• Continuous evaluation of individual cases, with close attention to behavioural indicators, vulnerabilities, and situations requiring further follow up. • Detailed review of client histories and interactions, identifying patterns, behavioural shifts, and signs that required guidance or appropriate escalation. • Managing conversations in sensitive or complex contexts, applying active listening, clear communication, and a responsible, empathetic approach focused on protection and well being. • Leading review meetings for high-complexity cases, presenting structured assessments, well supported recommendations, and complete documentation. • Handling client requests, complaints, and formal submissions, ensuring accurate processing, proper documentation, and timely responses. • Preparing detailed technical reports and maintaining case records in accordance with audit, governance, and internal control requirements.

• Strategic role focused on client engagement, stakeholder coordination, and support for regulatory and procedural activities. • Analysis and follow-up of individual cases, identifying behavioural trends, risk indicators, and the need for appropriate intervention. • Conducting institutional meetings and direct client interactions, managing formal requests and complaints with an ethical, empathetic, and solution-oriented approach. • Supporting mediation and conflict-resolution processes, contributing to decisions aligned with established standards and best practices. • Producing technical reports and formal records to support audits, internal controls, and informed decision-making.

• Conducted organizational diagnostics and developed HR policies focused on talent retention and development. • Responsible for HR subprocesses including recruitment, job evaluation, job design, competency-based interviews, and dismissals. • Participated in strategic HR planning, succession plans, performance evaluations, functional adjustments, and retirement support. • Delivered trainings and group dynamics. • Managed headhunting and supported decisions on job profiles.

• Managed full recruitment processes for operational, technical, and managerial positions. • Administered psychological testing and issued technical reports. • Led group dynamics and onboarding training. • Provided HR services for companies of all sizes.

POSTGRADUATE IN HUMAN RESOURCES – STRUCTURES AND PROCESSES INTEGRATED INTO BUSINESS

B.I International

2013 - 2014