Mauricio

Senior Analyst QA Testing (Anti-money Laundering). This role requires extensive knowledge in AML, process documentation and mapping, proficiency in office suite (excel, Word,PPT ext…) and data management (power BI) as well as QA testing methodology and project management. It also requires leadership experience and coaching for managing and developing junior analysts . I won the award for best of the best (recognition given to top 1% of employees) in 2024 and was very consistent in testing accuracy and the results all around from my team as a whole. I helped develop and build the department from the ground up and is now a very solid and robust program with an efficient and effective process.

Customer service Team Lead. Responsible for leading a team of 12-15 customer service representatives with the purpose of delivering the best in class service to Scotiabank Canadian banking clients. The role requires proficiency and experience in coaching and development, time management to balance administrative tasks and meetings with activities that drive team performance, customer escalation calls and compliance monitoring. I was awarded Best of the best 2 years in a row (top 1% best performers of the company) in 2016-2017. Competencies: Customer focus, coaching and development talent, data and reporting skills, results focused.

Operations Supervisor - Responsible for leading a team of 18 customer support and technical support representatives for the sprint client account in Teleperformance. This role requires coaching, team building, time management and customer focus to provide great service with tailored advice and solutions to Sprint customers as well as product knowledge and system knowledge to support the representatives in delivering the best service and solutions to customers. My results focus and ability to develop my employees to achieve performance goals and develop skills for personal development was key in being a top performer month after month and was a motivational tool for the team (coaching and development drives motivation).