Product Success Support

• Sep 2022 - Present

Member Success Lead

• Sep 2021 - May 2022

▪ Responsible for overseeing Member Bank contact center operations, including systems and analytics, identifying and resolving problems; preparing documents, completing action plans. ▪ Drive process improvement and quality assurance programs. ▪ Assistance in managing daily functional workflow assignments, processes to enhance departmental effectiveness including the implementation of new processes, products and services while maintaining quality and service level standards. ▪ Handle escalations tickets from contact center/clients, hearing their concerns, empathizing with the situation, and working towards an agreeable solution with the client. ▪ Ensure that performance metrics are continuously met, and that stellar customer care is provided at all times. ▪ Contact Center performance reports to upper management by collecting, analyzing, and summarizing data and trends. ▪ Ensure support operations are compliant with all departmental and company policies and standards. ▪ Internally working on building Diversity & Inclusion team.

Customer Support

• Mar 2021 - Sep 2021

▪ Customer support related: Support given by mail and chat, focused on resolving issues from general app usage, to specific cryptocurrencies and FIAT transactions, helping users to understand how to use their accounts and to have a better trading experience. ▪ Internal related: Participated on developing the first diversity affinity group. ▪ Customer support related: Support given by mail and chat, focused on resolving issues from general app usage, to specific cryptocurrencies and FIAT transactions, helping users to understand how to use their accounts and to have a better trading experience. ▪ Internal related: Participated on developing the first diversity affinity group.

Customer Experience Analyst (Xpert)

• Sep 2019 - Mar 2021

▪ Customer experience related: Support given by chat, phone, mail and mainly social media for Mexican cardholders, helping them from resolving general product and benefits questions to specific ones that require a deeper account analysis such as bills and transactions. ▪ Internal related: Training and support on billing, transaction and social media processes. Onboarding and Quality analysis team member. ▪ Developed the first diversity affinity group in Nubank Mexico. ▪ Customer experience related: Support given by chat, phone, mail and mainly social media for Mexican cardholders, helping them from resolving general product and benefits questions to specific ones that require a deeper account analysis such as bills and transactions. ▪ Internal related: Training and support on billing, transaction and social media processes. Onboarding and Quality analysis team member. ▪ Developed the first diversity affinity group in Nubank Mexico.

First Line Analyst

• Nov 2017 - Sep 2019

▪ Assistance and resolution via telephone, e-mails and chat for access errors and specific or general use of more than 2000 applications related to technology. ▪ Assistance and resolution via telephone, e-mails and chat for access errors and specific or general use of more than 2000 applications related to technology.

Account Manager

• Jul 2017 - Oct 2017

▪ Contact and closing of contracts with new partners for the platform, giving pre-launch tracking in new cities (expansion), as well as post-closure support in administrative and control tasks for the correct activation of restaurants, involving virtual and remote processes. ▪ Contact and closing of contracts with new partners for the platform, giving pre-launch tracking in new cities (expansion), as well as post-closure support in administrative and control tasks for the correct activation of restaurants, involving virtual and remote processes.

Guía Vacacional - Auditor

• Jun 2014 - Jun 2016

▪ Booking of holiday weeks and Customer Service for the Palace Premier and Legendary Preferred Destinations clubs (Palace Resorts and Hard Rock Hotels hotel chains). ▪ Verification and monitoring of discrepancies in the entry of reservations to the system and direct contact with partners when required, in order to provide an additional service and ensure that the information entered is correct before customer´s arrival. ▪ Follow-ups' assignment to vacation agents for correction and proper application in the system. ▪ Relocation and follow-up to clients due to the postponement in opening of new Palace Resorts property located in Jamaica.

Team Leader & Team Member Intercambios Entrantes (ICX GCDP) - AIESEC UNAM

• Mar 2012 - Jul 2012

Director de Intercambios Entrantes (LCVP ICX)

• 2010 - 2011

▪ Management of requested processes for young foreigners to come and perform professional activities in Mexico as part of their integral development experience. ▪ Project management: From development to sales, profiles selection process, advice and support on migratory procedures, customer service and budget management, up to 13 members in charge, training. ▪ Sharing and implementation of global and national strategies and results at the local level. ▪ Management of requested processes for young foreigners to come and perform professional activities in Mexico as part of their integral development experience. ▪ Project management: From development to sales, profiles selection process, advice and support on migratory procedures, customer service and budget management, up to 13 members in charge, training. ▪ Sharing and implementation of global and national strategies and results at the local level.