Operations leader who builds. 12+ years scaling fraud, BizOps, and marketplace operations at hypergrowth consumer fintech and marketplaces in Latin America. Based in Tampa, FL — open to Director / Head roles in US consumer fintech and marketplaces.
everpaula.github.io/marketplace-ops-toolkit · Open source · MIT
Nine interactive tools for operations leaders running review queues, surge pricing, dispute investigation, workforce planning, logistics forecasting, queue operations command, vendor scorecards, and driver performance ranking. Built because most ops decisions still happen with intuition where the math would settle it.
| Tool | What it solves |
|---|---|
| 🧮 Agent ROI Calculator (V2) | Decide which manual review queues to scale, optimize, or root-cause. V2 adds false positive cost + portfolio allocation. |
| 🛡 BIN Monitoring Detection | Catch BIN-level fraud attacks 30-90 days before chargebacks land. |
| 🗺 Marketplace Surge Simulator (V2) | PID-controlled surge pricing with polygon-level optimization (per-zone, not city average). |
| ⚖️ Chargeback Dispute Investigation Wizard | Walk through a dispute like a senior fraud analyst. 4-6 questions to disposition. |
| 📊 Workforce Forecast Calculator | Quarterly capacity planning made explicit. Volume × complexity × shrinkage × peak. |
| 🚚 Logistics Supply Forecaster (V2) | Translate marketplace forecasts into required couriers, pickers, sortation, and dock capacity. V2 adds day-over-day backlog cascade, two-layer capacity, occupation tracking, and operational levers. |
| 🎯 Queue Operations Command Center | Backlog health (SLA breach countdown, agents needed to recover) integrated with case-level prioritization (risk × age × value). 4 persona presets, 3 reprioritize modes, native modal with substituted formula. |
| 📋 Vendor Performance Scorecard | Rank vendors against weighted multi-dimensional scorecards (on-time, defect, cost, lead time, response). A/B/C tier classification, sensitivity analysis on weights, action recommendations, money-on-the-table math. 4 presets including kit sourcing (overseas mfg), 3PL last-mile, BPO offshore. |
| 🏍 Driver / Courier Performance Scorecard | Rank drivers on weighted performance with tenure-based bias correction so new drivers aren't unfairly penalized by thin data. Four-tier classification (Top / Reliable / Watch / At-Risk), best-gets-first-call simulation, turnover risk surfacing. 4 presets for instant delivery, gig courier, ride-hail, 3PL last-mile. |
I've been the first ops hire at hypergrowth startups five times. The pattern is always the same: walk into operational chaos, document the current state, find the highest-leverage gap with data, build the playbook, scale into it.
The work I'm proudest of:
- 🏗 Scaled logistics from 2 to 400+ hubs in under 3 years across one of the largest LATAM marketplaces — 200x scale on 3x headcount
- 🛡 First fraud hire at a hypergrowth marketplace — cut chargebacks 60% with a production CatBoost model (AUC 0.9883) scaled to multiple regions
- 🌎 Built BizOps frameworks adopted across 8 LATAM countries — delivered 107% of net revenue target on $40M+ P&L
- 📉 Cut chargeback dispute response time 32% while raising fraud detection 28% on 1.5M daily transactions
- 🏭 Led Lean Six Sigma projects delivering $5M+ in audited savings verified by corporate controllership
I grew up working-class in Brazil, started working at 14 to help at home, and came to the US on EB-2 NIW — the immigration category for foreign professionals whose work is in the national interest. Mission-driven operations is personal for me, especially in consumer fintech serving underbanked customers.
Languages
Data & analytics
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AI tooling
Methodology
Domain expertise
- Master Black Belt — Lean Six Sigma
- Dual MBAs — Data Science · Strategic Leadership
- EB-2 NIW — US Permanent Resident
- Trilingual — English · Portuguese · Spanish
- 🇺🇸 Director / Head roles in operations, fraud operations, or business operations
- 🏢 Consumer fintech, marketplaces, payments, on-demand platforms
- 📍 Based in Tampa, FL · open to remote and relocation (Seattle / NYC / SF / Austin / Miami)
- 🤝 Always happy to talk to fellow ops operators and founders
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