Alm ud en a L o p ez

Monitored and analyzed the Knowledge Dashboard to identify training gaps across BPO teams. Detected operational gaps and updated global and regional processes (SOPs). Conducted daily audits of internal and public portals to ensure alignment with global processes. Analyzed base knowledge usage metrics to improve adoption, and designed and implemented training programs (e-learning, live sessions, and CRM scripts). Worked cross-functionally to reduce escalations and enhance first-contact issue resolution.

Monitored and analyzed knowledge dashboards to identify training gaps in BPO teams; detected operational gaps and updated global/regional SOPs. Conducted daily audits across internal and public portals to ensure alignment with global processes, analyzed knowledge-base usage metrics to improve adoption, and designed and implemented training programs (e-learning, live sessions, CRM scripts). Collaborated with cross-functional teams to reduce escalations and improve first-contact resolution.

Provided key account management for vendors and creators. Performed operational performance analysis and root-cause identification, working to reduce violations and improve GMV through strategic consulting. Managed sensitive cases and supported customer experience improvements through pain-point identification and process improvement. Led end-to-end onboarding management for institutional clients, including due diligence analysis (CDD/EDD), regulatory risk assessment, and KYC/AML compliance, with detailed documentation of investigations in internal systems.