User Success Specialist and Compliance Process Analyst

Manage user-support cases for a shared carpooling platform serving thousands of active users in Spain. Handle inquiries involving payments, identity verification (KYC), user-data validation, and trip status while maintaining clear and effective communication.

Diagnose trip rejections related to automatic verification rules, mileage limits, GPS issues, and cooldown periods. Use Google Maps to validate routes, guide drivers through MITECO certification requirements, identify fraud patterns, and escalate system issues through Slack.

Document complex cases and compensations in Excel and Google Sheets. Work with Intercom, Metabase, Notion, Slack, and Google Maps, achieving a 96.2% average in internal quality audits, including multiple perfect evaluations.

Performed legal-data analysis, due diligence, document verification, and file management for international regulatory processes involving clients in Canada and Spain. Supported refugee claimant files and applications for Travel Documents, Work Permits, and Permanent Residency under strict IRCC information-integrity requirements.

Improved incident-resolution processes in digital environments and delivered citizen and user support. Achieved an 85% first-contact resolution rate while maintaining customer satisfaction scores above 90%.

Served as an internal consultant to four management departments for maintaining the ISO 9001 Quality Management System. Facilitated diagnostics, reviewed process documentation, and prepared teams for internal and external audits.

Coordinated the Quality Management System continuity plan from 2018 to 2021, helping units retain certification without major nonconformities in third-party surveillance and recertification audits conducted by FONDONORMA.

Also supported organizational coordination and management-control functions, including organizational-structure redesign, SAP R/3 updates affecting more than 400 employees and 2,000 job positions, and monthly KPI reporting for CANTV and Movilnet.

Contributed to institutional organizational-adjustment proposals, including the reorganization and renaming of university units in alignment with Decree No. 2,378 concerning the General Organization of National Public Administration.

Collaborated in defining the organizational structure for a six-month pilot period from June through December 2016. Focused on maintaining functional coherence across training centers and study centers nationwide.

Coordinated the formulation of the Institutional Annual Operating Plan with executing units, aligning physical and financial targets. Led the consolidation of management indicators for core units to support the institution's annual accountability report.

Monitored monthly physical-versus-financial execution of institutional goals, identified deviations, and proposed corrective actions. Validated and uploaded critical planning data into the Nueva Etapa government system, ensuring accurate preliminary budgets and preventing administrative discrepancies.

Bachelor's degree in Administration with a concentration in Information Technology.