Andrew Moraes

Background

About Andrew Moraes

I’m a professional with extensive experience in Customer Service (CS) and Customer Experience (CX), with a solid background in industries like Banking, Sports Streaming Platforms, and Betting companies, always with a focus on leadership. Throughout my career, I’ve gained new knowledge, faced challenges, driven market expansions, and worked on improving processes and delivering excellence in customer experience, as well as in motivating and developing the teams I’ve led. I began my career at Itaú as a Corporate Banking Manager, where I managed a portfolio of business clients, offering personalized financial solutions and building long-term relationships based on trust, results, and positive financial returns. In this role, I optimized investment performance and customer satisfaction, always aiming for results for both: bank and customers. After, I joined DAZN, a sports streaming platform, where I gained valuable insights into the digital market and consumer behavior. However, it was at Kaizen Gaming where my career truly flourished. I was promoted four times in two years, reflecting my commitment and the trust my leaders placed in me, along with the leadership opportunities I had. At Kaizen Gaming, I led market expansions in countries like Colombia, Argentina, and Ontario, requiring quick adaptation and strategic thinking. I also served as a Customer Lens Ambassador, ensuring that customer needs were prioritized in company decisions. In addition, I managed high-performing teams and was recognized for creating teams that exceeded goals and achieved outstanding results. I also contributed to process implementation and design, optimizing internal workflows for better operational efficiency. My experience also includes managing areas such as Responsible Gaming, Backoffice, DPO, and BPO Implementation, always ensuring high regulatory and operational standards. My time at Kaizen Gaming gave me a strategic view of the betting industry, with a strong focus on customer experience, and I played a direct role in the company’s growth in a highly competitive sector. Throughout my career, I’ve learned that success is about understanding customer needs, optimizing processes, and leading teams with motivation and focus on results. I’m always seeking new challenges and ways to continue learning and positively impacting the companies I work with.