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• Direct Responsible Individual and Point of Contact for Canada, USA, Latin-American and The Caribbean for Care Support to Customers and Agents, including: Agent Support, Technical Support, Money Transfer by Phone, Domestic Telephone Money Transfer, Payments, Dodd Frank Regulation, Prepaid, Social Care and Field/Sales Support. • Responsible for managing all aspects of the Mexico Regional Operations Center, devoted to provide Tier 2 and specialized support to customers and agents from Canada, USA and LACA through different channels (phone, chat, e-mail and Social Media) with a total of 220 employees and 24/7 support .• Make sure general SLA's and Customer perception/requirements are met, not for both site and global LOB’s under my responsibility.• Work together with business, marketing, compliance, legal and other internal departments to make sure CSC operation is aligned to the America's strategy.• Make sure performance is met according to budget plan.• Responsible of Global Social Care.• Interaction with vendors around the globe to meet Service levels.• “Care” Liason with Business, Marketing, Product, sales and technology for America’s products• Certified our Mexico Brand as Great Place to Work.

Responsible for managing all aspects of the site operation devoted to attend customers and agents from USA, LACA and Europe through different channels (phone, chat, e-mail and Social Media) with a total of 220 employess and 24/7 supportMake sure general SLA's and Customer perception/requirements are metWork together with business, marketing, compliance and other internal departments to make sure CSC operation is aligned to the America's strategyMake sure performace is met according to budget plan.Responsible for Vigo and Orlandi Valuta performance at Vendors

Operations management of Money Transfer by Phone, Large Principal Transactions and International Agent Support for both brands Vigo and Orlandi ValutaPoint of contact between the payers and international agents and the business for solving any request and follow up.Verification of transactions to comply with AML and other compliance rules for each country where the service is available.Follow up of outbound campaigns to support Marketing and Finance Initiatives.Analysis and reporting of business and operations performance.

Customers, Users and Distributors Contact Center ManagementTechnical Support in first and second level help desk.Services activation and control (VoIP, 1+, Carriers, Internet, IDC and 800 numbers)VIP Accounts Service