Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Education And Professional Development
Timeline
Generic

IGNACIO NUÑEZ GUEVARA

Operations Manager
San José

Summary

Results-driven Operations Manager with 8 years of experience in customer service, fraud prevention, and team leadership. Proven track record of improving operational efficiency by 25%, enhancing customer satisfaction, and driving team performance in fintech environments. Expertise in managing large teams, implementing process improvements, and fostering strong client relationships.

Overview

9
9
years of professional experience
6
6
years of post-secondary education

Work History

Operations Manager for the Cash App Messaging and Risk Account

Foundever S.A
08.2023 - Current
  • Manage 250 customer service agents and 16 team managers across on-site and remote operations
  • Implement chat services for customer support, improving service efficiency in digital finance
  • Analyze metrics and implement back-office improvements, enhancing customer satisfaction
  • Develop weekly performance reports, demonstrating consistent KPI improvements to clients
  • Collaborate with cross-functional teams to meet quality and staffing goals
  • Maintain client communication, proactively adjusting strategies to meet evolving needs

Operations Manager Capital One Fraud Account

Foundever S.A
08.2019 - 08.2023
  • Led fraud prevention team, ensuring prompt achievement of client objectives and goals
  • Analyzed performance metrics, developing action plans that improved team results
  • Managed bonus structures for agents and team managers based on individual performance
  • Collaborated with business partners to align staffing and customer service with client requirements

Team Manager for Capital One Fraud Account

Sykes
07.2017 - 08.2023
  • Supervised team performance, ensuring employees met client objectives efficiently
  • Developed and maintained performance improvement plans through regular one-on-one sessions
  • Created and implemented disciplinary actions and schedule changes to optimize team productivity

Customer Service for Capital One Bank Fraud Department and Disputes Department

Sykes
10.2015 - 07.2017
  • Handled credit card fraud and identity theft cases, adhering to bank and U.S
  • Law procedures
  • Provided excellent customer service while protecting customer account information
  • Improved account success rates by 25%, enhancing overall client satisfaction and retention

Education

Green Belt Certification -

Lean SIX Sigma
01.2023 - Current

Major Business Administration - undefined

Uned
01.2022 - Current

Professional Degree in Business Administration - undefined

Instituto Tecnológico de Costa Rica
01.2015 - 12.2015

Skills

Operations management

Problem-solving

Customer service

Performance monitoring

Process improvement

MS office

Staff management

Team leadership

Additional Information

Valid driver's licence and personal vehicle

Education And Professional Development

  • Green Belt Certification, 01/23, Present, Lean SIX Sigma
  • Major Business Administration, 01/22, Present, Uned
  • Professional Degree in Business Administration, 01/15, 12/15, Instituto Tecnológico de Costa Rica
  • IT Essentials Certification, Microsoft

Timeline

Operations Manager for the Cash App Messaging and Risk Account

Foundever S.A
08.2023 - Current

Green Belt Certification -

Lean SIX Sigma
01.2023 - Current

Major Business Administration - undefined

Uned
01.2022 - Current

Operations Manager Capital One Fraud Account

Foundever S.A
08.2019 - 08.2023

Team Manager for Capital One Fraud Account

Sykes
07.2017 - 08.2023

Customer Service for Capital One Bank Fraud Department and Disputes Department

Sykes
10.2015 - 07.2017

Professional Degree in Business Administration - undefined

Instituto Tecnológico de Costa Rica
01.2015 - 12.2015

Similar Profiles

CREATE PROFILE
IGNACIO NUÑEZ GUEVARAOperations Manager