Felipe Guerrero Motta

Business Management Technologist with more than 3 years of experience in customer service, data analysis, risk identification and third party due diligence. With sufficient skills and competencies to take on new challenges and learn new skills.

HY CITE ENTERPRICES, LLC 

Third Party Compliance Assistant 

September 2021 - Currently 

• Analyze and document due diligence reviews and findings using tracking tools to identify potential risks for the Company and ensure third parties comply with applicable AML/CFT policies and regulations. 

• Support the implementation of the Company's materiality criteria and due diligence formats. 

• Assist in the preparation and presentation of regular reports to senior management on departmental performance. 

• Responsible for identifying and analyzing bad practices by distributors, both in claims and social media posts, for possible violations of the manual and/or contract. SUTHERLAND Consultant February 2021 - September 2021 

•Analyze, respond and solve business customer requirements via chat, email and phone. Based on prior knowledge, provide relevant advice generating an exceptional customer experience. •Provide detailed information about company products and services to customers, including features, benefits, pricing and promotions.

 CONVERGYS - CONCENTRIX

 Team Leader

 January 2020 - August 2020

 •Oversee the performance of 15+ individuals in the role of customer service agents to ensure compliance with KPIS and quality indicators. 

•Provide continuous feedback and training to agents to improve their performance and skills. 

•Monitor and analyze customer service team performance metrics to identify trends and opportunities for improvement. 

Team Support Specialist 

December 2018 - December 2019 

• Provide real-time support to department's agents. 

• Solved complex customer service issues on behalf of agents. 

• Supervise agent performance, provide feedback, and coaching to improve campaign quality and productivity. 

• Monitor and analyze team performance metrics to identify trends and improvement opportunities. 

Customer Service Representative 

June de 2018 - November 2018  

• Attend and solve customer inquiries, complaints, or claims through various channels such as email, phone, or online chat. 

• Provide detailed information about the company's products and services to customers, including features, benefits, prices, and promotions.

 • Identify sales opportunities and promote the company's products and services to customers. • Maintain a friendly and helpful attitude towards customers at all times, and act as a brand ambassador in the market. 

Ernst & Young 

Intern 

October 2017 - April 2018 

 • Event and Meeting Logistics Manager, contact with suppliers. 

• Preparation of budget management reports, database management, document digitization and filing. • Internal and external customer service. 

• Inventory management.

EDUCATION 

Business Management Technologist 

SENA - (April 2016 - April 2018)