A
Alejandro Vargas
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Bogota D.C., Colombia
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Jobs
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Head of Customer ExperienceSezzleJan 2024 - Current (1 year 6 months)• Lead and manage the customer service department at Sezzle for US and Canada based customers • Oversight of a team of over 120 people, with 10 direct reports in operation management, Workforce management, Tier 2 and Training & Development. • Deliver and design strategies to meet key performance indicators and enhance customer experience. • Knowledge in BNPL (Buy Now Pay Later) industry, banking products and e commerce. • Design and consistently optimize internal processes to ensure customer satisfaction and increased revenue. • Budget management and execution (2.4 million USD) Achievements • Launched a customer experience team in Colombia to service customers in the US and Canada. • Led growth efforts to add over 120 FTEs to effect- Senior Manager Inbound FraudScotiabankSep 2020 - Nov 2023 (3 years 3 months)• Oversight of Operations and Process for Inbound Fraud in Canadian Retail and Small Business. • Lead and drive a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. • Ensure effectiveness of the operation and design strategies to improve process and services provided. • Identify actual and potential significant risks to the bank, taking appropriate actions to mitigate fraud related losses and privacy issues.
- SSenior Operations Manager CanadaDec 2018 - Aug 2020 (1 year 9 months)• Analyze data and design strategies to sustain productivity and customer satisfaction and generate corporate information and key indicators. • Effectively coach and develop employees. • Run administrative task and ensure efficiency in processes and tasks. • Specializing in providing excellent customer service providing solutions for customers banking needs and tracking platforms incidents and inconveniences. • Deliver an outstanding customer experience to each and every customer as evidenced by internal and external measures: Focus on First call resolution by: Reinforcing the quality of Service requests and extension out calls. • Build and strengthen customer relationships through activities associated with maximizing opportunities t
- MManager of Customer ServicesMar 2016 - Nov 2018 (2 years 9 months)• Review KPIs and design action plans to improve performance. • Support representative to effectively solve customer inquiries. • Assist customers with day-to-day banking related questions/concerns. • Risk Monitoring, reporting and Analysis to prevent fraud, AML and Identity Theft through calls review on specific topics as authentication, code of conduct and sales practices. • Actively reviewing and taking the proper actions need it for Cases Reports that can affect the customer and the bank reputation as, Monetary, WAF Cases. Authentication Alerts.
- CCustomer Services RepresentativeSep 2015 - Feb 2016 (6 months)• Provide solutions and advise to banking customers. • Control interactions and maintain call length on target • Position products and services that benefit customers. • Communicate effectively with other units to resolve customers' concerns.
- CCustomer Service RepresentativeJun 2013 - Dec 2013 (7 months)• Provide Technical support to American customers. • Configure and activate new devices • Adjust credit on customer's plan.
Education
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- PBachelor's degreePolitécnico Grancolombiano.Feb 2019 - Nov 2023 (4 years 10 months)