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Work Background
ScotiabankAML Analyst
Apr. 2025Colombia, BogotáIn my current role as an AML Analyst, I manage end-to-end client offboarding processes for high-risk customers, ensuring that service level agreements are consistently met. My responsibilities include conducting Enhanced Due Diligence (EDD), performing Name Screening and Media Search investigations, and preparing supporting documentation for audits and senior management. I also collaborate with cross-functional teams to strengthen the bank’s AML compliance framework and contribute to process improvement initiatives.
ScotiabankFunding officer
Feb. 2024 - Apr. 2025Colombia, BogotáAs a Funding Officer, I was responsible for managing customer inquiries and requests with a client-first approach. I verified and processed client information, resolved escalations, and coordinated across departments to provide tailored solutions. In this role, I built strong problem-solving and communication skills, consistently meeting performance metrics related to case handling efficiency and response times.
IntouchCXCustomer service rep
Sep. 2023 - Feb. 2024Colombia, BogotáAt IntouchCX, I supported international clients through chat-based communication, often handling multiple interactions simultaneously. I ensured fast and professional responses, consistently meeting resolution metrics while maintaining quality and empathy. Beyond my core role, I contributed as a Trainer and Subject Matter Expert (SME), supporting colleagues and enhancing team performance to achieve high customer satisfaction.
TeleperformanceCustomer service rep
Jul. 2021 - Aug. 2023Colombia, BogotáDuring my time at Teleperformance, I assisted English- and Spanish-speaking clients by handling inbound calls, resolving technical issues, and addressing complaints. I frequently acted as a Trainer and Subject Matter Expert (SME), providing guidance to both customers and colleagues. My role required adaptability and multitasking, and I consistently achieved sales and performance goals while ensuring a positive customer experience.
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