITY 


  • Blockchain and Cryptocurrency Explained

UNIVERSITY OF MICHIGAN 


  • Anti-Money Laundering (PLD/AML), KYC and Compliance

(PLD/AML), KYC AND COMPLIANCE 


  • CRM: Customer Relationship Management

AUTÊNTICA PLAY 


  • Distance Learning Course-Cyber Crimes: The Main Risks and Basic Prevention Basics

CIVIL POLICE OF MINAS GERAIS (PCMG) 


  • Business to Business Selling Skills

UDEMY W/ KEN FOWLER 


  • Fraud Prevention and Compliance in Digital Transactions, Documentation and Outsourcing

CAF & FINTECH SCHOOL 


  • Quality Management for Business Excellence

QUALITY GURU INC. 


  • Complete Cryptocurrency Course 2022 - Learn to Invest

UDEMY

Overview

7
7
years of professional experience

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Flora GoisSenior Account Manager/ Business Developer Specialist In LATAM