German Joel Estrella
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FinTech Quality Team Lead Latam at TaskUs
Tijuana, Baja California, Mexico
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Quality Team Lead - FinTechTaskUsApr 2023 - Current (3 years 5 months)- I oversaw quality control, communicated trends, and developed monitoring processes. I provided technical support, supervised daily operations, and ensured productivity met expectations. - Develop monitoring processes for designated tasks. Provide technical support through documentation. Supervise daily team operations and coordinate tasks. Measure performance, offer feedback, and ensure productivity meets expectations. - Lead development, training, and quality assurance initiatives. Help the training and operation departments with team success in meeting KPIs, ensuring seamless new hire onboarding, and enhancing security measures. - Handle strategic planning, invoicing, and revenue model management for the campaign. Contributed to a cohes- Customer Support Team Lead - FintechTaskUsSep 2022 - Apr 2023 (8 months)- Successfully launched the first team of the campaign, developing and managing the performance of our Fintech customer service team, following all the guidelines both internal and external working globally with different customers, with 50+ currencies - Ensuring optimal service globally, prioritizing the security and compliance of the platform according to global guidelines and policies in multiple languages. - Aid in KPI development and measurement for team success. Efficiently manage resources and prioritize comprehensive coverage. Promote operational excellence through strong controls and risk management. - Prepare the team for agility in handling unexpected situations. Handle planning, agent development, invoicing, and payroll. Conduct
- Content Moderation Team Lead - Trust and Safety public Remote experienceTaskUsMar 2020 - Sep 2022 (2 years 7 months)- Successfully launched, developed, and managed the first team of trust and safety services for the BPO in Tijuana. Ensuring optimal service at the highest level, prioritizing the security and compliance of the platform according to global guidelines - Develop and deliver on-the-job training for all new employees, reducing time to value by 20% through effective coaching and job shadowing Earned Top Performer Team Lead globally on the campaign - Proactively prepare the team for platform and industry changes. Own team success in meeting KPIs, ensuring seamless new hire onboarding, and enhancing security measures. Directly manage Trust & Safety Content Moderation team: content moderation.
- Client analyst and QATaskUsAug 2019 - Mar 2020 (8 months)- In this role, I held diverse responsibilities, including overseeing data analysis, identifying trends, proactively preventing threats, driving process improvement initiatives, providing coaching and guidance, and ensuring key performance indicators. - (KPIs) were met, with a specific focus on quality assurance (QA) success for the campaign. I collaborated closely with both the platform's QA - Trust & Safety team and the Operations team to achieve our objectives. - Through my multifaceted role, I actively contributed to a cohesive and successful operation, leveraging data-driven insights, process enhancements, and coaching to ensure a strong QA foundation for the campaign.
- Back Office EmployeeTaskUsMar 2019 - Aug 2019 (6 months)- Customer, seller, and technical support via chat, e-mail, and phone, for e-commerce focused on handmade or vintage items.
Education
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- UMechatronics EngineeringUniversidadAutónoma del CaribeFeb 2019
- Universidad Autónoma de Baja CaliforniaUniversidad Autónoma de Baja CaliforniaFeb 2011 - Feb 2016 (5 years 1 month)
- CIndustrial Electronics Technology/Technician,Centro de Estudios Tecnológicos Industriales y de ServiciosJan 2007 - Jan 2010 (3 years 1 month)