Lineth Azofeifa Email & Phone Number

San Jose, Costa Rica

-Conducting research and analysis of complex, critical issues concerning the patterns and trends associated with money laundering and any other potential risks related to Western Union transactions;-Providing procedure reinforcements through calibration sessions, determining quality assurance standards, constantly recognizing quality trends and additional needs; -Performing in-depth evaluations of FRM and FIU cases, as well as program reviews conducted by the Global Agent Oversight and the Global Field Support teams to ensure that the required Compliance procedures are indeed met;-Following Desk Reference Guidance (DRG) to assure that the analysts are completing their tasks correctly.-Ability to make decisions based on DRGs and guidance with high level of autonomy .- Detailed examination of the documentation of the interviews performed, the quality of supporting documents, and any related cases to assess the knowledge and assure adherence to required procedures.-Continuous process standardization and optimization.-Active participation in projects.-Hosting calibrations to provide monthly results and reinforcement areas in order to assure alignment of processes.

Costa Rica

-In charge of performing in-depth evaluations of program reviews conducted by the Global Agent Oversight and the Global Field Support teams.- Detailed examination of the documentation of the interviews performed, the quality of supporting documents, and any related cases to assess the knowledge.-Continuous process standardization and optimization.-Active participation in projects.

-Perform quality assurance audits utilizing a wide variety of research tools, systems and criteria-Implementation of QA initiatives-Assistance in Data Analysis-Active participation in projects - Change agent role in the internal Lean Deployment -Implementation of actions in collaboration with Stakeholders in order to guarantee customer satisfaction and process adherence -Active participation in Global initiatives -Responsible for hosting global calibration sessions -Continuos process standardization and optimization

Costa Rica

-Supervision and coordination of Tier 1 employees -Participation in Project Development-Standardization of key procedures-Data Analysis and Report development -In charge of second level escalations- In charge of completing Tier 1 evaluations (active internal QA role) and leading projects to improve Tier 1 QA scores. - Constant interaction/communication with the different organization levels-In charge of equipment orders’ releasing

Costa Rica

Technical Support Customer Service top performer, always eager to learn and looking forward to streamline procedures by being innovative. In charge of troubleshooting Hypercom machines, printers and scanners (Software and Hardware issues). Often assisted with internal projects.

Responsible of facilitating tutoring workshops and academic support sessions for individual students. In charge of reviewing class material and assignments to provide feedback and a learning experience that helps the student acquire the necessary understanding of the subject.

Costa Rica

Metlife Dental customer service representative, insurance specifications and benefits were delivered to customers in the U.S. Also worked as QA coach as part of a project that assured procedure adherence among all Metlife Dental Customer Service representatives.

San Ignacio, Acosta, San Jose Cr

Facilitated English lessons to focus groups of Students. Reviewed class materials with students by addressing the lessons and related assignations. Prepared lesson plans and learning modules according to the course needs and goals. Developed teaching materials such as handouts, quizzes, exams, and prepared class activities such as presentations and games to keep an interactive course approach. Provided feedback to students to guarantee comprehension of the subject and required correction.