Diego Alejandro Velázquez Montes # KYC Manager Location MexicoDesired Salary UnspecifiedWork preference Full TimeLinks Status Actively looking Field / Industry Customer Success * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Spanish - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me 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. ## Skills ### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Time Management](https://jobicy.com/talent/time-management.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Compliance](https://jobicy.com/talent/compliance.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Leadership](https://jobicy.com/talent/leadership.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Team Management](https://jobicy.com/talent/team-management.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Employee Engagement](https://jobicy.com/talent/employee-engagement.md) ## Experience KYC Manager @ Trading Point Holdings Ltd. - XM.com January 2023 - January 2026 Established and led the first KYC operations team in Latin America, managing 4 direct reports across Mexico and Uruguay and scaling from 10 to over 100 countries served worldwide. Managed and trained over 30 employees, delivering ongoing education, targeted feedback, and process optimization to ensure compliance, auditability and efficiency. Handled escalations, special requests, and complex KYC cases, providing expert guidance and solutions. Increased daily account processing from 400 to 1,000 by optimizing task distribution, identifying and correcting recurring errors, and implementing continuous training. Drove process improvements and maintained high productivity and quality standards in a remote, multicultural environment. Shift Supervisor @ Trading Point Holdings Ltd. - XM.com November 2019 - January 2023 Managed a group of 7 supporting officers to optimize customer experience and solve software-related problems efficiently. Increased overall productivity of the team by 25% through teambuilding, workload distribution, mentoring, and communication. Led the transition from in-office to remote work during the pandemic, maintaining and increasing customer satisfaction by 12%. Orchestrated the shift to a hybrid work model, reducing first response time from 23 to 15 seconds and average response time from 32 to 25 seconds. Customer Care Support Officer @ Trading Point Holdings Ltd. - XM.com April 2019 - November 2019 Enhanced customer experience by answering questions and providing information regarding the organization, regulators and FOREX trading platforms via chat, emails and phone calls in English and Spanish. Ranked first in productivity among bilingual supporters in three consecutive months. Intern @ Astronomy Institute August 2017 - January 2018 Participated in the High Altitude Water Cherenkov (HAWC) Observatory project in the atmospheric simulation department. Debugged and ran simulations of gamma ray showers using Montecarlo algorithms on the SEQUOIA supercomputer. Modified the curvature and composition of the atmospheric model to improve simulation accuracy, enabling deeper study of interactions between high energy electromagnetic radiation and small molecules in the Earth’s atmosphere. ## Education Universidad Nacional Autónoma de México 2013 - 2019 Bachelor’s studies in Physics Studied Physics at UNAM from 2013 to 2019; degree not formally completed. Portfolio not available.