Christian Eduardo-Marcano

1. Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance at EMEA level. 2. Drive best practice and ensure maximum productivity & utilisation. 3.Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement. 4. Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations. 5.Support with training new team members in company standards, customer service, and job duties 6.Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery. 7. Creation of business KPI’s 8. Helping to drive customer loyalty, adding value to the sale of product/ service 9. Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.

1. Operational Efficiency: Supervised and managed operational activities with a 24/7/365 full remote team of 13 people, leading to seamless operations and enhanced productivity. 2. Resource Management: Effectively planned and coordinated daily activities, managed human resources, optimized processes and workflows, leading to improved quality and productivity. 3. Performance Analysis: Analyzed and evaluated operational performance, identifying areas for improvement and implementing action plans to address them, resulting in enhanced operational effectiveness. 4. Leadership and Communication: Demonstrated strong leadership skills, excellent organizational abilities, and effective communication within the team and across departments. 5. Rapid Scaling: Coordinated over 1000 interventions within the first three months of launching operations in France, managing a team of 13 people 24/7/365 showcasing the ability to scale operations efficiently. 6. Client Engagement: Conducted Quarterly Business Reviews (QBR) with clients, fostering strong client relationships and ensuring alignment of operational strategies with client objectives in a B2BB2C context.

Volunteer for an organization that fights against food insecurity among students and other individuals.

1. Compliance Efficiency: Successfully implemented Anti-Money Laundering and Counter-Terrorist Financing (AML/CTF) directives, resulting in increasing daily verifications from 700 to over 1000 while adhering to AML/CTF guidelines. 2. Project Management: Effectively managed various projects and client relationships (B2B), ensuring compliance with regulatory requirements and delivering high-quality service. 3. Process Improvement: Acted as a key liaison between businesses and Treezor, facilitating the enhancement of practices and services provided, leading to improved efficiency and customer satisfaction. 4. Team Leadership: Provided leadership and guidance to the KYC/Compliance team, fostering a collaborative and productive work environment, resulting in enhanced team performance and achievement of goals. 5. Quality Assurance: Ensured the accuracy and completeness of KYC processes and documentation, minimizing risk and maintaining regulatory compliance standards.

1. Ticket Response Time: Achieved a 24-hour SLA for basic cases and a 72-hour SLA for complex cases via Zendesk ticketing system, ensuring timely resolution of customer inquiries. 2. Project Owner Communication: Engaged with project owners via email and phone to assist in resolving inquiries ranging from basic to complex issues, providing comprehensive support throughout the project lifecycle. 3. Conflict Resolution: Acted as the primary point of contact for resolving conflicts or technical issues related to ongoing projects, ensuring swift resolution and maintaining positive relationships with stakeholders.

1. Payment Processing Efficiency: Improved payment processing time for all projects from 72 hours to 24 hours upon project completion, ensuring quicker disbursement of funds. 2. Platform Optimization: Ensured seamless payment reception for all projects on the platform, promptly reporting any technical obstacles to product teams for enhancement of practices and enhancing customer experience. 3. Customer Support: Acted as a primary point of contact between contributors and project owners via phone or ticketing system (Zendesk), providing efficient resolution of queries and concerns. 4. Ticketing Response Time: Reduced ticketing response time to less than 24 hours, enhancing customer satisfaction and resolving issues promptly. 5. Fraud Prevention Measures: Collaborated with the product team to develop “alarms” to prevent potential fraud within the platform, enhancing security and trust. 6. KYC Compliance: Conducted KYC checks for KKBB clients (CP1N) in accordance with AML/CFT risk classification, ensuring regulatory compliance. 7. LCB-FT Procedure Implementation: Operationally applied the LCB-FT procedure and ensured its regular updates, including processing and diligencing alerts, and conducting enhanced reviews of selected cases related to PEP filters, financial sanctions, fraudulent transactions, and country risk. 8. Risk Reporting: Regularly informed the risk and compliance director and KKBB management about the evolving risks of money laundering/terrorist financing and fraud, contributing to informed decision-making. 9. Suspicious Activity Reporting: Filed suspicious activity reports as a Tracfin reporter, ensuring compliance with reporting obligations. 10. Reporting and Training: Contributed to the preparation of reports, including the LCB-FT control report, and participated in internal forums addressing anti-money laundering, terrorist financing, and fraud prevention. Additionally, participated in staff training on AML/CFT and fraud prevention matters

1. Customer Service Policy Development: Contributed to the development and implementation of a comprehensive customer service policy company-wide, ensuring consistency and excellence in service delivery. 2. Customer Satisfaction Measurement: Implemented methods to measure customer satisfaction and identified areas for improvement in service delivery, enhancing overall customer experience. 3. Picnic Coordination: Successfully coordinated 100 picnics per month, overseeing preparation and ensuring on-time delivery within approximately 20-25 minutes after customer order placement, optimizing efficiency and customer satisfaction. 4. Multi-channel Communication: Acted as the primary point of contact between customers and the company via phone, internet, and social media, providing seamless communication and support across various platforms. 5. Customer Interaction Handling: Managed face-to-face, phone, email, and social media interactions with customers, addressing inquiries and concerns promptly and professionally. 6. Issue Resolution: Investigated and resolved customer service-related issues in a courteous and expedited manner, prioritizing customer satisfaction and loyalty.

1. Institutional Approval Coordination: Successfully coordinated and managed the institutional approval and review processes for SABI and international partner institutions and universities, ensuring compliance with regulatory standards and institutional requirements. 2. Pathway Approval Management: Developed and managed the pathway approval and periodic review processes, ensuring alignment with organizational objectives and academic standards. 3. Data Protection Compliance: Ensured compliance with data protection requirements in all working practices, maintaining confidentiality as necessary to safeguard sensitive information. 4. Admission Procedure Oversight: Held responsibility for admission-related procedures, overseeing processes to ensure efficiency and accuracy in student admissions.

1. Team Management: Successfully managed a reception team of 4 members, ensuring smooth operations and efficient customer service delivery. 2. Rules and Regulations Development: Created and developed rules and regulations governing the reception desk and treatment of club members, maintaining consistency and professionalism in member interactions. 3. Partnership Creation and Follow-up: Established partnerships with luxury hotels in Paris, VIP concierge services, and public relations offices, facilitating collaboration and enhancing the club’s offerings and services.

1. Quality Control Follow-up: Successfully managed the follow-up of quality control measures, including the development of service norms and regulations within the group, resulting in improved service standards and heightened customer satisfaction. 2. Team Management: Provided leadership as the manager for a team of 5, overseeing their development and ensuring alignment with organizational objectives, particularly within the hospitality and restaurant sectors, fostering a culture of excellence and continuous improvement. 3. Service Norms and Regulations Development: Spearheaded the development of service norms and regulations, establishing clear guidelines for teams within the group, enhancing consistency and professionalism in service delivery across departments.

Guest Welcoming: • I ensure guests feel welcomed and valued upon their arrival in Paris. • I track the number of guests welcomed each month and monitor guest satisfaction through feedback surveys. • Increasing positive guest reviews and maintaining a quick response time to inquiries and requests are key performance indicators for me. Day Trip Organization: • I organize day trips for visitors, offering them memorable experiences during their stay in Paris. • I track the number of day trips organized monthly and gather satisfaction ratings from participants. • I aim to increase the percentage of repeat participants and generate revenue from day trip activities to ensure they are financially beneficial for our organization. Overall, my responsibilities involve creating positive experiences for guests and visitors to Paris, from the moment they arrive to the activities they participate in during their stay. Tracking metrics helps me measure the success of my efforts and identifies areas for improvement. Check-in and out

1. Phone Passenger Reservations: I handled reservations made via phone, ensuring efficient booking processes and providing excellent customer service to passengers. 2. Passenger Check-In (AIRBUS A340-400): As part of the ground staff, managed the check-in process for passengers boarding Airbus A340-400 flights. This included verifying passenger information, issuing boarding passes, and ensuring a smooth boarding experience. 3. Airport Business Class Check-In Agent: Specifically, oversaw check-in procedures for business class passengers, offering personalized service and assistance tailored to their needs, enhancing their overall travel experience. Overall, my role involved customer-facing interactions, operational efficiency, and adherence to airline standards and procedures to ensure a seamless and pleasant journey for passengers from reservation to boarding.