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Maximiliano Varin

@maximilianovarin

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Customer Experience & Operations Manager at Corefone by Domus Global, improving AstroPay resolution time by 20%.

Argentina

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At Corefone by Domus Global, I led the regional BPO operation for AstroPay across Brazil, Argentina, and other LATAM countries, managing a team of 84. I reduced average resolution time by 20% through process re-engineering, workflow automation, coaching, and KPI tracking.

I deployed conversational AI, bots, and self-service channels, and evaluated prompts and designed interactions for omnichannel customer experiences. I also contributed to voice AI journey design, defining scripts and responses based on FAQs and customer interaction data.

At Assurant, I led a team of 25 financial analysts and processors serving the U.S. market, improving SLA compliance by 15% and reducing operational errors by 18%. Earlier, at Santander Argentina and Citibank N.A., I worked across banking operations, customer experience, authorizations, and fraud prevention, including regional operations and KYC/AML compliance.

Experience

Work history, roles, and key accomplishments

Account Manager LATAM / Customer Experience & Operations Manager

Corefone by Domus Global

May 2024 - Aug 2026 (2 years 3 months)

Led regional BPO operations for AstroPay across LATAM, managing a team of 84 professionals. Reduced average resolution time by 20% and team turnover by 12% through process re-engineering and AI implementation.

Customer Experience Operations Management KPI Management Process Automation Conversational AI Agile Scrum Jira Confluence Omni Channel Support Payment Flows Digital Wallets Fraud Prevention KYC AML

Unit Manager – Global Capability Center

Assurant

Jul 2022 - Feb 2024 (1 year 7 months)

Led a team of 25 financial analysts serving the U.S. market, ensuring compliance and business continuity for B2B clients. Improved SLA compliance by 15% and reduced operational errors by 18% through standardized playbooks and dashboards.

B2B Management Compliance SLA Management Tableau Qualtrics Root Cause Analysis Process Transition Knowledge transfer Financial Analysis

Banking Operations and Customer Experience Supervisor

Santander Argentina

Apr 2017 - Nov 2021 (4 years 7 months)

Supervised front- and back-office operations across retail banking, lending, cards, and telephone/IVR channels. Increased regulatory compliance in KYC processes by 25% and consistently achieved NPS targets through Customer Journey Map redesign.

Banking Operations Customer Experience KYC NPS Customer Journey Mapping IVR Retail Banking Lending Cards Regulatory Compliance

Senior Assistant Manager – Card Operations, Authorizations & Fraud

Citibank N.A.

Jan 2012 - Mar 2017 (5 years 2 months)

Led authorization operations, transaction monitoring, and fraud prevention for multiple LATAM countries, coordinating a 24/7 structure of 100+ operators. Reduced transactional fraud by 15% and maintained SLAs above 95%.

Card Operations Authorization Fraud Prevention Transaction Monitoring Risk Management AML Pattern Recognition SLA Management Team Leadership

Night Shift Call Center Supervisor / Assistant Manager

Citibank N.A. / Diners Club

Jan 2002 - Dec 2011 (9 years 11 months)

Managed the Regional Authorization Center for Argentina, Uruguay, and Paraguay, supporting high-value transactions and business-critical overnight operations. Improved response times by 20% and resolved over-limit exceptions under strict risk standards.

Call Center Management Authorization Risk Management Transaction Processing Team Supervision Response Time Optimization

Citigold & Citiphone Banking Representative

Citibank N.A.

Jan 1996 - Jan 2002 (6 years)

Provided personalized service to high-net-worth Citigold clients, ensuring effective first-contact resolution for accounts, investments, and banking products.

Customer Service High Net Worth Clients Banking Products First Contact Resolutions Account Management