Professional with over 7 years of experience in Customer Success, onboarding, strategic account management, and compliance within fintech environments. Experience leading the full client relationship lifecycle, including implementation, training, post-sale support, risk-based prioritization, and expansion opportunities. Strong understanding of regulated processes such as AML/KYC and compliance, with proficiency in support and collaboration tools.
Led the operational consolidation of the compliance area after serving as CCO. Developed and updated internal procedures aligned with current regulations. Supported onboarding and training of the new Compliance Officer, ensuring transfer of processes and working methodologies.
Implemented the Crime Prevention Model (MPD), developed internal procedures, aligned processes with current regulations, coordinated cross-departmental training, and supervised internal audits and AML/KYC processes with an external certifying firm.
Performed transaction monitoring, risk analysis, and fraud prevention. Participated in creating internal compliance manuals and procedures, contributing to the initial development of the compliance area.
Managed the full client relationship cycle for national and international accounts, including onboarding, technical implementation, post-sale support, retention, and expansion. Coordinated with IT for solution implementation and created onboarding materials, dashboards, and operational guides.
Provided technical consulting and incident resolution for laptops, MacBooks, and desktop computers. Performed maintenance, software configuration, program installation, formatting, and hardware upgrades to ensure operational continuity.
Managed bilingual customer service, incident resolution, and case follow-up in a high-volume environment. Promoted to the Mixed Files team to review and resolve identity mix errors in credit reports, consistently exceeding production targets and quality standards.
Diploma, Fraud Prevention, Detection and Investigation
Diploma focused on fraud prevention, detection, and investigation.
Higher Technician, Editorial Design
Higher technician program in editorial design.
Systems Analyst Programmer, Systems Analysis and Programming
Program in systems analysis and programming.
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