• Lead a world-class CX organization, recruiting and developing top talent across internal and outsourced teams (BPOs). • Manage CX budget, driving efficient growth while meeting key performance targets. • Build and execute CX improvement strategies, optimizing processes and fostering team collaboration. • Lead cross-functional global projects to amplify the Voice of the Customer across the company. • Drive process and tooling improvements, delivering impactful CX enhancements. • Partner with Site Reliability Engineering to ensure seamless technical support. • Design and update CX training, scripts, and processes to align with product and marketing changes. • Create feedback loops for cross-functional alignment, driving business goals and revenue growth.

• Planning and definition of customer centric strategies to ensure implementation,monitoring, and achievement of OKRs,• Process improvement projects that aim to improve customer experience • Constant and permanent communication with multiple stakeholders to provide strategic inputs in order to collaborate to the business unit goals.•Customer journey analysis and measurement to identify and solve frictions that helps with CSAT, NPS and other customer success metrics improvement. • Communicate outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for all customers.• Build customer journey framework to bring visibility to main stakeholders towards the improvement of customer experience • Contribute in the implementation of Governance structure for the CX business unit to align strategy and KPls, towards improvement of currentNubanks products.Responsible for the Customer excellence Business unit:• In charge of a team of 90 team members within the Business Unit that serve over 3 million customers.• BPO day to day management• Daily monitoring and ownership of main customer excellence KPIs

Supporting the Latin America (LATAM) lines of businesses; assist with business process improvement and managing normal business operations. Call center and third party operations management. Support vendor management initiatives.-Conduct Business restructure initiatives focusing on cost efficiency.-Monitor, Evaluate and Constantly improve Customer Care strategies to reach NPS & CSAT that result in a seamless Customer Experience.-Management of Customer Experience team (1st, 2nd and 3rd level of attention).-Management of Third Party Vendor from performance KPIs to Contract and invoicing. -Collaborate with Risk, Legal, and Program Management teams to create and evolve Costumer Care and program efficiency procedures.-Focus on cost reduction initiatives while ensuring claims handling processes meet all local and regional regulatory requirements and improving the client brand reputation in each country.-Serve as the point of contact for Mobility LATAM operations in each country or client.-Update and continuously develop new knowledge content based on unique country needs.-Interact with the client on IVR functionality, transfer processes, client access for Care operations, country specific adherence of claims adjudication and regulations.-Improvement initiatives of Care operating infrastructure regionally.-Assist local execution and readiness for both planned and unannounced audits.-Assist with monthly audit check-in exercise with each location to ensure audit readiness.

Responsible of ensuring compliance with local and regional real estate and customer experience regulations• Support quarterly auditing by internal and external parties• Manage relationship with BPO vendors to follow up on performance KPIs• Ensure updating of regulatory documentation• Management of the Compliance Analysis team

• Vendor on- site management• Day to day operations ownership• Servicing KPIs and SLAs management ( quality & quantity) • Lead training initiatives• Support on boarding of new partners.• Process improvement & optimization. • IT, Compliance & financial acumen.• Management of 50+ customer service agents.• In charge of Quality assurance monitoring, Action plans implementation, Coaching & Feedback.• Experience in interviewing and hiring new agent staff.

Sales and Customer service compliance (BST)Call center management. KPIs handling and reportingCall center statistics and analysisMIS of operations KPIsCall center budget KPIsTraining and performanceProject implementation and managementQuality assurance follow upPerformance SLAs ownership & management

Workforce management to optimize daily customer service operations Scheduling and forecasting to plan and allocate resources efficiently Call center operations control KPIs daily ownership, analysis and reporting to senior management Onboarding of new employeesWorkforce related Project management Handling of call center reporting and operations management tools such as Citrix Ewfm®, Cms Avaya®, Nice®, etc

•handled calls from customers from US, PR and VI regarding unrecognized/fraudulent transactions in their cards. •set up of disputes / fraud investigations. •customer service.