Samuel Acevedo

• Maintain high-level execution of daily payment tasks like linking funds, reviewing proof of payments, and responding to Swift messages while meeting SLAs, managing around 80-90 daily cases.
• Ensure a seamless flow of customer funds through meticulous attention to detail.

Key Accomplishments:

• Serve as GP Champion, identifying and escalating domain-related problems while clarifying process gaps for the Americas team. Collaborate with stakeholders to address knowledge gaps and ensure operational procedures are up to date.
• Awarded MVP GP Specialist (June 2025) for exceptional performance and accuracy.

• Achieved high conversion rates by offering specialized customer service to clients. Assisted clients in navigating transfer processes and understanding requirements for successful transactions. Managed interactions with 30 to 40 clients daily through outbound calls, chats, and emails. Enhanced client experience through clear and effective communication strategies.
• Conducted exhaustive analysis to mitigate risks associated with large fund transfers. Ensured compliance with company acceptable use policy and global regulations. Requested necessary documentation for adherence to regulations in service countries.

• Delivered support via chat, email, and phone for client inquiries on money transfers and account management. Handled daily interactions with 40 to 50 customers, maintaining high service standards. Guided clients in managing balances, debit card usage, and profile modifications. Addressed client concerns efficiently, contributing to improved satisfaction levels.
• Deliver comprehensive support and mentorship to new team members during integration phase.

Key Accomplishments:

• Deliver training to outsourced customer service team in TaskUs Mexico
• Interim team leader (covering sick leave)
• Support high-performing team of 10 to achieve set metric goals (KPIs) while maintaining quality standards
• Demonstrated expertise in company products and procedures to enhance customer understanding. Represented core values daily, promoting a strong brand image. Provided guidance on product features, ensuring client satisfaction. Facilitated training sessions on procedures to improve team performance.

• Handle approximately 90 to 100 customer daily requests related to product verification and savings while operating in an energetic, fast-moving environment.
• Assist customers with online and mobile banking inquiries
• Facilitate problem resolution adhering to bank policies and document any suspicious activity.
• Managed initiation of claims for account card disputes, ensuring prompt resolutions. Delivered status updates on ongoing claims to maintain client engagement. Supported clients through the dispute process by clarifying procedures and outcomes. Worked with various departments to resolve complex account issues swiftly.
• Deliver recommendations for new financial products.

• Advise 35-40 potential customers via inbound calls on value of company products promoting and motivating acquisition.
• Advocate for service enhancements among existing clients and enter new and transfer orders into internal system while ensuring outstanding customer service.

• Deliver assistance to around 50-60 guests each day prior to and following accommodation bookings on company platform.
• Clarify partner accommodations policies and support resolution of issues occurring prior to and following arrival at vacation property.
• Facilitate communication between guests and partners while addressing complaints when necessary.
• Facilitate partner guidance for effective platform management.

• Manage approximately 80 to 90 inbound customer calls addressing inquiries, billing questions, and cancellations of lost or stolen cards while processing necessary fraud or non-fraud claims.
• identify cross-selling opportunities to enhance business portfolio of products and services.
• support supervisor with administrative processes and mentor other consultants.

Key Accomplishments:

• Team Lead: Assist Supervisor and provide help with administrative procedures and coach team members.
• Consistently recognized as Employee of the Year in 2011, 2012, 2014, and 2015. Drove team performance to exceptional levels with focused effort and commitment. Played a key role in maintaining high standards of productivity and collaboration.
• Achieved Employee of the Year award in claims for 2013 and 2014. Recognized for exceptional performance and commitment to excellence in claims processing.
• Secured top position for cross-selling referrals in 2011, 2012, and 2014. Leveraged client relationships to maximize referral potential and drive business results. Identified and implemented effective tactics for increasing cross-selling success.