Cindy Murillo Email & Phone Number

Costa Rica

• coordinate and execute on all components of the Risk Management Framework;• partner with various departments to track and monitor implementation of new or changed laws and regulations;• promote a strong Risk and Compliance culture through creative branding and awareness campaigns;• maintain processes to ensure proper implementation of the Policy Management Framework;• maintain the annual Compliance training schedule ensuring timely deployment of Compliance training courses;• assist with managing issuer audits, regulatory exams, and internal audit requests;• prepare custom reports and presentations for the Chief Risk and Compliance Officer, Senior Management, and various committees;• supervise a small team of junior Risk & Compliance staff; and• perform other Risk and Compliance services and projects as appropriate.

San José, Costa Rica

• execute on all components of the Risk Management Framework;• track and monitors the Legislative and Regulatory Change Management program;• coordinate creative branding and awareness campaigns, promoting a strong Risk and Compliance culture;• maintain processes to ensure proper implementation of the Policy Management Framework; • review and develops mandatory Risk and Compliance training;• assist with managing issuer audits, regulatory exams, and internal audit requests;• prepare custom reports and presentations for the Chief Risk and Compliance Officer, Senior Management, and various committees; and• perform other Risk and Compliance services and projects as appropriate.

Costa Rica

o Manage the operation and admin tasks for a team of 6 specialists.o Manage performance to assure high quality, efficiency, and productivity towards a good customer experience.o Guided/trained team members, setting strategy and monitoring progress towards goals.o Assisted with operational reports related to SLA, Quality evaluations, capacity plans so that stakeholders and clients can have better visibility and understanding of the department needs and coverage plans.

Costa Rica

o In charge of documentation updates in employees’ procedural handbooks. o Monthly international (Vilnius Lithuania) calibration calls with management for approvals, standardizing procedures, and gathering feedback for guideline documentations. o Constant floor support regarding payments services at all levels (stakeholders, peers, regional teams).o Trained around 30 employees with internal operational topics to adapt WU WAY model. o Trained QA team in Compliance Offline Screenings.o Daily Service Level Agreement reports to understand departments KPIs efficiency and areas of improvemento Implementation of standard works for the whole operation to align and standardize the way we work.o Coaching peers in feedback sessions while assisting as back up supervisor for three months.o New hires started with Handling Time of 600 sec, we decreased the average to 85-90 sec for 3 months so operational target could be achieved. o Weekly feedback sessions for improvement.o Managed administrative requests for the whole team.o Assisted training the team for continues improvement. o Took ownership and provided full virtual training for two new hires for 1 month.o Provided virtual cross training to accounting peers to help us cover critical volumes.

Costa Rica

Sykes Latin America, Customer Service rep, Hatillo AT&T Mobility • Customer Service and Tech Support• Sales Representative• Leap program graduation• Worked as official trainer and FSR (full time floor Support)

Costa Rica

Sykes Latin America, Customer Service rep, Hatillo Bank of America Credit Card department• Customer Service in Banking Credit Cards• Team Manager back up• New hires official coach and floor SME

Bachelor'S Degree, Language Interpretation And Translation

High School Diploma, Bachiller Educacion Media

Activities and Societies: Besides it, I attended INA and was certified in the following: • English Executive, (+95%) INA (2 years) •.