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Work Background
Experian ChileSenior Regulatory Affairs Associate
May. 2022 - Dec. 2024Chile, Santiago• Member of Experian's litigation team, working directly with the Consumer Financial Protection Bureau (CFPB). • Analyze, process, and resolve consumer inquiries submitted through the CFPB portal. • Conduct internal audits of documents processed by other teams, reviewing, processing, and resolving consumer concerns. • Provide multifunctional support, collaborating with various areas of the department to achieve a comprehensive understanding of regulatory matters. • Automation process tester, helping to improve response service by 15%. • Lead training and coaching initiatives for new CFPB agents, assuming the role of Point of Contact. • Conduct internal training reinforcement programs and provide timely technical support, ensuring a productive operating environment. • Leader of Women in Experian Chile since 2023, where volunteer talks have been conducted in conjunction with the Universidad de Santiago de Chile. • Exceptional performance record, exceeding annual performance expectations for over seven years, maintaining quality levels above 98% and productivity of 95%.
Experian ChileCustomer Care Specialist Senior
Mar. 2017 - May. 2022Chile• Led the resolution of fraud and identity theft inquiries, streamlining parts of the anti-fraud processes as a point of contact between Santiago and the United States. • Provided comprehensive support to the ECA/CASS litigation team to meet CFPB requirements. • Conducted training and coaching sessions for new agents both within and outside the area. • Served as a tester on two projects: Implementation and transition to the new Salesforce platform and on a pilot program for dual-functionality phone and email agents in Santiago.
Experian ChileCustomer Care Specialist
Jan. 2016 - Mar. 2017Chile• Specialist in the efficient resolution of disputes with North American consumers regarding their credit reports. • Acted as a Point of Contact, leading training, coaching, and auditing initiatives for new dispute agents, improving their performance in 90% of cases. • Provided key support to the A/CDV response team, ensuring fast and efficient processes, contributing to improvements in remote audits.
Aroma de Mujer S.ASales Associate
Oct. 2014 - Nov. 2015Región Metropolitana de Santiago, Chile• Played a fundamental role in retail business operations, focusing on sales and efficient management of product and inventory administration. • Precise handling of financial transactions and cash balancing of the store.
Universidad de Santiago de ChileEnglish and Literature Tutor
Mar. 2012 - Dec. 2013Chile• Provided specialized tutoring for the University’s Bachelor of Science and Arts programs. • Collaborated with students in the preparatory program in their English classes as part of the initiative to level the different student programs. • Developed reinforcement material, taught classes, and corrected exams at the request of different programs in the University's Department of Literature and Linguistics.
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