Lucas Veiga

Experience

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  Achieve Languages by Oxford

  Nov 2015 - May 2016

  English Instructor
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  CBRE

  Apr 2017 - Jun 2017

  Administrative Assistant

  Property Management

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  Stone

  Jun 2017 - Jul 2021

  Stone (NASDAQ-listed) is one of Brazil's first unicorns and a leading fintech company that integrates payment methods, banking, and software into innovative solutions for SMBs and large businesses.Credit ProductCustomer Support & Operations- Structured Customer Support back-office operations on Salesforce, designing workflows between customer-facing teams, and developing training programs and documentation to enhance customer support efficiency.- Applied manual process mining techniques by observing customer interactions to identify inefficiencies and optimize workflows.- Managed and executed operational processes manually to support and validate workflows before automation, ensuring efficiency, accuracy, and scalability in a fast-paced environment.- Managed the Customer Support back-office, addressing urgent and unforeseen client issues while collaborating with cross-functional teams to deliver effective solutions.- Partnered with Business, Risk, Legal, and Ombudsman teams to streamline processes and resolve complex client issues - lead $200K in savings through fraud prevention.Product Development- Monitored product malfunctions and worked closely with Product and Engineering teams to ensure timely resolution and continuous improvement.- Performed activities to support the functioning of the product from its MVP to its ongoing development, ensuring smooth operations and product stability.- Standardized activities in compliance with SOX regulations, ensuring adherence to governance and operational best practices. Show less POS Logistics - Last-Mile OperationsCustomer Success & Operations- Drove last-mile logistics efficiency by monitoring and addressing issues in collaboration with Customer Success and Sales teams, increasing 1-day SLA fulfillment by 15%.- Managed the logistics back-office, resolving urgent and unforeseen client issues while working with cross-functional teams to implement effective solutions.- Developed training programs and materials for customer-facing teams, educating them on best practices for logistics-related processes.- Supported the logistics field operations team, handling POS normalization, resolving localization issues, and providing technical support.- Monitored POS software updates, ensuring smooth operations and reducing service time for one-off technical issues.- Acted as a liaison with clients to schedule and coordinate logistics services efficiently. Show less

  • Product & Business Operations | Credit

    Dec 2019 - Jul 2021

  • Business Operations | Logistics

    Jun 2017 - Dec 2019
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  Belvo

  Aug 2021 - Sept 2023

  Product & Business Operations | Open Finance

  Belvo (Y Combinator) is the Plaid of LATAM. It has built the market's most far-reaching Open Banking and Open Finance API platform, standardizing financial data aggregation, enrichment, and payments across Latin America.At Belvo, I was responsible for strategic execution and operational structuring during the company’s early-stage development and the rollout of Open Finance regulations in Brazil. I managed the implementation of Banking Data Aggregation and Payment Initiation products, transitioning from a non-regulated (web-scraping) model to a regulated one. This involved close collaboration with the Central Bank, TTPs, and ASPSPs to support the standardization of the Open Finance ecosystem. My work focused on continuous improvement, leveraging strategic partnerships and structured feedback loops to deliver value to both Belvo and the broader financial ecosystem.● Reported to the Country Manager, Head of Product, and CEO, driving Brazil's strategy and leading operations. ● Led product discovery and market research, identifying key bank connections, data points, and regulatory requirements.● Collaborated with strategic partners, including Nubank, Santander, Experian, and the Central Bank of Brazil, to drive regulatory and quality advancements, resulting in a 20% improvement in payment initiation conversion. ● Partnered with CS teams to disseminate internal and external knowledge, streamline client onboarding, address bugs, and manage feedback loops.● Collaborated with Engineering teams to maintain technical documentation, define feature specs, troubleshoot, manage backlog, and ensure API quality assurance. Show less

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  Hilti Italia

  Apr 2024 - Sept 2024

  Regional Project Support

  Assisted in optimizing Sales team performance through change management initiatives, leveraging Salesforce to implement a data-driven, sales-opportunity-focused approach, track adoption progress, and deliver stakeholder-facing materials to drive feature adoption.

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  Sorgenia

  Oct 2024 - now

  Business Intelligence

  Design and develop dynamic dashboards using Qlik Sense, collaborating with stakeholders through discovery sessions to identify key metrics, understand business objectives, and deliver customized analytics solutions aligned with their specific needs.