Fintech Specialist at Deel

>Provided timely and accurate support to clients, contractors, and internal teams regarding payments, invoices, and transaction status. >Acted as a liaison between Deel and external payment service providers to investigate and resolve payment discrepancies or delays. >Assisted with reconciliation and validation of payment data to ensure accuracy and compliance with internal and external financial regulations. >Collaborated cross-functionally with Finance, Operations, and Customer Success teams to optimize payment workflows and improve the client experience. >Documented processes, common issues, and solutions to streamline future support and enhance team efficiency.

Bilingual Agent - Modsquad - Remote at Modsquad

> Providing support through the web messaging channel, assisting users with inquiries, troubleshooting issues, and ensuring a seamless experience. > delivering high-quality service, maintaining brand guidelines, and enhancing customer satisfaction through clear and effective communication.

Team Leader - Wise campaign - On-site at TaskUs

>Heading a team of 15 staff members to comply with the determined metrics, directly reporting to the campaign’s Operations Manager. >Team management working alongside the QA department including accountability for the team’s performance and KPIs, attendance, and well-being involving weekly one-to-one coaching sessions and side-by-sides to improve job performance. >Successful implementation of a Performance Improvement Plan followed by an increase in the performance of the team by 12% in a month, ensuring a positive customer experience. >Responsible for the monitoring and completion of the campaign’s key metrics related to attrition, shrinkage, and quality. >Outstanding implementation of the coaching methodology that led to positive feedback from both the managed team members and senior management. >Contribution to the data collection for the weekly and monthly business review.

Bilingual Agent - Venmo campaign - Remote at Foundever

>Adhered to company policies and scripts to consistently achieve call-time and quality standards for Venmo campaign in the United States. >Assisted customers by answering questions and responding to inquiries through emails, calls, and chats, in both English and Spanish languages, achieving the set KPIs. >Compiled status and performance reports for team leaders to address company’s strengths and weaknesses.