Responsible for overseeing client accounts, providing expert consulting in Operations, and offering guidance in Marketing and Sales, conduct audits, create action plans, and engage with C-suite stakeholders to drive business outcomes. The role demands strong relationship management skills, including maintaining high client satisfaction and proactively identifying opportunities for upselling.

Create stories, report analysis, and test and manage new digital products to identify defects before production release (UAT). Coordinate production testing and vendor management.*Identified over 50 bugs in the US Wallet project, enhancing user experience for a key company product, and contributed to improvements in other important projects such as 3D Secure implementation (3DS), Visa AFT, ApplePay and GooglePay in Europe.*Enhanced vendor management protocols, leading to a 20% improvement in vendor response times and collaboration efficiency.*Recognized for outstanding analytical skills, which significantly contributed to the early identification and mitigation of potential product defects.

Maintain QA standards and promote operational innovation for the digital payment’s operations teams in Costa Rica and Lithuania through audits, SOPs, process improvements, and training, while creating synergies between both teams.*Managed and improved SOPs for both teams to standardize and enhance quality processes. trained multidisciplinary teams on new procedures and developed a calibration program that supported continuous improvement.*Developed and led training sessions for new hires on incident creation and escalation management, improving team efficiency and knowledge retention.*Led cross-functional initiatives that streamlined processes, reducing operational costs by 15% annually. In addition to acting as substitute team leader for the Operations teams.

Organized and updated HR information, like policies and procedures, to ensure it’s easily accessible. Also helped improve the flow of information within the HR team.*Streamlined HR Information Access: Improved the organization of HR resources, reducing the time employees spent searching for critical information by 20% *Successful Collaboration: Workday Tasks, and Letters creation.

Served as a Subject-Matter Expert (SME) responsible for managing and resolving Tier 3 escalations and incident creation, coordinating with various teams including Engineering, Product, Accounting, and related vendors for a prompt resolution.*Resolved over 90% of Tier 3 escalations within SLA, ensuring minimal disruption to payment services and enhancing user satisfaction.*Led the team with the highest number of resolved cases in favor of our customers, achieving a significant reduction in the final percentage of reopened cases.*Recognized as a top performer for consistently meeting and exceeding resolution time targets and service quality standards.

Conducted customer interviews for potential fraud risks, ensuring compliance with AML regulations. Implemented fraud prevention measures and managed risk assessments.*Detected and prevented over $1 million in fraudulent transactions, significantly reducing financial risk to the company.*Achieved a 95% compliance rate in audits related to AML regulations, demonstrating thorough due diligence and effective fraud prevention strategies.*Reduced potential fraud incidents by 25% through rigorous customer interviews and enhanced risk assessment processes.

Responsible for delivering exceptional customer service and support to Match.com platform users, while leading the team to achieve performance metrics, adhere to company policies, and ensure a seamless user experience.*Achieved a 95% customer satisfaction rate by consistently delivering exceptional service and resolving user issues promptly.*Reduced average response time by 30% through the implementation of efficient workflows and best practices.*Successfully managed a team of 15 customer service representatives, ensuring they met or exceeded performance targets consistently.

Collections management for auto loans and credit cards at Fifth Third Bank. Supported team leadership in achieving and maintaining performance metrics, ensuring operational efficiency and goal attainment. *Reduced delinquency rates by 15% through effective follow-ups and payment plans.*Achieved top metrics for three quarters, keeping the team in "green" status.*Streamlined processes, boosting productivity by 25%.

Led payday loan collections at a third-party agency, collaborated as a team leader to meet performance targets, improved operational efficiency, and ensured successful outcomes. *Increased collections recovery rate by 20% through strategic process improvements and more effective customer engagement.*Improved team performance, resulting in a 15% increase in consistently meeting monthly targets.