Daniel Mondragon Email & Phone Number

Mexico City, Mexico

Mexico City, Mexico

Led the Partner Program Office to provide global governance regarding the end-to-end lifecycle of financial service providers and third parties such as digital assets, crypto exchangers, and white-label partners, among other fintech partnerships since the onboarding stage, ongoing oversight, till the closeout of the business relationship.

Mexico City

Spearheaded global projects to strengthen the AML compliance program and ensure adherence to regulatory requirements within the SWB Agreement and the FTC/DOJ Settlement, allowing for business continuity and process improvement, impacting over 500K points of sale while generating savings and efficiencies equivalent to more than $20M.

Mexico City

Coordinated cross-functional endeavors including compliance, operations, business, technology, commercial partners, and third-party vendors to build the strategy around the recent regulatory requirements derived from the Settlement with the State of Arizona to strengthen the AML program in Mexico and USA points of sale. Developed project management plans, measures of success, and the communication path to deliver documented, auditable, and traceable progress evidence to secure an initial $5M in potential penalties from regulators. Organized logistics for 1.6K points of sale, 100+ direct stakeholders, and 15 business partners in scope.

Mexico City

Managed customer and business partner support-oriented lines of business for large principal amount money transfers, market intelligence, service delivery, operational readiness, and handling 30K inbound and outbound monthly requests while meeting service level agreements above 85%. Coordinated 20+ projects to migrate call volume within service centers and ensure business continuity of third-party vendors and lines of business during peak seasons, consistently delivering projects 5% ahead of time, within budget, and contributing to conversion rates above 80%.

Mexico City

Supervised bilingual lines of businesses related to billing, sales, and tech support for Time Warner Cable customers. Led front-line and back-office team units, while ensuring business continuity, redundancy, customer satisfaction, quality, sales conversion rates, and operational metrics adherence to absorb the incoming monthly volume of 100K calls, meeting a service level agreement above 80%, quality assurance score above 90%, an improved 10% of average handling time, and a sustained occupancy above 90%.