Vanessa Gill vergara
@vanessagillvergara
Expert in customer experience within the financial sector.
What I'm looking for
With over 18 years of experience in leadership roles within the banking sector, I specialize in customer experience and technological solutions. My expertise lies in helping companies maximize the efficiency of their products and services through strategies that align perfectly with customer needs.
Currently, I serve as the Operations Supervisor for Central America and the Caribbean at Fiserv, where I oversee fraud management and implement Agile practices to enhance collaboration and responsiveness. My ability to build trust with clients and establish meaningful relationships has been key to my success in identifying improvement opportunities and understanding customer needs deeply.
I am passionate about continuous improvement and have a proven track record of leading teams to achieve strategic goals. I am committed to fostering a culture of adaptability and excellence in service delivery, ensuring that customer satisfaction remains at the forefront of all operations.
Experience
Work history, roles, and key accomplishments
Operations Supervisor
Fiserv
Oct 2022 - Present (2 years 8 months)
Supervised fraud management for branded cards (Visa & MasterCard), implementing Agile practices to foster collaboration and rapid response to fraud incidents. Collaborated with the team to develop and implement preventive controls that reduced the risk of fraudulent attacks, promoting a culture of continuous improvement and adaptability in risk management.
Quality Leader
Banesco | Ingosgroup
Apr 2022 - Present (3 years 2 months)
Participated in defining a timeline with phases and stages for the Digital Transformation project in Commercial Credits, using Agile approaches to ensure adaptability and continuous value delivery. Ensured the collection of test sets aligned with the project's User Stories, guaranteeing that customer requirements were reflected at each stage of the development cycle.
Implementation Manager
Telered
Jan 2020 - Present (5 years 5 months)
Redefined and restructured policies, guidelines, procedures, and internal controls for Change Control, Releases, Implementation, and Quality Control (QA) areas, implementing an Agile framework that promotes flexibility and continuous improvement. Coordinated and led the evaluation of changes with the Change Committee, fostering collaborative analysis to understand the purposes, risks, and impacts
Customer Service Supervisor
Telered S.A
Oct 2008 - Present (16 years 8 months)
Defined, in conjunction with the Executive Business Management, the necessary policies, procedures, and internal controls for the activities of the Claims, Service Desk, Incidents, and Problems areas. Ensured compliance with procedures and their respective controls, achieving the goal of customer service indicators and the three areas under their charge to help the company achieve ISO 9001:2008 /
Electronic Banking Clerk I
Caja de Ahorros
Dec 2005 - Present (19 years 6 months)
Managed the entry and follow-up of administrative tasks related to customer financial transactions such as changes, funds, and transfers. Ensured commercial payments from international clients to guarantee their disbursement.
Education
Degrees, certifications, and relevant coursework
Universidad Interamericana de Panamá
Maestría de Proyectos, Project Management
Currently pursuing a Master's degree in Project Management. This advanced program focuses on enhancing skills in leading and executing complex projects.
Universidad Interamericana de Panamá
Ingeniería Industrial y de Proyectos, Industrial and Project Engineering
Completed a degree in Industrial and Project Engineering. This program provided a strong foundation in optimizing industrial processes and managing projects effectively.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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