Looking for a job

Karla Giles

@karlagiles

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I optimize banking operations through automation, metrics, team leadership, and client support.

Mexico

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What I'm looking for

I'm looking to continue improving administrative and operational processes, developing high-performance teams, strengthening customer service, and expanding my skills in automation, databases, and digital tools.

I've spent more than 14 years improving administrative and operational processes in banking. At Santander Digital Services, I led operations and IT initiatives across electronic banking, auto loans, risk analysis, and international chargebacks.

I coordinated teams of up to 120 people and implemented quality and efficiency metrics that reduced response times by up to 51%. I also designed automation and RPA solutions that handled up to 80% of monthly operations volume.

I'm focused on turning complex processes into practical, efficient solutions through automation, data analysis, project coordination, and direct support for key clients and critical incidents.

Experience

Work history, roles, and key accomplishments

Head of Operations | IT Analyst

Santander Digital Services

Nov 2012 - Mar 2025 (12 years 4 months)

Coordinated and managed teams of up to 120 people, fostering collaboration and high performance. Implemented quality and efficiency metrics, achieving up to 51% reduction in response times.

Leadership Team Management Process Optimization Robotic Process Automation Automation Quality Metrics Project Management Electronic Banking Auto Loans Risk Analysis International Chargebacks Incident resolution Customer Support Databases Programming

Analyst

Human Resource Santander

Sep 2012 - Nov 2012 (2 months)

Promoted from external outsourcing to internal outsourcing, with greater responsibility in developing and implementing strategic projects. Collaborated with operational and commercial teams in launching new products and services for corporate clients.

Project Management Process Improvement Inter departmental Coordination Customer Experience Strategic Projects

Analyst

Incoraxis - Satander

Sep 2010 - Sep 2012 (2 years)

Interpreted and strategically analyzed data to support decision-making in operational projects. Efficiently implemented internal processes, ensuring timely compliance.

Data Analysis Process Implementation Request Management Customer Satisfaction