Victor A. Email and Phone Number
I am a dynamic and accomplished leader with two decades of experience in Customer Service, Credit & Collections for Cardholders and Merchants. I have successfully managed high performing, cross-functional teams, developed new service areas, and migrated processes across regions. I have in-depth knowledge of project management for Back Office and Call Center processes. I am enthusiastic about assembling high performing teams, process improvement, and new product development. I am also a strong Diversity and Inclusion Advocate.Specialties: Strategic Process Management, Project Management, Customer Service, Back Office, Strategic planing , data analysis.
American Express
View- Website:
- americanexpress.com
- Employees:
- 69113
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Acting Director Credit Operations Argentina, Spain, And International Dollar Card:American Express Nov 2019 - PresentBuenos Aires ArgentinaRegional director of Argentina, Spain, and the IDC (International Dollar Card) market. In charge of managing, administrating and overseeing the teams located in Mexico, Spain and Argentina that service those portfolios for spend enablement and risk management. Creating the regional strategy to accomplish business objectives by developing budgets, plans, allocating resources, and results measurements.
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Bank Relations Unit Latin America & Collections Argentina ManagerAmerican Express Oct 2018 - Dec 2019Buenos AiresManager of the operations team in charge of the Premium accounts in IDC (Latin America and the Caribbean) providing both voice and back office services (New Accounts, Credit, Fraud Prevention and account Maintenance) for bank executives and cardholders in three languages (English, Spanish, and Portuguese).As a collection manager, responsible of overseeing all areas of collection, credit and financial reporting of corporate and personal accounts in the Argentine market. Also, responsible for the vendor management process of two external Collection Agencies (MOPC & Balcom) that service American Express.
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Cfn Disputes & Communications ManagerAmerican Express Jul 2017 - Oct 2018Buenos AiresResponsible to drive world class customer service and ensure customer satisfaction for the European and Latin American Dispute process. Also ensure process improvement and drive efficiency through the use of data analytics and project management.Additionally responsible of the organizational communication within the Global Service Network in Argentina.
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Cfn Know Your Customer & Travelers Cheques ManagerAmerican Express Aug 2015 - Jun 2017Buenos AiresResponsible for the process in charge of the idenity verification and anti-money laundering practicess for cardmembers, merchants and corporations. Also responsible for the American Express Travelers Cheques operation including clearance, replacement and dispute management.
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Cfn Corporate ManagerAmerican Express Jan 2014 - Aug 2015Buenos AiresResponsible of the Corporate teams servicing Germany, Austria France and Spain in regards to payment allocations, transaction reconciliation, new accounts set up and maintenance. Responsibilities include the achievement of agreed key performance indicators such as quality, production efficiency and employee engagement. Also in charge of the relationship with the Corporate Business unit (Sales) .
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Cfn Disputes ManagerAmerican Express Feb 2012 - Jan 2014ArgentinaResponsable for the day to day operation of the Latin America Disputes CFN Hub (Customer Fulfillment Network) including Mexico, Argentina, Canada and Caribean teams with specific focus on driving results against performance targets; including Customer Satisfaciton Survey (VOCM), Relationship Care, Productivity, Compliance, Quality, Performance Management and Employee Engagement.
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Customer Experience ManagerAmerican Express Mar 2010 - Feb 2012Responsible for ensuring that the dispute process delivers superior service and competitive differentiation for Cardmembers and Merchants across the world, and that it functions with a robust Control and Compliance process.
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Line Optimization ManagerAmerican Express Feb 2008 - Feb 2010In charge of improving customer experience thru process control, defect elimination and root cause analysis for the back office and telephone service center in Argentina and the Caribbean,
Victor A. Education Details
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Fundacion Universidad De CineFilm Director -
International Relations And Affairs
Frequently Asked Questions about Victor A.
What company does Victor A. work for?
Victor A. works for American Express
What is Victor A.'s role at the current company?
Victor A.'s current role is Credit and Collections Argentina, Spain, and International Dollar Card: at American Express.
What schools did Victor A. attend?
Victor A. attended Fundacion Universidad De Cine, Universidad De Las Américas, A.c..
Who are Victor A.'s colleagues?
Victor A.'s colleagues are Ankita Sharma, Alan Sanchez Gonzalez, Lucia Arezzo, Evelyne Mussini-Tharreau, Andrew Jones, Maria Tanner, Juan Posada.
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