Santiago

As a Cybersecurity Analyst, I was responsible for the control and support of the applications used by the bank, including the management of aspecialized module for third party users. My work included participation in the integration of decentralizedapplications with the identity management system (IDM), ensuring an efficient and secure administration of accesses.In addition, I modeled organizational roles derived from changes in the structure of the entity, working in conjunctionwith application administrators to meet their requirements. As part of my commitment to resource optimization, Ifocused on the proper use and value generation of existing solutions, constantly evaluating the cost-benefit ratio ofthe implementations made.

At IntouchCX, I played a key role as a customer service representative for Airbnb, providing support on bookings, cancellations and refunds, as well as resolving technical issues related to the platform. In parallel, I managed performance reporting and KPI analysis, using SQL to extract, analyze and optimize key data, which allowed me to identify opportunities for improvement in service quality.I used Salesforce and SQL queries to document interactions, track cases and optimize response times, ensuring efficient information management. Through the use of structured data and strategic reporting, I was able to improve accuracy in decision making, optimize workflows and contribute to increased customer satisfaction through intelligent information management.

During my time at Webhelp, I was part of the technical support team for Cash App, ensuring efficient data management and process optimization. My responsibility included documenting and analyzing trends in failed transactions, identity verification and account access issues. I used tools such as SAP to track and document incidents, ensuring optimal response times and continuous improvement of the platform, and worked on the implementation of quality control processes, ensuring data accuracy and improved information flows between different teams. In addition, I provided training to new members on best practices in data management and system tools.