Jonathan Chavez Email & Phone Number

Tijuana, Baja California, México

Tijuana, Baja California, México

-Management of Back-office operations: Fraud Prevention (Retail and Online), Compliance Operation(KYC), Policies and Procedures, Consumer Protection (Dodd-Frank), and Policies and Procedures.-Review, create, and amend policies and procedures front office and back office, to ensurecompliance with Federal and State US regulations.·Responsible for answering US Federal, State, or Internal Audit Reviews, and presenting audit findingsto executive management, resulting in the… Show more -Management of Back-office operations: Fraud Prevention (Retail and Online), Compliance Operation(KYC), Policies and Procedures, Consumer Protection (Dodd-Frank), and Policies and Procedures.-Review, create, and amend policies and procedures front office and back office, to ensurecompliance with Federal and State US regulations.·Responsible for answering US Federal, State, or Internal Audit Reviews, and presenting audit findingsto executive management, resulting in the implementation of corrective actions that improvedoperational efficiency and reduced operational risk-Analyzed large amounts of data to find patterns of fraud and anomalies and implemented action plans.-Led the fraud team both (retail and Business Online APP) and presented initiatives to secure newfraud risk tools/solutions (Scoping, Business Case approval, project life cycle).-Created the Methodology of the consumer protection department to resolve consumer complaintswithin the regulation time frame Show less

Tijuana, Baja California, México

-Developed and implemented successful strategies to improve customer satisfaction.-Developed new KPIs to ensure alignment with productivity and Client goals that help the companyachieve BBIs.-Created training manuals and workshops for onboarding and continuous learning of the Customer /technical support specialist.-Oversees a Group of 7 Supervisors and a 100+ staff members.

Tijuana, Baja California, México

-Developed and implemented customer service policies and procedures to improve customer servicequality and efficiency-Monitored customer service metrics to identify areas of improvement and ensure customer servicegoals were met-Oversees a team of 25 customer service representatives, providing training and guidance toensure customer satisfaction and quality service

-Conducted statistical analyses to leverage the results to drive brand decision making ·Presentedtools and recommendations to management and direction.-Conducted statistical analyses to leverage the results to drive brand decision-making and surveydevelopment.-Created understandable reporting to facilitate decision-making.

Tijuana, Baja California, México

-Process implementation and program control.-Help to simplify processes in different department organizations.-Execute the processes of the different departments at the database level for the execution of dailytasks.