Natalia Curtidor

Coordinated between administrative and field teams to resolve scheduling conflicts and operational gaps in real time. Designed Jira workflows, authored SOPs and documentation systems, and implemented an AI-assisted SQL monitoring system to track SOP/policy compliance; also led fraud and trust & safety communications improvements that reduced ticket reopen rates by ~30%.

Exceeded post-restructure targets by processing ~160–170 cases daily with 99.8% QA and averaging 21 investigations/hour (target 20). Served as an escalation resource for ~15 analysts, providing guidance on complex investigations, SOP interpretation, and policy gray areas.

Processed 120+ fraud investigations per day while maintaining ~99% QA, demonstrating operational reliability and judgment that led to two promotions within 10 months.

Maintained CRM records in Salesforce across 60+ accounts with zero data discrepancies to support accurate billing and reporting. Built workflows in Monday.com and created Salesforce reports for sales, customer success, and leadership; also helped establish a centralized knowledge base.

Identified ambiguities in SOPs and led documentation revisions to reduce interpretation inconsistencies, including setting up a centralized Slack channel for calibration decisions. Participated in cross-functional calibration sessions with Training and R&D to refine classification standards and quality documentation.

Led a 5-member remote team managing ~40 simultaneous client engagements with multiple concurrent deliverables, coordinating timelines, deadlines, and stakeholders across multi-month cycles. Served as primary client point of contact, managed day-to-day operations and workload tracking, and maintained a client communication pipeline to ensure follow-ups were completed.

Grade: GPA: 9.88/10

Earned a Master of Philosophy at UNAM (2017–2020) with a GPA of 9.88/10.

Grade: GPA: 9.4/10

Earned a Bachelor of Philosophy at Universidad del Quindío (2011–2016) with a GPA of 9.4/10.