Mariana Serra Rodrigues
Resumo do currículo
Adaptable and resilient professional with experience in Card Operations, team leadership, SLA management, and process improvement. Strong knowledge of Visa regulations, card dispute resolution, transaction investigations, and operational problem-solving. Proven ability to work under pressure, meet deadlines, and drive service excellence.
Visão geral
3
3
Languages
7
7
years of post-secondary education
11
11
years of professional experience
Experiência profissional
PTSB (Bank)
Assistant Manager
Dublin
2024.01 - 2026.10
- Lead three Card Operations teams, ensuring SLA compliance.
- Manage eight team members, including performance, workload, and development.
- Oversee two third-party providers and service performance.
- Improve processes, efficiency, and customer satisfaction.
- Liaise with stakeholders, senior management, and ExCo.
- Ensure compliance with Central Bank of Ireland regulations.
PTSB (Bank)
Administration Assistant
Dublin
2022.06 - 2023.12
- Investigate customer transactions and process disputes and refunds.
- Reconcile internal accounts and allocate transactions to customer accounts.
- Train team members across operational tasks.
- Perform ATM balancing and ensure regulatory compliance.
Exela Technologies
Processing Clerk
Dublin
2019.10 - 2022.06
- Process domestic and international cheque collections within SLAs.
- Initiate foreign bank payment requests and manage incoming collections.
- Handle customer and international bank queries via SWIFT Alliance.
- Investigate payment discrepancies and reconcile accounts using FIS and IntelliMatch.
- Train colleagues on systems and operational procedures.
Grainz – Produtos Alimentares Lda.
Administrative Assistant (internship)
Proenca-a-Nova
2016.11 - 2017.03
- Researching, setup and attend meetings for new customers and suppliers;
- Filling out legal import and export documentation;
- Establishing communication between administration and the factory;
- Office maintenance.
Twintex
Client Manager (internship)
Fundão
2016.03 - 2016.06
- Processing and translation of the customer's requests to the designers;
- Communicate with clients in order to meet their expectation and guarantee the desired final product.
Formação académica
Lean Six Sigma -
DublinAPA - Loans
IOB
Dublin 2023.09 - 2023.01
Master - International Relations
University of Beira Interior
Covilha 2014.09 - 2018.11
Graduate - Political Science and International Relations
University of Beira Interior
Covilha 2011.09 - 2014.06
Competências
- TSYS (FIS)
- Unibanks/Riposte (internal account database for data storage and payment processing)
- Zarion
- Visa/Mastercard
- Swift Alliance
- Intellimatch (FIS)
- Microsoft Office (Excel, Access, Word, Power Point, One Note, Teams, One Drive)
- StorQM
- ControlIQ/Prime19 (Workforce management systems)
- SQL (basic analysis)
LANGUAGES
Portuguese
Língua materna
English: fluent
Proficiente
Spanish: basic
Intermédio
OTHER INFORMATIONS
Driver's licence B
Cronologia
PTSB (Bank)
Assistant Manager
2024.01 - 2026.10
APA - Loans
IOB
2023.09 - 2023.01
PTSB (Bank)
Administration Assistant
2022.06 - 2023.12
Exela Technologies
Processing Clerk
2019.10 - 2022.06
Grainz – Produtos Alimentares Lda.
Administrative Assistant (internship)
2016.11 - 2017.03
Twintex
Client Manager (internship)
2016.03 - 2016.06
Master - International Relations
University of Beira Interior
2014.09 - 2018.11
Graduate - Political Science and International Relations
University of Beira Interior
2011.09 - 2014.06