Team Lead Middle Office Confirming

• Feb 2023 - Present

• May 2019 - Present

Global Cash & Confirming Operations▪ Operational processes documentation (TOMs) and creation of digital knowledgebase▪ Monitoring team performance and knowledgment to ensure SLAs and KPIs are met▪ Presenting Product Performance Metrics in Executive weekly meetings▪ Creation and priorization of backlog aimed to improve softwares used by employees and by customers. Follow up during refinement sessions and Sprint Reviews▪ Contingency Planning Coordinator Show less

• Oct 2017 - Apr 2019

Client Services (CS) and Supplier Contact Centre (SCC)▪ Created and delivered video conference presentations in EN/ES/IT of the Santander Global SCF program to the companies interested in joining▪ Explained the financial conditions of the program based on customized calculations. Improved Excel formulas in the financial calculator tool to include a wider variety of financing conditions scenarios▪ Ensured the format of the documents provided by the clients complied with the AML requirements. Translated the relevant parts of the documents; prepared and uploaded KYC cases to Salesforce▪ Managed suppliers’ and clients’ queries regarding invoices/nettings and SCF operations; coordinated interdepartmental actions to solve payment issues▪ Created and delivered presentations of the workflow and functions of the SC team to the Santander NY delegations and new teams▪ Received training as the only SC representative with regards to Santander SCF agreement terms and conditions according to Spanish and NY LawsTranslation and Language Proficiency Interviews▪ Translated and reviewed sections of SCF agreements EN/IT<>ES▪ Translated KYC requirements in Demica EN<>IT▪ Translated and recorded the phone switchboard guide ES/EN<>IT▪ Translated SCF email invites and presentation slides EN<>IT/ES▪ Interviewed new candidates to assess their EN/IT proficiency levelProgram Configuration through CRM software▪ Received training sessions as the only SC representative about the Demica platform from London-based Demica representatives▪ Trained three Santander departments on Demica and assigned individual level percentage score▪ Wrote a simplified Demica operational manual in EN for internal use▪ Configured programs in Dynamics and linked them to Demica in order to send customized invitations for clients to be able to join Santander SCF program and upload their KYC documents directly on to the onboarding platform Show less

• Mar 2017 - Aug 2017

▪ Solved problems preventing the confirmation of urgent booking requests via collaborating with car rental suppliers from 163 countries in EN/ES/IT▪ Searched and offered last-minute booking alternatives in Asia and Eastern Europe to those customers whose booking requests had been declined within 48 hours from pick-up▪ Decided in seconds whether to charge or not customers for last-minute online booking requests, after assessing the risks of those requests not being eventually confirmed by suppliers and the probabilities of finding alternatives▪ Cancelled bookings and decided whether issuing refunds, depending on the case Show less

• Apr 2016 - Mar 2017

▪ Assisted EN/SP/IT speaking customers over the phone, via email and live chat to find their ideal trip package in 163 countries and always adapted to their budget▪ Advised customers on travel insurance and on border-crossing and winter tire legislation of the country of travel▪ Booked last-minute alternatives when customers had booked online trips with inappropriate insurance cover and could not pick up the car rented▪ Decided if refund was due case by case▪ Received brilliant feedback from customers both via email and in Customer Satisfaction surveys, at the same time meeting all of the business targets that were reviewed by the team manager on a monthly basis▪ Provided training and coaching sessions to new employees Show less

Public Services Interpreter

• Jul 2015 - Aug 2017

Bilateral and consecutive interpreting and sight translation_ IT/ES <> EN ▪ Disciplinary sessions for the professional development and the linguistic integration of immigrant nurses ▪ Medical appointments: mediator between ES and IT speaking patients and EN speaking GPs and geneticist, physicians, dermatologists, gynaecologists, paediatricians. Sight translated anamnesis of patients Bilateral and consecutive interpreting and sight translation_ IT/ES <> EN ▪ Disciplinary sessions for the professional development and the linguistic integration of immigrant nurses ▪ Medical appointments: mediator between ES and IT speaking patients and EN speaking GPs and geneticist, physicians, dermatologists, gynaecologists, paediatricians. Sight translated anamnesis of patients

Public Services Interpreter

• Jun 2015 - Aug 2017

Bilateral and consecutive interpreting and sight translation_ IT/ES <> EN ▪ Home visits on behalf of city council public officials aimed to verify the requirements to obtain social benefits. Interviewed the applicants and sight translated the case-related documents Bilateral and consecutive interpreting and sight translation_ IT/ES <> EN ▪ Home visits on behalf of city council public officials aimed to verify the requirements to obtain social benefits. Interviewed the applicants and sight translated the case-related documents

Market Research Interviewer

• Jan 2016 - Apr 2016

Conducted CATI surveys in ES and IT, and translated answers to open-ended survey questions into EN. Cross-cultural and qualitative researches in the building construction and automotive paint sectors. Proofreading of IT survey scripts and survey invitation emails. Conducted CATI surveys in ES and IT, and translated answers to open-ended survey questions into EN. Cross-cultural and qualitative researches in the building construction and automotive paint sectors. Proofreading of IT survey scripts and survey invitation emails.