Gerardo Klaus
@gerardoklaus
I improve fintech partner reliability through scalable operations, real-time payments, and AI-powered knowledge systems.
NicaraguaWhat I'm looking for
At Remitly, I lead partner quality and operational reliability across 17+ financial institution partnerships in eight Latin American and Caribbean markets, helping families receive money safely and instantly. I led a real-time disbursement migration that reached 98.8% instant fulfillment and reduced defects from 0.97% to 0.00%.
I turn API, transaction, and error-code complexity into practical operating systems, including nine SOPs used by 1,000+ Customer Service agents and an organization-wide GPT-powered Knowledge Base. I’ve also restored delivery promise performance from 82.3% to 98–100%, identified $1.2M in potential annualized savings, and directed incident response through high-severity network disruptions.
Experience
Work history, roles, and key accomplishments
Partner Quality Lead
Remitly
Jan 2023 - Present (3 years 9 months)
Leads partner quality and operational reliability for a global fintech platform, overseeing 17+ financial institution partnerships across 8 LATAM and Caribbean markets. Drove measurable improvements in service delivery, defect reduction, and customer trust.
Escalation Executive - CARE
Remitly
Jun 2021 - Jan 2023 (1 year 7 months)
Managed escalations and customer care operations, ensuring timely resolution of complex issues.
Fraud Prevention Specialist
Remitly
Jul 2020 - Jun 2021 (11 months)
Specialized in fraud prevention, protecting the platform and customers from fraudulent activities.
Customer Service Executive
Remitly
Mar 2019 - Jul 2020 (1 year 4 months)
Provided customer service support, assisting customers with their remittance needs.
Passenger service agent
Aeromexico
Dec 2014 - Jun 2018 (3 years 6 months)
Provided passenger services at the airport, ensuring smooth travel experiences.
Representante del servicio de atención al cliente
Avianca Holdings S.A.
May 2012 - Nov 2012 (6 months)
Provided customer service support at the international airport.
Despachador de vuelos
La Costeña Nicaragua
Feb 2011 - Nov 2011 (9 months)
Pasante en operaciones aeronáuticas.
Education
Degrees, certifications, and relevant coursework
Vivat lingua
Aleman, Lengua y literatura alemana
2018 - 2018
Academia de idiomas en Tübingen, Alemania.
Universidad Centroamericana, Managua
Idioma ingles., english
2013 - 2014
Universidad Centroamericana
Idioma ingles, English
2013 - 2014
Studied English language at Universidad Centroamericana in Managua from 2013 to 2014.
Availability
Location
NicaraguaAuthorized to work in
Job categories
Skills
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