L
Luis Miguel Acosta
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Mexico City, Mexico
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- FOperations ManagerFélix Pago TechnologiesJan 2024 - Current (1 year 6 months)Tasks Ensure seamless execution of financial transactions aproximately 2,5Million USD$ per day Ensured compliance with regulatory standards and company policies for US, MX, GT and HN Implemented process improvements to enhance efficiency and reduce costs. Managed a team of 31 people responsible for customer support and operational excellence Leveraged data analytics to inform strategic planning and workflow optimization. Streamlined workflows to improve service delivery and operational efficiency. Ensured a high level of customer satisfaction through effective service management over 95% Contributed to the company's mission of making remittances faster, more affordable, and more accessible by analyzing and improving our product workflows
Operations Lead, Account Maintenance and DashboardSpotOnJan 2023 - Jan 2024 (1 year 1 month)Optimized and oversaw daily operations, ensuring efficient payment processing systems mainly POS, ACH, Customer Profiles configurations Ensured compliance with industry standards and regulations. Led a team of over 60 people focused on operational efficiency and customer satisfaction. Implemented data-driven strategies to enhance workflow processes and reduce operational costs. Improved service delivery through continuous process improvement. Collaborated with cross-functional teams to develop and deploy innovative financial technology solutions. Focus on product and process improvement to create innovative ways improve our processes- Operations Inbound & Outbound Manager - Customer Experience ManagerAmazonJan 2019 - Jan 2023 (4 years 1 month)Overseeing various operational inbound and outbound functions to ensure efficiency and excellence. Managing teams of over +100 associates to drive productivity and maintain high standards of quality and safety. Developing and implementing strategic plans to meet key performance indicators (KPIs). Facilitating continuous process improvements to optimize operations. Fostering a culture of collaboration and innovation within Workforce Management Contribute to achieve 99.98% Delivery Accuracy with over +10.000 shipments per shift Lead the customer experience team to achieve customer satisfaction with over 95% CSAT for 3 communication channels in 3 countries