Jorge Zuniga

Jorge Zuniga B- - linkedin.com/in/jorgezunigab Summary I've been working in the Customer Service industry since 2009, and leading teams and developing people since 2013. This is something that I am truly passionate about as I believe that there is nothing better than surrounding yourself with motivated people in the work place. I have also had the opportunity to travel with Amazon to successfully manage and complete different projects in Seattle, India and North Dakota, meaning travelling wouldn't be an issue if it be required. Experience Payments and Fraud Operational Manager Tipico Oct 2018- Present Responsible to supervise and manage day to day operational workflow (8 to 10 people), to ensure work is delivered in line with specified SLAs and KPIs. Regularly review and update company and departmental procedures, ensuring that analysts follow procedures, process flows and guidelines. Support and back-up the Head of Payments and Fraud with Ad-Hoc tasks, analysis of customer registrations, deposits and withdrawals. TRMS Manager - KYC Amazon Mar 2017 - Sep 2018 1 year 7 months Working as a manager in Prague, I was in charge of a team of 15 people for the KYC and AML department. One of my main focuses was to plan, direct and organise the day-to-day operation and maintain and improve staff engagement through effective people management and motivational techniques. My team was well known because of high quality standards and being one of the most productive teams on site. This by completing detailed analysis of operational performance metrics, and make data driven business decisions. Continuously raised the performance bar by setting ambitious improvement objectives and exceeding them. In the eventuality someone was having performance issues I always jumped in to ensure that effective personal development plans were in place for each team member and that these had the right balance between supporting both individual and business goals and objectives this through effective monitoring, coaching, and training. Created a strong relationship with other Amazon leaders (Managers) EU wide to ensure alignment across the sites not only to share but also to be able to gather feedback and best practices from them. HR Services Lead / Manager Amazon Jan 2016 - Mar 2017 1 year 3 months Helped the ERC department a Satellite site in a different location, was in charge of some of the logistics, setting up people’s transportation, setting up vendors and negotiating costs. Proactively helped the recruitment team by interviewing and hiring more than 100 employees. Helped current employees to prepare for their interviews for level up positions with a high success rate due to my wide understanding of interviewing techniques. Had an outstanding team, well known because of high quality standards and high productivity. This by completing detailed analysis of operational performance metrics, and make data driven business decisions. Seller Support Lead / Manager Amazon Jul 2012 - Jan 2016 3 years 7 months I was in charge of associate's support requests in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience by serving as the first point of contact for all Seller escalations. I was held accountable for identifying Seller and Associate success barriers by providing solutions, and drove change through business improvement initiatives. Maintained a positive and professional demeanour always portraying the company in a positive light and effectively managing sensitive issues by having excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures, this also by liaising with other stakeholders as required to resolve Seller’s issues and questions. Involved in several projects in Seattle, Grand Forks and India such as Associate Engagement Improvement by reducing attrition and setting up a communications strategy. Proactively helped other co workers in regards of booking and managing flights, hotel reservations, requesting visas for different countries (USA, Europe and Asia), and successfully managing all the travel logistics in a frugal manner. Acquired Carson and Wagonlit Travel knowledge, travel expenses, company/consular travel policies and gained knowledge on Corporate Cards monthly expense reports for upper levels and 3 party vendor and account payable set up. Fraud Analyst. Western Union 2009 - 2011 3 years Education Universidad Metropolitana Castro Carazo Master's degree, Law Skills Employee Relations • Customer Service • Management • Leadership • Strategy Certifications Small and medium enterprise administration • Instituto Nacional de Aprendizaje Human resources and conflicts solution training • Instituto Nacional de Aprendizaje 2008 - 2016