I am Diego Alejandro Velázquez Montes, a dedicated professional with extensive experience in KYC operations and customer care within the financial services industry. Over the years, I have developed strong leadership skills, managing diverse teams across multiple countries and driving significant improvements in operational efficiency and customer satisfaction. My career began with an internship in atmospheric simulations at the Astronomy Institute, where I honed my analytical and technical skills.
Currently, I serve as a KYC Manager at Trading Point Holdings Ltd. - XM.com, where I established and lead the first KYC operations team in Latin America. I manage a team of direct reports across Mexico and Uruguay and have successfully scaled operations to serve over 100 countries worldwide. My role involves training and mentoring over 30 employees, optimizing processes, and handling complex cases to ensure compliance and auditability.
Previously, I worked as a Shift Supervisor at the same company, where I managed a team focused on customer experience and software-related problem resolution. I led the transition to remote and hybrid work models during the pandemic, improving response times and increasing customer satisfaction. My efforts contributed to a 25% increase in team productivity and a 12% rise in customer satisfaction.
My early experience includes a Customer Care role where I supported clients in English and Spanish, consistently ranking first in productivity among bilingual supporters. I also have a strong academic background in physics from Universidad Nacional Autónoma de México, which supports my analytical approach to problem-solving.
I am passionate about continuous learning and process improvement, and I thrive in multicultural, remote work environments. I am committed to delivering high-quality results and fostering a collaborative team culture. I am eager to leverage my skills and experience to contribute to the success of forward-thinking organizations.
