Santiago Castilla P

Led the acquisition, structuring, and advisory of international cooperation projects aimed at strengthening Ibero-American networks. Managed strategic partnerships and negotiations with government entities, NGOs, and regional community stakeholders.

Provided bilingual customer support for billing, account inquiries, and payment processing, maintaining high customer satisfaction standards. Managed subscription billing lifecycles, account updates, and payment status tracking using Chargebee and CRM platforms.

Served as a bilingual Billing Customer Service Account Specialist for the Credit Sage campaign via Origen BPO. Provided bilingual customer support for billing, account inquiries, and payment processing, maintaining high satisfaction metrics.

Delivered bilingual customer support in the banking and financial sector for the Fiserv - First Data account. Assisted clients, met personal KPIs, managed schedules, advised on financial products/services, and ensured compliance with Anti-Money Laundering (AML) and fraud prevention guidelines.

Handled bilingual customer support in the banking and financial sector, ensuring regulatory compliance and fraud prevention. Utilized CRM systems for payment processing, balance reconciliation, and efficient dispute resolution under S.M.A.R.T. objectives.

Led and supervised an interdisciplinary field team of 10 professionals executing socio-urban intervention projects (Habitarte Strategy). Established operational schedules, tracked social impact indicators, and organized community empowerment events.

Designed, managed, and evaluated projects focused on Corporate Social Responsibility (CSR) and organizational welfare. Supported the creation and rollout of corporate employee wellness programs and conducted internal training workshops on project formulation and evaluation.

Led and motivated a team of 15 customer service representatives, fostering an optimal work environment and ensuring employee well-being to maximize retention and performance. Implemented Root Cause Analysis (RCA) methodologies to identify operational bottlenecks, improving handle times, team efficiency, and overall service quality.

Grade: 9.28/10

Activities and societies: Fundación Carolina Scholar; Miguel de Cervantes Scholarship Recipient; Member of the Master's Academic Commission.

Master's Degree in Latin America and the EU: A Strategic Cooperation from Universidad de Alcalá, Spain, with a GPA of 9.28/10. Recipient of the Fundación Carolina and Miguel de Cervantes scholarships, and member of the Master's Academic Commission.

Diploma in Human Rights Promotion & Practice for Peace & Reconciliation (40 hours) from SENA.

Diploma in Mental Health Prevention Strategies (40 hours) from SENA.

Diploma in Healthcare Delivery with Ethnic Diversity Focus (40 hours) from SENA.

Diploma in Logical Framework for Projects: Matrix Design (40 hours) from SENA.

Diploma in Logical Framework for Projects: Identification & Analysis (40 hours) from SENA.

Diploma in Project Formulation in Professional Practice (40 hours) from SENA.

Grade: 62/100

EF SET Certificate™ 62/100 Advanced (C1 Level) issued by EF Standard English Test in August 2026.

Executive Diploma in International Defense of Human Rights (120 hours) from Universidad de Zaragoza / Universidad de Alcalá.

Grade: 4.5/5.0

Activities and societies: Recipient of the Mejores Saber Pro National Distinction (2015); International Academic Exchange at Universitat de Barcelona (2014-2015).

Bachelor's Degree in Anthropology from Universidad Nacional de Colombia, with a GPA of 4.5/5.0. Recipient of the Mejores Saber Pro National Distinction in 2015, and participated in an international academic exchange at Universitat de Barcelona from 2014 to 2015.