Lilian Guarnieri

Customer facing on chats and phone (N26 is a “mobile” bank); Dealing with sensitive data according to GDPR and safety procedures (2FA); Handling processes like Chargeback, Card Dispute and Payment Investigations; Actively defeating FinCrime; Led upcoming issues reports in order to improve process of UK market closing; 100% of SAT (client satisfaction evaluation) in the last 3 months.

Managing projects such as events and campaigns within the Creative department in coordination with BIZ-DEV and the top management; Standardizing procedures to multiple departments: Creative, Events, Business Development and Client Service; Briefing and overseeing worldwide events as News Xchange (Edinburgh-2018), Cabsat (Dubai-2019), DIS (Berlin-2019), SIP Connect (Miami-2019) Salesforce implementation ...

Managed general operations of the Dublin bureau, reporting directly to the CEO; Handled with confidentiality information in different levels of the group; Implemented KPIs and tools to improve the office workflow, enabling social media data collection, performance analysis & scalability. The same workflow was implemented in Moscow and London offices; Managed and negotiated staff contracts terms, ensuring a win-win employment agreement; Procurement & supply management.

B2B Executive Account management; Developed trustful relationship with high executives of big-sized companies & multinational; Managed events for international tradeshows; Copywriting for websites, brochures, Social Medias and ad campaigns; Oversee of outsourced partners: printers, medias, souvenirs, video agency, 3D sketches, booth, model agency, photographers and video makers. ...

Copywriting since political breaking news stories, under high pressure, with real time constraints until sensitive profile stories, with immersion in the character world; Delivered full coverage of Brazil’s 2010 general elections, with on-the-ground interviews and live links updates; Interviewed authorities as councilman, majors, deputies, governators, party leaderships and entrepreneurs, where I built a consistent network.

MBA - Corporate Communications Management

Social Communication - Journalismo