Macarena Vera Email & Phone Number

Spain

Barcelona, Cataluña, España

• Training Needs Analysis:
• Identify skill gaps and learning opportunities through collaboration with stakeholders and performance data
• Align training initiatives with company goals and regulatory requirementsProgram Development and Delivery:
• Design, implement, and deliver effective training programs, ensuring relevance to fintech operations, compliance, and industry standards
• Develop and curate materials, including e-learning content, workshops, and instructional guidesLearning Management System (LMS) Administration (Absorb, Articulate, Rise 360):
• Oversee LMS implementation and maintenance

Barcelona, Cataluña, España

• Created and established the foundation and structure of the OPS Training Department, including designing processes and workflows to ensure effective training delivery for a team of 100+ employees.
• Developed and curated 70+ informative, dynamic, and effective training materials for the OPS department, drawing upon a wide range of expertise and up-to-date information.
• Maintained and updated concise policies and procedures, ensuring alignment with regulatory requirements and industry best practices.
• Proactively monitor the frequency of refresh training sessions and ensure all yearly training programs are up to date with current regulatory frameworks and compliance standards.
• Conducted 200+ training sessions and identified areas of improvement through regular assessments, provided constructive feedback, and implemented targeted training modules using the Test-Teach-Test methodology.
• Updated, maintained, and monitored training records to ensure accurate and efficient data retrieval during audits or compliance checks.

Barcelona, Cataluña, España

• Lead and manage a team of KYC Analysts, setting performance standards and goals and providing coaching and feedback as needed.
• Monitor and manage operational metrics on performance, ensuring quality, productivity, and service levels to our customers.
• Develop and maintain relationships with key stakeholders, proactively identifying and resolving operational issues.
• Participate in the hiring, training, and development of KYC Analysts, ensuring they are equipped with the skills and knowledge needed to deliver exceptional performance.
• Collaborate with cross-functional teams, including product operations, product management, customer operations, and customer success, to resolve customer issues and improve customer experience.
• Conduct regular 1:1s with direct reports, and guide them on performance, quality and career opportunities.

Barcelona, Cataluña, España

Fourthline helps banks & financial institutions mitigate risk & fraud by powering digital KYC solutions.

Barcelona Y Alrededores, España

Part of the Barcelona based team responsible for further enhancing the digital onboarding solution of Safened. SAFENED’s platform is powered by advanced machine learning algorithms and is used by its partners to identify customers, increase trust and prevent fraud.

Barcelona Y Alrededores, España

• Provide coaching and guidance to drive continuous improvements within the team.
• Implement and enforce company policies and procedures, effectively setting priorities to ensure compliance.
• Ensure high quality standards and productivity levels are maintained within the team.
• Monitor and track performance metrics, taking proactive measures to address underperformance and develop improvement plans.
• Maintain accurate records of performance, productivity, and attendance data.
• Motivate and lead the team to achieve key performance indicators (KPIs) and targets.

Barcelona Y Alrededores, España

Customer service agent working for a new recent project, Booking.com, as an external supportive call center for the company.

Barcelona Y Alrededores, España

Internship to support the graphic design department in charge of making sure every single order is sent to be produced with the maximum possible quality.

Barcelona Y Alrededores, España

Barcelona Y Alrededores, España

Customer support for client collecting carsControl and supervision of cars conditions when drop offCheck in/Check out vehicles

Birmingham, Reino Unido

Málaga Y Alrededores, España

Creatividad Integral

Publicidad Y Relaciones Públicas

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First Certificate In English

Education record