Open to opportunities

Vanessa Gill vergara

@vanessagillvergara

Message

Expert in customer experience within the financial sector.

Panama

Message

What I'm looking for

I seek a role that values customer-centric strategies and fosters continuous improvement.

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

Current

Operations Supervisor

Current

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.

Fraud Management Agile Methodologies Risk Management Call Center Supervision Data Analysis

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.

Digital Transformation Agile Methodologies Project Coordination

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

Implementation Management Agile Framework PCI Compliance Change Management Quality Assurance

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 /

Customer Service Supervision ISO 9001 PCI Compliance Incident Management Team Leadership

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.

Administrative Support Account Reconciliation Payment Processing

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.