Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
References
Timeline
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Arlen Fernandez

Tampa,FL

Summary

Seasoned leader at WISE Inc. with expertise in financial and KYC compliance, recognized for driving process improvements and enhancing team performance. Spearheaded initiatives utilizing analytical tools such as Looker, resulting in operational efficiencies that yielded over $1.5M in annual savings. Committed to fostering customer satisfaction through strategic collaborations and leadership development. Seeking to leverage proven skills in a dynamic environment to drive further organizational success.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Global Business Due Diligence Senior Lead

WISE Inc.
Tampa, FL
09.2022 - Current
  • Led a team of eight fincrime team leads and one product specialist, overseeing the onboarding and investigation of over 500 accounts per month.
  • Strengthened risk assessment processes for high-value customer profiles, achieving an annual savings exceeding $1.5M.
  • Optimized KYC procedures via interdepartmental cooperation and training, decreasing wrongful escalations by 20%.
  • Achieved 95% compliance with 24-hour reach time SLA through strategic oversight and performance management.
  • Collaborated with the engineering team, design team, and compliance teams to enhance product and customer-facing processes, resulting in a reduction of the manual workload of 20%.
  • Leveraged data tools, Looker, and Superset, to conduct in-depth data analysis and drive operational improvements.

Europe Business KYC Team Lead

WISE Inc.
Tampa, FL
05.2021 - 09.2022
  • Led a team of 10 KYC analysts, driving performance improvement, and helping agents achieve key objectives.
  • Achieved a 15% SLA improvement by integrating North American and European regions through optimized workflows.
  • Analyzed and monitored team KPIs, implemented performance improvement plans, and managed team development, salary reviews, and career growth.
  • Collaborated with cross-functional QA teams to optimize Quality Assurance programs, resulting in a 15% increase in agent performance ratings, leading to a 95% compliance rate, and adherence to the highest industry standards.

North America Customer Support Team Lead

WISE Inc.
Tampa, FL
02.2019 - 05.2021
  • Led a high-performing team of 10 customer support specialists, with an emphasis on quality assurance, coaching, and professional growth.
  • Implemented comprehensive training programs and performance metrics, ensuring agents met and exceeded service standards.
  • Collaborated with product teams to pilot Twilio chat functionalities, successfully expanding chat support capabilities, and enhancing customer interaction channels.
  • Managed scheduling, resource allocation, and incident response, optimizing team performance, and reducing downtime.
  • Analyzed support data via Looker to identify trends and areas for improvement, leading to the implementation of new processes that increased efficiency and reduced response times.

Customer Support Specialist, LatAm Specialist

WISE Inc.
Tampa, FL
12.2017 - 02.2019
  • Delivered timely and high-quality customer support to the LatAm and North American regions, maintaining customer satisfaction metrics above company standards.
  • Conducted comprehensive training sessions for local customer support teams, enhancing their skills and knowledge in handling complex customer inquiries and issues.
  • Led cross-office collaboration on LatAm customer insights research projects, gathering and analyzing customer feedback to drive product improvements, and service enhancements.
  • Occupied a key role in the region's growth by identifying customer pain points, and proposing solutions that improved service delivery and customer retention.
  • Championed customer support initiatives in LATAM, partnering closely with Compliance, Marketing, and Product Development to achieve COP growth, and drive overall business growth.

Assistant Manager

VisionWorks
Tampa, FL
05.2010 - 12.2017
  • Led a team-oriented sales staff, consistently exceeding individual and team sales goals by 30% through effective coaching and performance management.
  • Operated lensometers proficiently, ensuring accurate dispensing of eyewear, and providing expert guidance to customers on eyewear options, resulting in high customer satisfaction and repeat business.
  • Collaborated with district and store management to streamline operations, optimize inventory management, and enhance customer service protocols, leading to increased efficiency and improved customer satisfaction.
  • Maintained up-to-date knowledge of product offerings and industry trends, educating team members on new technologies and styles in eyewear to better serve diverse customer needs.

Education

High School Diploma - Spanish National Honours Society

Chamberlain High School
Tampa, FL

Skills

  • Financial Compliance
  • KYC Compliance Expertise
  • Leadership Development
  • Collaborative Problem-Solving
  • Process Improvement
  • UX improvements
  • Analytical Decision Making
  • Looker
  • Superset
  • Technical Problem Solving
  • Training and Development
  • Customer relations
  • SLA management

Certification

  • 4 Disciplines of Execution, Proficient in applying the 4 Disciplines of Execution to drive strategic initiatives and achieve breakthrough results.
  • Google Certification, Foundations of Project Management

Hobbies and Interests

  • Passionate about lifelong learning and giving back.
  • Enjoying exploring new ideas through reading and engaging in outdoor activities like hiking.
  • Committed to volunteering in the community to make a positive impact.

References

References available upon request.

Timeline

Global Business Due Diligence Senior Lead

WISE Inc.
09.2022 - Current

Europe Business KYC Team Lead

WISE Inc.
05.2021 - 09.2022

North America Customer Support Team Lead

WISE Inc.
02.2019 - 05.2021

Customer Support Specialist, LatAm Specialist

WISE Inc.
12.2017 - 02.2019

Assistant Manager

VisionWorks
05.2010 - 12.2017

High School Diploma - Spanish National Honours Society

Chamberlain High School

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