Gabriel Galdino Ortiz Gómez Director de Operaciones

Director of Collections and Customer Service

Pendulum Associates

Sep 2018 - Aug 2019 (1 year)

- Development of strategies to reduce the turnover ratio and optimize the use of temporally reps - -Process definition, controls and metrics across the operational activities -Development of a suite of key performance indicators in order to monitor the collection process as well as the operating groups - -Implement technology tools in order to improve the collection processes by using a dialer and massive tools -High performance team development with new compensations programs (fix + variable) - -Implementation of controls to ensure the collection process -Increase in 40% the cash collected - Accounting of directing the collection strategies for early delinquency loans and preventive strategies. Responsible for the external collection agen

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Director of Collections and Strategy

Grupo FINDEP - Financiera Independencia - Apoyo Económico - FINSOL - Más Nómina - Apoyo Financiero (US)

Oct 2017 - Aug 2018 (11 months)

- -Development of strategies to reduce the turnover ratio and optimize the use of temporally reps -Processes definition, controls and metrics across the operational activities - -Development of a suite of key performance indicators in order to monitor de collection process as well as the operating groups -Implement technology tools in order to improve the collection processes by using a dialer and massive tools - -High performance team development -Implementation of controls to ensure the collection process -Increase in 25% the cash collected -Implement new programs for reps in order to increase monthly compensation (fix + variable) - Accounting of directing the collection strategies for Financiera Independencia, Apoyo Economico Familiar,

Chief Operations Officer

Financiera Educativa de México

Jan 2015 - Oct 2017 (2 years 10 months)

- -Process implementation in order to strengthen controls, operations and customer satisfaction of the company -Improve productivity and efficiency of areas such as collections, customer service, commercial and portfolio management - -Development of a suite of metrics and key performance indicators for measuring the collection and granting processes -Development of work teams in order to impact the growth of the company as well as its positioning in the market - -Supplier administration and contract review -Implementation and development of technological tools for each of the company areas - -Increase the customer satisfaction index in 80% by the launch of a new inbound process including an IVR (interactive voice response), a web statement

Head of Collections (Ops)

NII Holding - Nextel Comunicaciones

Mar 2014 - Dec 2014 (10 months)

- -Development of high-performance teams in order to improve the company process and controls (collection, credit and performance) -Establish a robust and scalable operation through the implementation of controls and processes - -Administration of external collection providers -Development of manuals, processes and policies -Technological tools to generate cost efficiencies - -Internal staff administration 600 executives -External administration 18 vendors (180 temporally executives) - Accountable for directing collection strategies in order to minimize delinquency and churn ratios of the portfolio. - Responsible for driving the continuous improvement of the retail portfolio through the development and implementation of credit and granting

Head of Collections (Ops)

Banco Invex

Oct 2010 - Mar 2014 (3 years 6 months)

- -Reduce substantially the call center cost by applying processes and manuals -Increase external collection vendors’ performance by developing KPI’s, controls y policies -Reduce the turnover ratio through people management - -Increase productivity (cash collected), quality and efficiency operations: reduce delinquency ratios in 30% by the implementation of strategies based on customer profiles -Internal staff administration 90 executives and 6 external vendors - Accountable for directing collection strategies in order to minimize delinquency and loss ratios of the credit card portfolio. - Responsible for driving the continuous improvement of the retail portfolio through the development and implementation of credit and granting origination

Consumer Risk Manager

Ariba

Jan 2009 - Jun 2010 (1 year 6 months)

- -Reduce delinquency levels in 50% for all the portfolios - -Development of high-performance teams - -Development of new granting policies - Responsible for driving the continuous improvement of the retail and commercial portfolios within BNP Paribas PF through the development and implementation of credit and granting origination risk tools. - Responsible for leading high impact projects including metrics and business intelligence for products and retail programs in order to increase BNP’s portfolio - Responsible for supporting strategic alliances with commercial partners in order to increase BNP’s portfolio and responsible for training and mentoring risk personnel.

Gabriel Galdino Ortiz Gómez

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Gabriel Galdino Ortiz Gómez