Francisco Acevedo
Round Rock,TX
Summary
Passionate KYC senior analyst with nearly 3 years of experience within Wise. People oriented with a strong ability to multi task, prioritize/manage time effectively and strong communication skills. Ability to adapt to changing procedures and environments with a strong attention to detail. Proven track record of handling customer cases with a focus on resolution and quality. Adept at quickly learning new procedures and processes to meet and exceed all metric standards set in place for driving success.
Overview
9
9
years of professional experience
Work History
KYC Operations Senior Analyst - Total Service
Wise
04.2025 - Current
- Upskilled in TS Business, TS Consumer, TS Business APAC and TS Consumer Delayed EDD
- Maintained an average handling time consistent with the teams glide path
- Provided feedback to improve Delayed EDD procedures
- Improved the KYC knowledge base to help other agents understand proper procedures
- Assisted others with complex cases while maintaining metric standards
- Used critical thinking to make educated decisions to solve cases that minimize the need to contact customers if unnecessary
- Deep understanding of risk assessment and regulations
- Identified possible AUP and terms of service violations to properly warn customers and mitigate any potential risks to Wise
- Completed several Linked In learning courses in regards to leadership such as: Leadership: practical skills, Leadership Tips, Tactics and Advice, Managing in difficult times and Looker Studio for beginners
Total Service Customer Support Specialist
Wise
10.2024 - 04.2025
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Took several initiatives to create Google forms to improve/streamline procedures and update customer support knowledge base where needed
- Deep understanding of operational teams and product knowledge
- Exceeded all metric standards set by Wise
- Showed adaptability to changing procedures and regulations
- Detail oriented to ensure customer's problems were resolved in a timely manner in line with quality procedures
- Maintained above 90% critical error free rate
- Took ownership of complex cases to ensure customers issues were resolved
- Maintained a customer resolution rate of 80%
Customer Support Specialist
Wise
08.2022 - 10.2024
- Apart of the Twilio side project to analyze bug reports made by agents to identify larger bugs within Twilio that may affect agent productivity
- Assisted with learning and development by creating a training slide show and presenting it to newbie classes
- Met and exceeded all metric standards set in place by Wise
- Handled complex cases and took ownership to ensure resolution to customer issues
- Held a resolution rate above 90%
- Made several changes to the Customer Support Knowledge base to further align the team with quality standards.
Assistant Manager
Core Automotive Recycling
08.2019 - 08.2022
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Ensured proper logistics for driver routes to boost efficiency and profitability
Customer Service Representative
Publix
08.2016 - 08.2019
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Highschool Diploma -
Sunlake Highschool
Land O'Lakes, FL05.2017
Skills
- Knowledge of AML regulations
- Strong communication skills
- Adaptability and patience
- Proficient with Ninjas, Toby, Confluence, Zendesk, Looker, Slack and Twilio
- Detail oriented
- Critical thinking
- Deep understanding of Risk Management
- Coaching and mentoring
- Product knowledge to ensure proper enforcement of AUP and Terms of Service
Timeline
KYC Operations Senior Analyst - Total Service
Wise
04.2025 - Current
Total Service Customer Support Specialist
Wise
10.2024 - 04.2025
Customer Support Specialist
Wise
08.2022 - 10.2024
Assistant Manager
Core Automotive Recycling
08.2019 - 08.2022
Customer Service Representative
Publix
08.2016 - 08.2019
Highschool Diploma -
Sunlake Highschool
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