Daniel Pons Still — Operations Associate

Experienced and results-driven professional with 𝟮𝟰+ 𝘆𝗲𝗮𝗿𝘀 of expertise in operations, compliance, financial services, and large-scale team leadership. Proven record of 𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝟭𝟬𝟬+ 𝗽𝗲𝗿𝘀𝗼𝗻 𝗞𝗬𝗖 𝘁𝗲𝗮𝗺𝘀, driving operational excellence, and delivering high-impact process improvements in fast-paced environments. Leadership style is defined by clarity, performance focus, and strong people development, supported by advanced analytical and problem-solving capabilities. Demonstrated success in implementing EU-wide onboarding frameworks, resolving major escalation backlogs, and strengthening end-to-end compliance workflows. 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀: Customer Experience & Operations Excellence: • Transformed AWS KYC program, achieving 226% YoY growth with 463 seller account verifications • Reduced VIP seller verification timeline from 80 to 4 days (95% improvement) • Decreased support escalations by 75% through implementation of streamlined SIM intake mechanism • Successfully cleared 800-case backlog to <30 cases, improving SLA from 750h to 24h in just 2 weeks 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗧𝗲𝗮𝗺 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: • Led end-to-end hiring initiative for 5 IRL seasonal managers in 8 weeks, achieving €137K cost optimization • Developed and implemented scalable processes adopted across global teams • Coordinated and upskilled 8 T3/T4 resources for enhanced queue management 𝗥𝗶𝘀𝗸 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲: • Successfully managed critical IT remediation project for 120 seller accounts, preventing regulatory breach • Established robust risk assessment and mitigation strategies while maintaining operational excellence • Created and implemented standardized processes for sustainable queue management 𝗜 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘇𝗲 𝗶𝗻: • Process Optimization & Innovation • Strategic Project Management • Team Leadership & Development • Risk Management & Compliance • Customer Experience Enhancement

Stackforce AI infers this person is a Fintech expert with extensive experience in compliance and operational management.

Location: Barcelona, Catalonia, Spain

Experience: 25 yrs 3 mos

Skills

Kyc Compliance
Operations Management
Onboarding Management
Team Development
Training Management
Process Improvement
Transportation Management
Team Leadership
Logistics Management
Capacity Planning
It Support
System Coordination
International Payments
Financial Management
Client Communication

Career Highlights

Over 24 years of expertise in operations and compliance.
Led 100+ person KYC teams driving operational excellence.
Achieved 226% YoY growth in AWS KYC program.

Work Experience

Amazon

KYC Compliance Operations manager (1 yr 9 mos)

RCO KYC Onboarding Manager (2 yrs 4 mos)

Learning And Development Training Manager (1 yr 11 mos)

Acting Transportation Manager (5 mos)

Network Operations Specialist (Logistics) (1 yr 1 mo)

Indra

IT Consultant (1 yr)

Hewlett Packard Enterprise

International Banking Specialist (1 yr 7 mos)

Citi

Back Office Team Leader - Stock Plans Services (6 mos)

Senior Analyst - Stock Plans Services (7 yrs 4 mos)

Back Office Assistant (2 yrs)

Client Service Representative (1 yr 1 mo)

Front Office Representative - Consumer Banking (3 yrs 2 mos)

UniCar

Translator (1 yr 7 mos)

Forex Gestión

Sales Representative (2 mos)

Education

BA Hons at Nottingham Trent University

BA Hons at Universitat de Barcelona

A Levels at Cardinal Newman School - Hove

Daniel Pons Still

Operations Associate

Barcelona, Catalonia, Spain25 yrs 3 mos experience

Highly StableAI Enabled

Key Highlights

Over 24 years of expertise in operations and compliance.
Led 100+ person KYC teams driving operational excellence.
Achieved 226% YoY growth in AWS KYC program.

Stackforce AI infers this person is a Fintech expert with extensive experience in compliance and operational management.

Contact

Skills

Core Skills

Kyc ComplianceOperations ManagementOnboarding ManagementTeam DevelopmentTraining ManagementProcess ImprovementTransportation ManagementTeam LeadershipLogistics ManagementCapacity PlanningIt SupportSystem CoordinationInternational PaymentsFinancial ManagementClient CommunicationIssue ResolutionTeam ManagementProductivity AnalysisClient SupportCustomer ServiceClient Relationship Management

Other Skills

Reporting & AnalysisProject CoordinationAnalytical SkillsFinancial AnalysisKYCComplianceProject ManagementPeople ManagementOnboardingNew Hire ProgramsMentoring New HiresTrainingProductivity ImprovementManagementSupply Chain Management

About

Experience

25 yrs 3 mos

Total Experience

5 yrs

Average Tenure

Current Experience

Amazon

5 roles

KYC Compliance Operations manager

Promoted

Jun 2024 – Mar 2026 · 1 yr 9 mos

KYC Operations Manager II at 𝗔𝗺𝗮𝘇𝗼𝗻 𝗦𝗽𝗮𝗶𝗻 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗦.𝗟. with 𝟮 𝘆𝗲𝗮𝗿𝘀 𝗮𝗻𝗱 𝟰 𝗺𝗼𝗻𝘁𝗵𝘀 of experience leading large-scale compliance operations. Oversaw a 100-person KYC workflow, optimized verification processes, and drove key operational improvements. Managed multi-level teams while ensuring high productivity, quality, and SLA performance.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗟𝗲𝗱 𝗮 𝟭𝟬𝟬-𝗽𝗲𝗿𝘀𝗼𝗻 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 𝘁𝗲𝗮𝗺 processing 𝟰𝟬𝟬𝗸+ 𝗺𝗼𝗻𝘁𝗵𝗹𝘆 𝗞𝗬𝗖 𝘁𝗮𝘀𝗸𝘀 with high accuracy and efficiency.
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝟰 𝗱𝗶𝗿𝗲𝗰𝘁 𝗿𝗲𝗽𝗼𝗿𝘁𝘀 overseeing 𝟳𝟬 𝗞𝗬𝗖 𝗶𝗻𝘃𝗲𝘀𝘁𝗶𝗴𝗮𝘁𝗼𝗿𝘀, ensuring strong team performance and growth.
𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗲𝗱 𝘁𝗵𝗲 𝗔𝗪𝗦 𝗞𝗬𝗖 𝗽𝗿𝗼𝗴𝗿𝗮𝗺, achieving 𝟮𝟮𝟲% 𝗬𝗢𝗬 𝗴𝗿𝗼𝘄𝘁𝗵 with 𝟰𝟲𝟯 𝘃𝗲𝗿𝗶𝗳𝗶𝗲𝗱 𝘀𝗲𝗹𝗹𝗲𝗿 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀.
𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗲𝗱 𝗮 𝗩𝗜𝗣 𝘀𝗲𝗹𝗹𝗲𝗿 𝘃𝗲𝗿𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗺𝗼𝗱𝗲𝗹, reducing processing timelines from 𝟴𝟬 𝗱𝗮𝘆𝘀 𝘁𝗼 𝗷𝘂𝘀𝘁 𝟰 𝗱𝗮𝘆𝘀.
𝗥𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝗖𝗮𝗻𝗮𝗱𝗮 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗘𝘀𝗰𝗮𝗹𝗮𝘁𝗶𝗼𝗻𝘀 𝗯𝗮𝗰𝗸𝗹𝗼𝗴, clearing 𝟴𝟬𝟬+ 𝗰𝗮𝘀𝗲𝘀 𝘁𝗼 𝘇𝗲𝗿𝗼 𝘄𝗶𝘁𝗵𝗶𝗻 𝟮 𝘄𝗲𝗲𝗸𝘀.
Applied 𝗯𝗲𝘀𝘁-𝗶𝗻-𝗰𝗹𝗮𝘀𝘀 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀 to consistently exceed productivity, quality, and SLA targets.
Served as 𝗽𝗲𝗼𝗽𝗹𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗿 𝘁𝗼 𝟰 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 and a wider team of approx. 𝟳𝟬 𝗶𝗻𝘃𝗲𝘀𝘁𝗶𝗴𝗮𝘁𝗼𝗿𝘀 across multiple functions.

Reporting & AnalysisProject CoordinationAnalytical SkillsFinancial AnalysisKYC ComplianceOperations Management

RCO KYC Onboarding Manager

Feb 2022 – Jun 2024 · 2 yrs 4 mos

Served the role as 𝗥𝗖𝗢 𝗞𝗬𝗖 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗮𝘁 𝗔𝗺𝗮𝘇𝗼𝗻 𝗦𝗽𝗮𝗶𝗻 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗦.𝗟. for 𝟮 𝘆𝗲𝗮𝗿𝘀 𝗮𝗻𝗱 𝟰 𝗺𝗼𝗻𝘁𝗵𝘀, overseeing complete onboarding for large-scale KYC investigator hiring. Supported the creation of the decentralized EU onboarding framework and improved training accuracy with structured checkpoint systems. Ensured smooth ramp-up and consistent readiness for all new investigator cohorts.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗲𝗻𝗱-𝘁𝗼-𝗲𝗻𝗱 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 for new KYC investigators, onboarding approximately 𝟱𝟬𝟬 𝗵𝗶𝗿𝗲𝘀 𝗶𝗻 𝟮𝟬𝟮𝟮.
𝗣𝗹𝗮𝘆𝗲𝗱 𝗮 𝗸𝗲𝘆 𝗿𝗼𝗹𝗲 𝗶𝗻 𝗲𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗲𝗰𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘇𝗲𝗱 𝗘𝗨 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗺𝗲𝗰𝗵𝗮𝗻𝗶𝘀𝗺 to support large-scale growth.
𝗗𝗲𝘀𝗶𝗴𝗻𝗲𝗱 𝗮𝗻𝗱 𝗹𝗲𝗱 𝘁𝗵𝗲 𝗰𝗵𝗲𝗰𝗸𝗽𝗼𝗶𝗻𝘁 𝗰𝗮𝗹𝗹 𝘀𝘆𝘀𝘁𝗲𝗺 to tailor on-the-job learning and reduce defect impact on sellers.
𝗢𝘃𝗲𝗿𝘀𝗮𝘄 𝗽𝗲𝗼𝗽𝗹𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗳𝗿𝗼𝗺 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝘁𝗼 𝗳𝘂𝗹𝗹 𝗿𝗮𝗺𝗽, ensuring investigators were fully trained.
𝗖𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗲𝗱 𝘄𝗶𝘁𝗵 𝗦𝗠𝗘𝘀 to deliver smooth, effective learning cycles throughout all ramp stages.

People ManagementOnboardingNew Hire ProgramsMentoring New HiresOnboarding ManagementTeam Development

Learning And Development Training Manager

Promoted

Mar 2020 – Feb 2022 · 1 yr 11 mos

Served as 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗟𝗲𝗮𝗱 (𝗔𝗧𝗦 𝗥𝗢𝗖) 𝗮𝘁 𝗔𝗺𝗮𝘇𝗼𝗻 for 𝟮 𝘆𝗲𝗮𝗿𝘀, managing onboarding and training for new specialists. Led training delivery, created virtual learning content, and supported team readiness. Contributed to process analysis and operational procedure updates to improve overall performance.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗳𝗼𝗿 𝗮𝗹𝗹 𝗻𝗲𝘄 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁𝘀, successfully onboarding 𝟲𝟬 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗶𝗻 𝟮𝟬𝟮𝟬
𝗟𝗲𝗱 𝗮𝗻𝗱 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗲𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗽𝗿𝗼𝗴𝗿𝗮𝗺𝘀 𝗮𝗻𝗱 𝘁𝗲𝗮𝗺 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀 to enhance skill development and performance
𝗖𝗿𝗲𝗮𝘁𝗲𝗱 𝗮𝗻𝗱 𝗮𝗱𝗮𝗽𝘁𝗲𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗳𝗼𝗿 𝘃𝗶𝗿𝘁𝘂𝗮𝗹 𝗹𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗲𝗻𝘃𝗶𝗿𝗼𝗻𝗺𝗲𝗻𝘁𝘀 to support remote teams
𝗖𝗼𝗻𝗱𝘂𝗰𝘁𝗲𝗱 𝗱𝗲𝘁𝗮𝗶𝗹𝗲𝗱 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗮𝗻𝗮𝗹𝘆𝘀𝗶𝘀 to identify gaps and improve operational efficiency
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗽𝗿𝗼𝗷𝗲𝗰𝘁𝘀 𝗶𝗻𝘃𝗼𝗹𝘃𝗶𝗻𝗴 𝗰𝗼𝗺𝗽𝗿𝗲𝗵𝗲𝗻𝘀𝗶𝘃𝗲 𝗿𝗲𝘃𝗶𝗲𝘄 𝗼𝗳 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗽𝗿𝗼𝗰𝗲𝗱𝘂𝗿𝗲𝘀 to streamline workflows

OnboardingNew Hire ProgramsMentoring New HiresTraining ManagementProcess Improvement

Acting Transportation Manager

Oct 2019 – Mar 2020 · 5 mos

As 𝗔𝗰𝘁𝗶𝗻𝗴 𝗧𝗿𝗮𝗻𝘀𝗽𝗼𝗿𝘁𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗟𝗲𝗮𝗱 (𝗔𝗧𝗦 𝗥𝗢𝗖) 𝗮𝘁 𝗔𝗺𝗮𝘇𝗼𝗻, I managed transportation operations for 𝟱 𝗺𝗼𝗻𝘁𝗵𝘀, overseeing a team of six specialists while ensuring seamless shift execution, productivity, and real-time issue resolution. In this role, I led daily operational reviews, coordinated logistics during severe events, and maintained high operational efficiency across Amazon’s transportation network.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗮𝗻𝗱 𝗰𝗼𝗮𝗰𝗵𝗲𝗱 𝗮 𝘁𝗲𝗮𝗺 𝗼𝗳 𝘀𝗶𝘅 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁𝘀, providing structured feedback to enhance performance
𝗢𝘃𝗲𝗿𝘀𝗮𝘄 𝘀𝗵𝗶𝗳𝘁 𝗽𝗮𝘁𝘁𝗲𝗿𝗻𝘀, 𝘁𝗲𝗮𝗺 𝗮𝘀𝘀𝗶𝗴𝗻𝗺𝗲𝗻𝘁𝘀, 𝗮𝗻𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆, ensuring smooth operational flow
𝗟𝗲𝗱 𝘀𝗲𝘃𝗲𝗿𝗲 𝗲𝘃𝗲𝗻𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗿𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗹𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 𝗶𝘀𝘀𝘂𝗲𝘀 to maintain service continuity
𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗲𝗱 𝗮𝗻𝗱 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗱𝗮𝗶𝗹𝘆 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗿𝗲𝘃𝗶𝗲𝘄𝘀 𝘁𝗼 𝘀𝗲𝗻𝗶𝗼𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, highlighting performance insights

Productivity ImprovementLogistics ManagementManagementProject ManagementTransportation ManagementTeam Leadership

Network Operations Specialist (Logistics)

Sep 2018 – Oct 2019 · 1 yr 1 mo

As a 𝗧𝗿𝗮𝗻𝘀𝗽𝗼𝗿𝘁𝗮𝘁𝗶𝗼𝗻 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 (𝗔𝗧𝗦 𝗥𝗢𝗖) 𝗮𝘁 𝗔𝗺𝗮𝘇𝗼𝗻, managing capacity planning through Amazon’s critical load bidding platform while ensuring timely case resolution for logistics issues. In this role, I supported internal and external stakeholders, maintained high service quality during peak demand, and consistently exceeded performance targets.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗰𝗮𝗽𝗮𝗰𝗶𝘁𝘆 𝗽𝗹𝗮𝗻𝗻𝗶𝗻𝗴 by overseeing the bidding platform for critical Amazon customer loads
𝗛𝗮𝗻𝗱𝗹𝗲𝗱 𝗰𝗮𝘀𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗿𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝗰𝗼𝗺𝗽𝗹𝗲𝘅 𝗹𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 𝗶𝘀𝘀𝘂𝗲𝘀 to ensure timely delivery and flow of operations
𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗲𝗱 𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝘄𝗶𝘁𝗵 𝗶𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗮𝗻𝗱 𝗲𝘅𝘁𝗲𝗿𝗻𝗮𝗹 𝘀𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿𝘀 to coordinate transportation activities
𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲𝗱 𝗮𝘀 𝗥𝗢𝗖 𝗦𝘁𝗮𝗿 𝗼𝗳 𝘁𝗵𝗲 𝗠𝗼𝗻𝘁𝗵 / 𝗧𝗼𝗽 𝗧𝗲𝗮𝗺 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗲𝗿 (𝗠𝗮𝗿𝗰𝗵 𝟮𝟬𝟮𝟬) for outstanding contribution

Supply Chain ManagementLogistics ManagementStakeholder ManagementBusiness AnalysisCapacity Planning

Indra

IT Consultant

Apr 2017 – Apr 2018 · 1 yr · Barcelona Area, Spain · On-site

𝗜𝗧 𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁 at Indra BPO (Banc Sabadell – TSB Project), supporting 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗯𝗮𝗻𝗸𝗶𝗻𝗴 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 through defect resolution, system coordination, and payment-processing support, including UAT planning and BACS file handling.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝗶𝗲𝗱 𝗮𝗻𝗱 𝗿𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲 𝗱𝗲𝗳𝗲𝗰𝘁𝘀 to ensure stable and accurate system performance
𝗖𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗲𝗱 𝗱𝗮𝗶𝗹𝘆 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗺𝗲𝗲𝘁𝗶𝗻𝗴𝘀 to support seamless project communication and workflow
𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗲𝗱 𝗯𝗮𝘀𝗶𝗰 𝗛𝗢𝗦𝗧 𝗽𝗿𝗼𝗴𝗿𝗮𝗺𝗺𝗶𝗻𝗴 𝗮𝗻𝗱 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝗱 𝗕𝗔𝗖𝗦 𝗳𝗶𝗹𝗲𝘀 to maintain payment system operations
𝗣𝗹𝗮𝗻𝗻𝗲𝗱 𝗮𝗻𝗱 𝗲𝘅𝗲𝗰𝘂𝘁𝗲𝗱 𝗨𝗔𝗧 𝘁𝗲𝘀𝘁𝗶𝗻𝗴 𝗳𝗼𝗿 𝗽𝗮𝘆𝗺𝗲𝗻𝘁 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀 to validate functionality and compliance
𝗥𝗲𝘃𝗶𝗲𝘄𝗲𝗱 𝗮𝗻𝗱 𝘂𝗽𝗱𝗮𝘁𝗲𝗱 𝗳𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗕𝗔𝗖𝗦 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 to ensure accuracy and operational consistency

TroubleshootingDocumentationTechnical SupportIT SupportSystem Coordination

Hewlett packard enterprise

International Banking Specialist

Sep 2015 – Apr 2017 · 1 yr 7 mos · Sant Cugat · On-site

As an 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗣𝗮𝘆𝗺𝗲𝗻𝘁𝘀 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 𝗮𝘁 𝗛𝗣𝗘 𝗶𝗻 𝗕𝗮𝗿𝗰𝗲𝗹𝗼𝗻𝗮, I worked for 𝟭 𝘆𝗲𝗮𝗿 𝗮𝗻𝗱 𝟳 𝗺𝗼𝗻𝘁𝗵𝘀 supporting the GDS Cusa (Caixabank) account, resolving complex international fund transfer issues and ensuring accurate management of sanctioned payments and correspondent accounts.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
𝗥𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝗶𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗳𝘂𝗻𝗱 𝘁𝗿𝗮𝗻𝘀𝗳𝗲𝗿 𝗶𝘀𝘀𝘂𝗲𝘀, ensuring accuracy and timely payment execution
𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝗶𝗻𝗴 𝗼𝗳 𝗰𝗼𝗿𝗿𝗲𝘀𝗽𝗼𝗻𝗱𝗲𝗻𝘁 (𝗻𝗼𝘀𝘁𝗿𝗼) 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀 to maintain accurate financial records
𝗖𝗼𝗻𝘁𝗿𝗼𝗹𝗹𝗲𝗱 𝗮𝗻𝗱 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝗱 𝘀𝗮𝗻𝗰𝘁𝗶𝗼𝗻𝗲𝗱 𝗽𝗮𝘆𝗺𝗲𝗻𝘁𝘀 in compliance with regulatory requirements
𝗠𝗮𝗶𝗻𝘁𝗮𝗶𝗻𝗲𝗱 𝗯𝗼𝗼𝗸𝗸𝗲𝗲𝗽𝗶𝗻𝗴 𝗳𝗼𝗿 𝘀𝗮𝗻𝗰𝘁𝗶𝗼𝗻𝘀 𝘀𝘂𝘀𝗽𝗲𝗻𝘀𝗲 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀 to support audit and reconciliation processes
𝗔𝗻𝗮𝗹𝘆𝘇𝗲𝗱 𝗮𝗻𝗱 𝗲𝘀𝗰𝗮𝗹𝗮𝘁𝗲𝗱 𝘀𝘆𝘀𝘁𝗲𝗺 𝗶𝘀𝘀𝘂𝗲𝘀 𝗮𝗳𝗳𝗲𝗰𝘁𝗶𝗻𝗴 𝗽𝗮𝘆𝗺𝗲𝗻𝘁 𝘁𝗿𝗮𝗻𝘀𝗳𝗲𝗿𝘀 to minimize operational disruptions

Payment SystemsFinancial AccountingBookkeepingInternational PaymentsFinancial Management

Citi

5 roles

Back Office Team Leader - Stock Plans Services

Sep 2012 – Mar 2013 · 6 mos · Barcelona y alrededores, España · On-site

Back Office Team Leader at 𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗳𝗼𝗿 𝗠𝗼𝗿𝗴𝗮𝗻 𝗦𝘁𝗮𝗻𝗹𝗲𝘆 𝗶𝗻 𝗕𝗮𝗿𝗰𝗲𝗹𝗼𝗻𝗮, overseeing 8 months of team management, productivity analysis, compliance control, and authorization of fund and share transfers.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
Analyzing productivity and ensuring successful operational results
Organizing, coaching, and motivating a small team
Authorizing fund and share transfers
Training and developing staff members

Analytical SkillsDesarrollo organizacionalCoaching de ProductividadTeam ManagementProductivity Analysis

Senior Analyst - Stock Plans Services

Promoted

Feb 2007 – Jun 2014 · 7 yrs 4 mos · Barcelona y alrededores, España · On-site

Senior Analyst at 𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗳𝗼𝗿 𝗠𝗼𝗿𝗴𝗮𝗻 𝗦𝘁𝗮𝗻𝗹𝗲𝘆 𝗦𝗺𝗶𝘁𝗵 𝗕𝗮𝗿𝗻𝗲𝘆 in Barcelona, providing 𝟳+ 𝘆𝗲𝗮𝗿𝘀 of support through issue resolution, client communication, trading-issue escalation handling, process improvement, and account reconciliation.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
Managing, researching, analyzing, and resolving client complaints
Handling verbal and written client communications, including proofreading and editing
Prioritizing and resolving escalated trading issues
Leading brainstorming conference calls
Performing account reconciliation and leading training sessions

CommunicationTrading StrategiesBank ReconciliationClient CommunicationIssue Resolution

Back Office Assistant

Feb 2005 – Feb 2007 · 2 yrs · Barcelona y alrededores, España · On-site

Back Office Agent at Citioperaciones for 𝗠𝗼𝗿𝗴𝗮𝗻 𝗦𝘁𝗮𝗻𝗹𝗲𝘆 𝗦𝗺𝗶𝘁𝗵 𝗕𝗮𝗿𝗻𝗲𝘆 𝗶𝗻 𝗕𝗮𝗿𝗰𝗲𝗹𝗼𝗻𝗮, with 2 years of experience processing fund transfers, managing brokerage accounts, resolving transfer issues, and handling client documentation and database entries.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
Processing fund and share transfers
Liaising with banks and clients to resolve transfer issues
Managing brokerage accounts
Receiving, reviewing, and logging client documents

Client RelationsFinancial AnalysisAdministración de fundacionesClient SupportFinancial Management

Client Service Representative

Jan 2004 – Feb 2005 · 1 yr 1 mo · Barcelona y alrededores, España · On-site

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 at 𝗖𝗶𝘁𝗶𝗳𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗶𝗻 𝗕𝗮𝗿𝗰𝗲𝗹𝗼𝗻𝗮, providing 1 year of support managing Spanish clients’ mortgage/loan payments, resolving queries, offering products, and handling mortgage-cancellation documentation.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
Managing mortgage and loan payments for Spanish clients
Handling client queries and providing support
Offering suitable financial products
Processing and reviewing mortgage-cancellation
documentation

Customer ExperienceServicio de atención al clienteGestión de relaciones con clientes (CRM)Customer Experience ManagementSatisfacción del clienteRetención de clientes+3

Front Office Representative - Consumer Banking

Nov 2000 – Jan 2004 · 3 yrs 2 mos · Barcelona y alrededores, España · On-site

𝗙𝗿𝗼𝗻𝘁 𝗢𝗳𝗳𝗶𝗰𝗲 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 at 𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗨.𝗞. 𝗶𝗻 𝗕𝗮𝗿𝗰𝗲𝗹𝗼𝗻𝗮, providing 𝟯+ 𝘆𝗲𝗮𝗿𝘀 of personal banking services for affluent clients, handling transactions, international transfers, client support, and cross-selling financial products.
𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
Personal banking for affluent clients
Resolving client complaints
Executing banking transactions
Cross-selling financial products
Processing international wire transfers
Monitoring and tracking key issues

Unicar

Translator

Apr 1999 – Nov 2000 · 1 yr 7 mos · Barcelona y alrededores, España

Translating cargo and container survey reports from Spanish to English, international coordinator of container movements and repairs, preparing invoices, basic auditing, database entry, handling international client relations.