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
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.
Managed escalations and customer care operations, ensuring timely resolution of complex issues.
Specialized in fraud prevention, protecting the platform and customers from fraudulent activities.
Provided customer service support, assisting customers with their remittance needs.
Provided passenger services at the airport, ensuring smooth travel experiences.
Representante del servicio de atención al cliente
May 2012 - Nov 2012 (6 months)
Provided customer service support at the international airport.
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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